JOHN OTOKWALA
Dundee,United Kingdom
Summary
Results-driven Key Account Specialist with proven success in managing strategic client relationships and delivering measurable improvements in customer satisfaction and retention. Experienced in SaaS customer lifecycle management within Salesforce environments, driving account growth through proactive engagement, tailored solutions, and data-driven insights.
Demonstrated ability to improve customer retention by up to 15–20%, strengthen long-term partnerships, and support revenue stability through effective account management and stakeholder collaboration. Skilled in Business Analysis, project management, and requirements gathering, ensuring client needs are translated into scalable product and service improvements.
Proficient in CRM and Customer Success platforms including Salesforce, CSM and Jira, leveraging these tools to optimise customer engagement, streamline processes, and support successful project delivery. Recognised for building trusted client relationships that enhance loyalty, adoption, and long-term business value.
Overview
7
7
years of professional experience
5
5
years of post-secondary education
1
1
Certification
Work history
Key Account Advisor
Castle Water Limited
Blairgowrie, Perth and Kinross
2024.10 - 2026.03
- Manage key customer accounts, ensuring SLA adherence, retention, and customer satisfaction by communicating with over 20 customers daily.
- Analyse billing data, identify discrepancies, and implement corrective solutions improving operational efficiency.
- Coordinate with internal teams and stakeholders to resolve complex client issues leading to customer satisfaction.
- Maintain accurate customer account records using CRM and CSM
- Coordinated with Sales team to exceed performance goals leading to over huge amount of account retentions and revenue increase by 10%
- Collaborated with marketing department to develop impactful promotional strategies which ultimately increased revenue.
Night Reception Team
The Chester Hotel
Aberdeen, Aberdeen City
2023.10 - 2024.06
- Managed customer experience operations and resolved service issues.
- Analysed operational and sales data to identify performance improvement opportunities.
- Managed over 50 customer calls per day', or "Increased sales by 10%
- Applied positive customer service approach to increase satisfaction levels.
Corporate Communication Intern
IntelliDigest
Edinburgh, Edinburgh
2024.03 - 2024.04
- Conducted website and communication audits to improve engagement and accessibility leading to over 10% growth in company's visibility
- Supported project coordination, reporting, and stakeholder communication.
- Analysed industry trends and provided actionable insights to leadership.
- Coordinated effectively with diverse teams for successful project execution.
- Provided valuable support for successful company events and meetings.
Restaurant Manager
Sundry Foods
Port Harcourt
2019.01 - 2023.09
- Managed operations, customer relationships, and supplier negotiations.
- Led store to over 10% growth in revenue through constant upselling and excellent food display.
- Increased operational efficiency through improved process control and performance monitoring.
- Supervised staff and delivered customer experience improvements.
Education
MSc - Corporate Communication and Public Affairs
Robert Gordon University
Aberdeen, UK 2023.09 - 2024.09
BA - Communication Studies and Linguistics
University of Port Harcourt
Port Harcourt 2012.10 - 2016.09
Skills
- Key Account Management
- Customer Success Management
- SaaS Customer Lifecycle Management and Salesforce Software
- Business Analysis and project management
- Requirements Gathering
- Stakeholder Management
- CRM Systems
- CSM Platforms
- Jira
- CMOS, What3word, UK Grid Finder
- Excel, MSP and Microsoft Office Suite Mastery
- SLA and KPI Management
- Upselling and Cross-selling
- Time management excellence
Websites
Certification
- Business Analysis : Nov 2025- March 2026
- Project Management: Nov 2025- March 2026
Languages
English
Fluent
Accomplishments
- Successfully handled over 3000 complex customer cases, applying detailed investigation and problem-solving skills to reach fair and accurate outcomes. These resolutions helped maintain positive relationships with customers and contributed to successful customer retention.
- Conducted thorough investigations into several account misallocation cases. By carefully reconciling account records and identifying discrepancies, I was able to correct balances and support the successful recovery of outstanding debts.
- Worked collaboratively with the Collections Team to support customers facing significant account debt. By assessing individual circumstances and arranging suitable payment plans, I helped customers manage repayments more effectively while improving overall customer satisfaction.
Affiliations
- football, reading, research, news reading
References
References available upon request.
Timeline
Key Account Advisor
Castle Water Limited
2024.10 - 2026.03
Corporate Communication Intern
IntelliDigest
2024.03 - 2024.04
Night Reception Team
The Chester Hotel
2023.10 - 2024.06
MSc - Corporate Communication and Public Affairs
Robert Gordon University
2023.09 - 2024.09
Restaurant Manager
Sundry Foods
2019.01 - 2023.09
BA - Communication Studies and Linguistics
University of Port Harcourt
2012.10 - 2016.09