Summary
Overview
Work history
Education
Skills
Certification
Interests
Languages
Timeline
Generic

BOLUWATIFE OLADUNKE SOFOWORA

Nottingham,United Kingdom

Summary

Experienced digital media executive and senior customer success associate with a proven track record of success in managing customer feedback, developing creative content, and ensuring compliance with loan policies. Skilled in online advertising, social media management, and loan review. Adept at providing exceptional customer service, analyzing data, and compiling reports for accounting and regulatory reporting. Strong communication and problem-solving skills, with a willingness to adapt and learn.

Overview

5
5
years of professional experience
4
4
years of post-secondary education
1
1
Certification

Work history

SENIOR CUSTOMER SUCCESS ASSOCIATE

BRANCH INTERNATIONAL
Lagos, Nigeria
11.2019 - 12.2022
  • Providing prompt and courteous assistance. I was the first point of contact for the company’s customers, and it was my responsibility to respond to their inquiries and concerns in a friendly and professional manner.


  • Resolving customer complaints. When customers have complaints or issues with a product or service, I investigate the problem, identify the cause, and work to resolve the issue to their satisfaction.


  • Providing product and service support. I had a good understanding of the company’s products and services to be able to troubleshoot common technical problems and provide support for customers who needed assistance with using a product or service.


  • Documenting customer interactions. I maintained accurate records of all customer interactions, including phone calls, emails, and chat logs.


  • Identifying customer needs. I was able to identify customer needs and make recommendations for products and services that meet those needs.


  • Improved customer experience, employing effective communication and empathetic listening skills to address customer concerns.


  • Expertly navigated Zendesk to efficiently resolve technical and billing queries.


  • Optimized quality of work by ensuring thecorrect balance between customer service and adherence to company policies and procedures.


  • Prioritized and analyzed complex cases effectively to achieve efficient resolution.

DIGITAL MEDIA EXECUTIVE

DEEFRENT LIMITED
Lagos, Nigeria
11.2018 - 11.2019
  • Worked as a digital media executive for financial institutions and FMCG brands
  • Performed detailed market and competitor analyses to inform digital marketing strategy.
  • Built strong relationships with clients through comprehensive campaign reporting meetings.
  • Harnessed SEO knowledge to create robust digital marketing strategies.
  • Utilised Google Analytics and HubSpot to monitor PPC advertising and newsletter campaigns.
  • Optimised SEO performance by researching and implementing high-quality content recommendations.
  • Facilitated strategic decision-making by measuring and reporting the performance of digital marketing campaigns using HubSpot.
  • Produced engaging written content to optimize websites and social media platforms.
  • Planned and executed social media campaigns, achieving over 70% engagement.
  • Developed and executed sales promotions, increasing revenue through targeted campaigns.
  • Launched a user-generated Instagram campaign that increased following by 85%.
  • Held responsibility for key accounts, including large retailers and blue chip clients.

SOCIAL MEDIA INTERN

MINISTRY OF INFORMATION
Lagos, Nigeria
01.2018 - 10.2018
  • Working with the team in managing Lagos state's Social Media accounts
  • Information gathering and content development for the website
  • Administrative duties.
  • Ensured maximum engagement across all platforms, monitoring analytics to identify viable ideas, trends, and growth patterns.
  • Identified areas for content improvement by monitoring competitor social media activity and trends.
  • Supported continuous improvement by proactively contributing new campaign ideas in weekly brainstorming sessions.
  • Maximized interaction across Facebook and Twitter, writing relevant, creative posts to generate engagement.
  • Maintained brand values, verifying consistent copy and visual tone in line with brand guidelines.

Education

MSc - Marketing and Brand Management

Nottingham Trent University
Nottingham
01.2023 -

B.Sc (Honors) - Mass Communication

Covenant University
Lagos/Nigeria
08.2013 - 07.2017

Skills

  • TECHNICAL PROFICIENCIES
  • Excel proficiency
  • Excellent communication and interpersonal skills, with experience in providing customer service and responding to inquiries
  • Strong attention to detail and problem-solving skills, with a track record of ensuring compliance and identifying fraudulent activity
  • Proficient in data analysis and reporting, with experience in compiling reports and providing data for accounting and regulatory reporting
  • Adaptability and willingness to learn, with experience in working on multiple projects and supporting new products
  • CRM
  • Team management
  • Zendesk
  • SQL programming
  • Search Engine Optimisation (SEO)
  • Email and SMS campaigns
  • User Experience (UX)
  • Newsletter design
  • Content marketing
  • Performance analysis
  • WordPress proficiency

Certification

Product Management Training School Product Dive April 2022 - June 2022

Interests

HOBBIES , Reading, traveling. Meeting people, listening to music, and cooking

Languages

English
Native

Timeline

MSc - Marketing and Brand Management

Nottingham Trent University
01.2023 -

SENIOR CUSTOMER SUCCESS ASSOCIATE

BRANCH INTERNATIONAL
11.2019 - 12.2022

DIGITAL MEDIA EXECUTIVE

DEEFRENT LIMITED
11.2018 - 11.2019

SOCIAL MEDIA INTERN

MINISTRY OF INFORMATION
01.2018 - 10.2018

B.Sc (Honors) - Mass Communication

Covenant University
08.2013 - 07.2017

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BOLUWATIFE OLADUNKE SOFOWORA