Juwon Adenusi Email & Phone Number

London, Gb

London, England, United Kingdom

- Lead customer support operations with a community-first approach developing efficient processes, automations and improvements to enhance customer journeys - Delivered a high-quality support experience across multiple platforms (Slack, HubSpot, Gmail) by ensuring all queries were prioritised and resolved within Service Level Agreements (SLAs) - Investigated SLA breaches, identified process improvements and implemented adjustments to uphold service quality - Provided regular KPI performance reports to senior management pinpointing areas for further improvements to exceed community satisfaction - Regularly reviewed and updated processes, knowledge base articles and automations to reduce queries and improve efficiency - Built and maintained onboarding and quality assurance programs and processes to support skill development and knowledge transfer - Developed and implemented community support strategies in line with company growth plans, prioritising innovative solutions to reduce queries whilst maintaining exceptional support experiences - Frequently made data-driven decisions to create and improve exceptional customer experiences - Collaborated with several key stakeholders, fostering relations internally and enhancing the community voice - Oversaw and optimised inboxes, tickets and efficiently managed escalated issues, ensuring complex community concerns were addressed with effective resolutions.

London, England, United Kingdom

- Assisted clients (worth £4m ARR) with PassFort issues, raising bugs and product requests to improve customer experience - Used API client (Postman) to rerun checks for clients and began studying API documentation to deepen service capabilities. - Contributed to the successful onboarding of several clients since joining - Enhanced Zendesk workflows by creating macros, speeding up processes and improving client relations - Trained colleagues on platform use, support processes, and tools to ensure service quality - Collaborated across sales, product, and engineering as the ‘voice of the customer’

London, England, United Kingdom

- Provide customer support to different housing industries who use Fixflo’s three products, serving as primary contact for 1000 SMB and mid-market clients - Host 2 hour long weekly webinars to provide better training and onboarding for clients - Communicate with customers via telephone and email, ensuring prompt resolutions and follow up. - Reported app and web bugs, providing product insights - Administer data imports for clients whilst also being GDPR compliant - Enhanced the company’s help site by updating and creating resources for agencies, landlords and contractors - Supported monthly support reports with data analysis to inform action plans

Soho, London

- Co-managed a team of 10 remote and in-house moderators providing 24/7 customer support and community moderation - Assist in creating procedures and team training processes for external moderators to improve productivity and ensure a consistent, high-quality approach - Conducted user behaviours analysis and provided insights through regular reports - Resolved support issues and onboarded new members, managing contact points - Collaborated with leadership on community guidelines, customer support and safety content - Manage ticketing, reporting, and contributed content across channels

Waterloo, London

- Executed social media marketing campaigns across 55 sites generating over 82,000 followers and 86,146,990 views across various platforms including Facebook, Instagram, Twitter and Google +.- Collaborated with clients to coordinate social media marketing campaigns, including The Al Faisaliah hotel, The World Travel Awards and Legend Golf & Safari Resort- Created, monitored and managed creative content on a daily basis to suit desired demographic- Engaged with communities and managed relationships with target demographic- Evaluated and updated client databases- Monitored competitors’ activity and marketing campaigns - Measured the effectiveness and reach of any existing social media campaigns.- Experienced in using Social Media Tools such as Sendible and Hootsuite- Planned and scheduled editorial themes and editorial calendar.

Sainsbury’S, Rayleigh Weir, Rayleigh, Essex

- Working in a fast paced environment to deliver excellent customer service and meet daily customer demand- Responsibilities involved responding to customer enquiries, building sound product knowledge, ensuring the shelves are constantly stocked and well-presented and baking fresh rolls to replenish low stock

Hadleigh, Essex

- Interacting with and serving customers on a face to face basis and seeking to increase the sales of the company’s products- Responsibilities involved meeting targets set by management both individually and as a team, selling products or upgrades to potential customers, talking to customers and management to negotiate sales, executing a range of tactics to gain a larger customer base and increasing product penetration in specific areas through collected research

Bachelor’S Degree, Bachelor Of Arts In Sports Management (Honours), Upper Second Class Degree Classification.

- Graduated with a Second Class (2:1) Degree Classification. - Dissertation based on the study of the Paralympic Legacy and Media.

Education record

High School