Joshua Fernandes
Hounslow,United Kingdom
Summary
Accomplished professional with expertise in Customer Experience & Engagement, Data Analysis & Sales Performance, and Digital Marketing & Brand Management. Demonstrates strong Leadership & Team Management skills, coupled with a proven ability to adapt and solve problems creatively. Adept at Regulatory Compliance & Risk Management, ensuring adherence to industry standards while driving innovation. Career goal: to leverage extensive skill set to enhance organisational growth and customer satisfaction.
Overview
6
6
years of professional experience
7
7
years of post-secondary education
Work History
Customer Experience Manager
Corals
London, United Kingdom
07.2021 - 03.2025
- Analysed customer data and trends to enhance service delivery and improve customer retention
- Developed and implemented customer service processes to minimize wait times and optimize efficiency
- Resolved customer complaints with a professional approach, ensuring customer satisfaction and loyalty
- Managed cash handling, transactions, and financial reconciliations accurately
- Trained and mentored team members, fostering a customer-focused and high-performing environment
- Ensured compliance with gambling regulations and company policies to maintain operational integrity
Customer Experience Manager
William Hills
London
12.2018 - 05.2022
- Managed the opening and closing operations of multiple stores within the cluster
- Delivered excellent customer service by assisting with betting transactions and product inquiries
- Maintained and updated betting boards, ensuring real-time information availability
- Promoted company offers to increase customer engagement and sales
- Identified and reported fraudulent activities to ensure compliance with industry regulations
- Balanced tills and handled high-volume transactions with precision and accountability
Education
Marketing - customer behaviour, brand management, digital marketing strategies
University of Portsmouth
Portsmouth 09.2021 - 06.2024
Business Studies -
West Thames College
09.2017 - 07.2021
Skills
- Customer Experience & Engagement
- Data Analysis & Sales Performance
- Digital Marketing & Brand Management
- Leadership & Team Management
- Adaptability & Problem-Solving
- Creative Thinking & Innovation
- Regulatory Compliance & Risk Management
Timeline
Marketing - customer behaviour, brand management, digital marketing strategies
University of Portsmouth
09.2021 - 06.2024
Customer Experience Manager
Corals
07.2021 - 03.2025
Customer Experience Manager
William Hills
12.2018 - 05.2022
Business Studies -
West Thames College
09.2017 - 07.2021
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