Omolola “Lola” Aragbaye

I design and run onboarding: the strategy behind a customer’s first weeks, the customer service training that keeps teams consistent, the digital adoption work that moves people off manual processes, and the support operations that hold it all together once volume arrives.

The first 90 days decide whether a customer stays or quietly churns. Nobody sends a notice when onboarding fails; they just stop logging in, keep coming into the branch, or escalate the same problem for the third time. That window is where I do my best work.

I care about this because I have sat inside the breakdown. Branch queues built out of a form nobody understood. A CRM integration that shipped without training, so the workaround became the process. Volunteer intake that lost good people before their first task. Every time, the fix was unglamorous and specific, and every time it worked. I would rather rebuild the intake form than write another apology email.