Anastacia Lawoyin
London
Summary
Highly motivated and results-driven professional with 2+ years of experience in client management, data analysis, and cross-functional project coordination. I am excited to apply my proven ability to build strong client trust and enhance operational efficiency within a fast-paced environment. I'm actively looking to hone my and client-facing skills to build expertise in digital advertising, AdTech/MarTech platforms, and revenue-generating strategy as a Client Services Analyst at Epsilon.
Overview
5
5
years of professional experience
Work history
Client Relations Associate
Makers Academy
London
08.2023 - Current
- Key Program Launch & Project Coordination: Served as the Project Coordinator for the launch of a new, high-profile apprenticeship program with Google. Successfully managed the rollout, delegating roles, rapidly responding to educational changes, and coordinating cross-functional teams to ensure a smooth and seamless execution.
- Client Service & Growth: Acted as the primary operational point of contact for high-tier accounts (e.g., Deloitte, Monzo), playing an integral role in building client trust and managing all operational queries and support.
- Campaign & Performance Reporting: Leveraged data in Excel to generate monthly, quarterly, and ad-hoc performance reports, presentations, and detailed feedback for clients (e.g., DWP), directly supporting strategy discussions.
- Strategy Enablement: Managed client surveys, analysing client feedback and providing strategic recommendations for continuous service improvements and future actions.
- Cross-Functional Support: Collaborated with Training and Marketing teams to coordinate and project manage key client events (e.g., Demo Days), ensuring seamless execution and timely delivery.
IT Customer Support Specialist
Hinduja Global Solutions (HGS)
London
01.2022 - 06.2023
- Data Analysis & Improvement: Tracked, analysed, and monitored customer data to identify persistent issues, resulting in the resolution of over 30% of ongoing issues and a 40% reduction in customer case load within a eight-week period.
- Reporting & Visualisation: Implemented the use of visual aids (charts, graphs) in generating daily/weekly reports for senior management, enhancing clarity and decision-making speed.
- Operational Excellence: Streamlined data management processes, improving customer data accuracy by 70% and ensuring meticulous attention to data integrity, critical for GDPR compliance.
- Service Level & Communication: Maintained a 95% customer satisfaction rating and successfully managed and resolved over 7,000 technical customer complaints, consistently meeting stringent SLAs.
Brand ambassador
Schroders Investment Bank
Leicester
09.2020 - 01.2021
- Marketing & Strategy: Conducted market research and competitive analysis to identify industry trends, providing strategic recommendations to maximise client ROI and increase brand awareness.
- Campaign Reporting: Prepared client reports and presentations, effectively communicating campaign results and insights; conducted post-campaign analysis to evaluate effectiveness and optimise future strategies.
- Project Delivery: Project managed the delivery of a successful webinar with over 80 international attendees, showcasing strong organisational and coordination skills.
- Digital Engagement: Increased brand awareness by 76% in 6 weeks through managing and creating social media content.
Education
GCSEs - Religious Studies, English Language and Literature, Statistics, Maths, Science, Drama, History
St. Anne's Catholic High School for Girls
London 09.2011 - 08.2016
A-Levels - Philosophy and Ethics, Sociology, English Language and Literature
LASWAP Sixth Form
London 09.2016 - 08.2018
Bachelor of Arts - Politics and International Relations
University of Leicester
Leicester 09.2018 - 06.2021
Foundations of Democracy: America Law, Politics and Economy
Center on American Studies International Summer School
London 07.2021 -
Business, Operations and Marketing Internship
Bright Network
07.2020 -
Skills
- Data & Reporting: Excel, Data Visualisation, Insight Generation, Post-Campaign Analysis
- Client Management: Client Account Management, Stakeholder Management, Active Listening, Conflict Resolution, Trust Building, SLA Management
- Project & Operations Cross-Functional Collaboration: Process Improvement, Operational Efficiency, Time Management and Prioritisation, Critical Thinking
- Software: HubSpot (CRM), PowerPoint, Microsoft Office, Ticketing Systems
Timeline
Client Relations Associate
Makers Academy
08.2023 - Current
IT Customer Support Specialist
Hinduja Global Solutions (HGS)
01.2022 - 06.2023
Foundations of Democracy: America Law, Politics and Economy
Center on American Studies International Summer School
07.2021 -
Brand ambassador
Schroders Investment Bank
09.2020 - 01.2021
Business, Operations and Marketing Internship
Bright Network
07.2020 -
Bachelor of Arts - Politics and International Relations
University of Leicester
09.2018 - 06.2021
A-Levels - Philosophy and Ethics, Sociology, English Language and Literature
LASWAP Sixth Form
09.2016 - 08.2018
GCSEs - Religious Studies, English Language and Literature, Statistics, Maths, Science, Drama, History
St. Anne's Catholic High School for Girls
09.2011 - 08.2016