Lilia Divekova

Key Modules with Practical Application:

• Email Marketing: Designed and executed a sample campaign using Mailchimp, including segmentation, A/B testing, and performance analysis.
• Content Strategy: Created a weekly blog and social media plan aligned to brand tone and SEO principles.
• Social Media Marketing: Built a mock campaign across Facebook and Instagram, using scheduling tools and post-performance insights.
• Analytics & Reporting: Used Google Analytics and email KPIs to evaluate campaign effectiveness and present results.

• Enhance customer relationships by providing proactive, tailored banking advice, ensuring high levels of satisfaction and retention.
• Participate in continuous training and development programmes to remain informed on banking regulations, product innovations, and market trends.
• Apply knowledge of Lloyds Banking Group's financial products and services to offer optimal solutions to clients.
• Exceed established performance benchmarks, consistently achieving targets for customer engagement and service excellence.
• Resolve customer inquiries and issues promptly, delivering solutions that align with company standards and customer expectations.
• Recognised for outstanding client service delivery, regularly surpassing customer satisfaction and service quality targets.
• Played a key role in elevating client loyalty and trust, significantly contributing to the branch's customer retention rates.
• Contributed to a 12% increase in digital banking adoption by guiding clients through new platform features and promoting digital solutions.
• Increased client satisfaction by handling financial inquiries proficiently.

• Administered establishment and maintenance of effective communication channels within administrative team to enhance collaboration and operational efficiency.
• Monitored attendance records diligently, ensuring adherence to company policies and promoting high attendance rates across training sessions.
• Collaborated with college directors and training officers to streamline administrative processes, aligning them closely with organisational objectives and ensuring operational efficiency.
• Managed development and upkeep of training records, upholding strict compliance with regulatory requirements and industry standards.
• Enhanced administrative workflows through implementation of effective document management strategies and digital tools.
• Led a significant overhaul of record-keeping protocols, resulting in increased compliance to 100% and enhanced audit readiness.
• Increased overall operational efficiency through improved administrative procedures and cross-departmental collaboration.
• Adhered strictly to health and safety regulations within theworkplace environment.

• Elevated customer satisfaction by providing outstanding service, consistently achieving performance benchmarks in resolving queries and fostering positive relationships.
• Utilised the CRM system to meticulously track and manage customer interactions.
• Collaborated with team members to share best practices and improve service techniques.
• Participated in ongoing training sessions to remain updated on product changes and improve problem-solving skills, ensuring readiness to address customer needs effectively.
• Decreased the number of cases escalated to higher management by resolving complex customer issues efficiently.
• Achieved a notable 20% increase in customer satisfaction scores, reflecting enhanced service delivery and client engagement.
• Reduced 15% escalated customer cases through effective problem-solving capabilities and improved overall customer experience.