Donna Djouadi

I am an experienced Customer Service and Retention Specialist with over eight years supporting UK and international customers in high-volume, KPI-driven environments. I specialize in customer retention, complaint resolution, and CRM-driven relationship building.

At PrepayPower I conduct outbound win-back calls, manage daily and monthly KPIs to reduce churn, support retention strategies and lead-generation campaigns, and mentor team members within the Loyalty team. At BT Group I acted as first point of contact for billing, faults and complex complaints, resolved issues with a customer-centric focus, mentored new hires and provided interim team-lead support, earning an Adviser of the Year award.

Previously, I led the implementation of a company-wide project management software solution and coordinated stakeholders and cross-functional teams as a project manager. I am adaptable to new systems and bring strong problem-solving and analytical skills to operational challenges.

I am seeking a remote, English-speaking customer support or customer success role where I can apply my retention expertise, KPI discipline, and mentoring experience to deliver measurable improvements in customer loyalty and satisfaction.