Rachael Obasa
Reading,UK
Summary
Operations and client administration professional with 8+ years’ experience supporting high-volume service delivery. Skilled in client communication, workflow control, KPI and TAT management, accurate documentation, and issue resolution. Calm under pressure, service-focused, fluent in English, and experienced in time-critical and night-shift operations.
Overview
7
7
years of professional experience
1
1
Certification
Work history
Operations & Client Communications Manager
Methodist Church House
06.2024 - 12.2025
- Accountable for day-to-day operational communications across a multi-department organisation, acting as a central coordination point to ensure requests, issues, and escalations are logged, tracked, and resolved within agreed timelines.
- Controlled high-volume workflows across multiple teams, ensuring delivery against service expectations, deadlines, and leadership priorities; proactively flagged risks where turnaround times were at risk.
- Maintained accurate records of incidents, feedback, and service issues, producing clear reports for senior leadership to support decision-making and performance oversight.
- Managed time-critical communications during live town halls and organisational events, ensuring real-time issue handling, stakeholder alignment, and continuity of service.
- Handled sensitive personal and organisational data in line with governance, confidentiality, and compliance standards, maintaining accuracy and discretion at all times.
- Independently organised workload in fast-paced environments, re-prioritising tasks at short notice while maintaining quality and attention to detail.
- Supported onboarding and guidance of colleagues on systems, processes, and communication standards, ensuring consistent service delivery.
Finance Operations Communications Lead
Deloitte LLP
11.2023 - 05.2024
- Played a key role in establishing a new operations-facing communications function within NSE Finance, supporting a large stakeholder group with structured, reliable service delivery.
- Acted as a primary operational contact for finance stakeholders, managing daily requests, handling escalations, and ensuring issues were resolved efficiently and professionally.
- Introduced structured tracking and reporting of requests, issues, and engagement activity, improving visibility, accountability, and response times.
- Supported delivery of time-sensitive finance communications, working under pressure to meet strict deadlines while maintaining accuracy and clarity.
- Ensured consistency and correctness of information across systems and channels, supporting internal quality standards.
- Used Excel and Microsoft 365 tools to track activity, manage workloads, and support reporting.
Internal Engagement & Operations Support Executive
Mott MacDonald
09.2022 - 10.2023
- Supported global operational communications across 20+ countries, managing structured workflows and ensuring timely, accurate delivery of information.
- Controlled distribution of high-volume communications, ensuring the right information reached the right audience at the right time, in line with operational priorities.
- Identified discrepancies, gaps, and delays in information flow, escalating issues to senior stakeholders to prevent service impact.
- Maintained clear, auditable documentation and reporting to support operational reviews and continuous improvement.
- Worked across time zones and under competing priorities, demonstrating strong organisation, accuracy, and resilience under pressure.
- Supported onboarding and informal training of colleagues on systems, processes, and operational standards.
Internal Communications & Administration Executive
FCTA
02.2019 - 08.2022
- Delivered administrative and operational support within a regulated public-sector environment, supporting internal services with strict governance requirements.
- Managed and safeguarded sensitive information, ensuring confidentiality and compliance at all times.
- Coordinated multiple operational workstreams simultaneously, maintaining accuracy while meeting tight deadlines.
- Acted as a professional point of contact for staff and stakeholders, handling queries and complaints tactfully and service-mindedly.
- Improved internal information flow and reporting processes, reducing delays and improving operational efficiency.
Education
BSc - Mass Communication
Covenant University
Master of Arts - Media & Public Relations
Newcastle University
Skills
- Client Administration & Daily Client Communication
- Operations Support & Case / Workflow Control
- KPI, TAT & Service Performance Monitoring
- Incident, Issue & Request Tracking and Reporting
- High-Accuracy Data Entry & Documentation
- Stakeholder & Customer Relationship Management
- Handling Sensitive & Confidential Information
- Time-Critical & High-Volume Workloads
- Escalation, Risk Flagging & Issue Resolution
- IT & Systems Use (MS 365, SharePoint, Excel, CRM-style tools)
- Training & Supporting New Team Members
- Working Nights, Rotational Shifts & Weekends
Certification
- Google Digital Skills Certification
- Certified Scrum Product Owner (Scrum Alliance)
AVAILABILITY
- Available for full-time night shifts
- Flexible to work weekends and time-critical schedules
- Able to attend on-site shifts as required
Timeline
Operations & Client Communications Manager
Methodist Church House
06.2024 - 12.2025
Finance Operations Communications Lead
Deloitte LLP
11.2023 - 05.2024
Internal Engagement & Operations Support Executive
Mott MacDonald
09.2022 - 10.2023
Internal Communications & Administration Executive
FCTA
02.2019 - 08.2022
Master of Arts - Media & Public Relations
Newcastle University
BSc - Mass Communication
Covenant University