Josephine Olanrewaju
Manchester,Greater Manchester
Summary
Client-focused and proactive Customer Experience Specialist with a strong foundation in delivering high-quality service and support across multiple channels. Proven ability to resolve issues with empathy, identify customer needs, and support business goals through meaningful client engagement. Experienced in working cross-functionally with internal teams, utilizing CRM systems, and providing insights to improve the customer journey. Passionate about driving excellence in client service and supporting product innovation in fast-paced environments. Currently seeking to contribute to a forward-thinking organization like Moody’s.
Overview
7
7
years of professional experience
Work History
Customer Loyalty Advisor
IAG Loyalty
Remote
10.2024 - Current
- Developed and executed external communication strategies to enhance brand visibility and engagement.
- Managed customer communications across multiple channels, ensuring consistency with brand messaging.
- Utilized data insights and CRM tools (e.g., Power BI, Qualtrics) to optimize outreach and engagement efforts.
- Created compelling content for digital campaigns and customer engagement initiatives.
- Tracked and analyzed customer experience trends to inform and improve outreach strategies.
Technical support specialist
Capita-Samsung
Remote
01.2024 - 08.2024
- Provided technical advisory services, troubleshooting issues for mobile devices and connected products.
- Built and maintained excellent customer relationships, ensuring a high level of engagement and retention.
- Assisted in customer communication improvements, responding effectively to technical queries.
- Supported data-driven customer insights, identifying recurring issues and providing recommendations.
Customer Resolution Advisor
Evri
Bolton
09.2023 - 01.2024
- Managed customer complaints and resolution processes, enhancing satisfaction and retention rates.
- Conducted root cause analysis to address customer concerns and improve service processes.
- Strengthened customer communication channels to maintain engagement and resolve key issues.
- Assisted in crisis communication efforts, ensuring clear and effective responses to customer concerns.
Communication officer
MTN Telecommunication
01.2021 - 12.2021
- Developed and managed internal and external communications, supporting corporate messaging.
- Created digital content for media channels, increasing engagement with key stakeholders.
- Provided strategic advisory services to stakeholders on customer engagement and solution adoption.
- Assisted in media relations and PR, securing positive coverage and managing press interactions.
Administrative assistant
Roots fm
01.2020 - 01.2021
- Managed internal newsletters and announcements, enhancing employee engagement and communication.
- Developed social media content and corporate blog posts to support strategic messaging.
- Coordinated internal events and team meetings to strengthen workplace culture.
- Assisted in coordinating internal events, leadership briefings, and team meetings to strengthen company culture.
Public Relations Assistant
Ministry of Information and Strategy
08.2018 - 12.2018
- Assisted in developing and implementing public relations campaigns to promote government initiatives.
- Created corporate communication materials, including press releases, speeches, and reports.
- Managed stakeholder relations, organizing media engagements and public events.
- Developed internal and external communication plans to promote key initiatives.
Education
Bachelor of Arts - Mass Communication
Oduduwa University Ipetumodu
10/2015 - 09/2019
Master of Arts - Public Relations
Sheffield Hallam University
01/2022 - 03/2023
Skills
- Superior Customer Service & Support (Phone, Email, Live Chat)
- CRM Tools & Data Insights (Power BI, Qualtrics)
- Issue Resolution & Conflict Management
- Client Relationship Management
- Upselling & Customer Retention Strategies
- Clear, Professional Communication
- Process Improvement & Feedback Reporting
- Team Collaboration & Cross-Functional Support
- Remote Work & Time Management
Timeline
Customer Loyalty Advisor
IAG Loyalty
10.2024 - Current
Technical support specialist
Capita-Samsung
01.2024 - 08.2024
Customer Resolution Advisor
Evri
09.2023 - 01.2024
Communication officer
MTN Telecommunication
01.2021 - 12.2021
Administrative assistant
Roots fm
01.2020 - 01.2021
Public Relations Assistant
Ministry of Information and Strategy
08.2018 - 12.2018
Bachelor of Arts - Mass Communication
Oduduwa University Ipetumodu
10/2015 - 09/2019
Master of Arts - Public Relations
Sheffield Hallam University
01/2022 - 03/2023
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