Open to opportunities

Doyin Akande

@doyinakande

Message

I am a Customer Success Manager focused on retention and client growth.

United Kingdom

Message

What I'm looking for

I’m seeking a Customer Success role where I can drive retention, expand account growth through upselling, and apply my Excel and client-management skills in a collaborative, growth-oriented company with clear progression.

I am a proactive Customer Success Manager with over seven years' industry experience and a BA (Hons) in Business and Human Resource Management (2:1). At Virtalent I managed a portfolio of 105 high-value clients, developed and executed customer success strategies, and increased customer retention by 90% through targeted engagement, upselling and process improvements.

I excel at Excel-based data analysis, stakeholder management and cross-functional collaboration, having supported pensions, wealth management and financial planning teams. I seek roles where I can combine my organisational strengths, problem-solving and client-focused approach to drive adoption, reduce churn and support company growth.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Manager

Current

Virtalent

Managed a portfolio of 105 high-value clients, increasing customer retention by 90% and contributing to revenue growth through upselling and cross-selling. Developed customer success strategies, conducted business reviews, and used CRM tools to monitor KPIs and improve service quality.

Customer Success Account Management CRM Upselling Stakeholder Management KPIs

Pension Review Manager

Office for National Statistics

Sep 2022 - Aug 2023 (11 months)

Distributed and prioritised workflow to exceed quality service goals and analysed large databases using advanced Excel techniques to support pension reviews. Resolved team issues daily and applied problem-solving to maintain service standards.

Microsoft Excel Data Analysis Problem Solving Team Coordination Database Management Quality Assurance

Financial Planning Administrator

Charles Stanley & Co

Dec 2021 - Sep 2022 (9 months)

Processed new business and serviced client accounts within portfolios valued over £30 million, providing high-level administrative support to financial planners and preparing client reports and meeting minutes.

Client Servicing Microsoft Excel Calendar Management Financial Reporting Documentation

Senior IFA Administrator

AFH Wealth Management

Dec 2018 - Dec 2021 (3 years)

Led administrative support for 14 IFA portfolios valued over £20 million, delegating tasks to junior administrators and administering pension products, SIPPs, ISAs and bonds to ensure accuracy. Collated customer profiles to identify common onboarding issues.

Portfolio Administration Pension Administration ISAs Customer Onboarding Team Leadership Stakeholder Management

IFA Administrator

AFH Wealth Management

Aug 2018 - Nov 2018 (3 months)

Maintained administration systems and diary management to ensure accurate client data and SLA-compliant workflows, and prepared client correspondence. Ensured confidentiality and accurate record keeping across client files.

Administration SLA Record keeping

Financial Complaints Administrator

HSBC

Sep 2017 - Jul 2018 (10 months)

Resolved customer complaints by calculating commission redress in line with FCA regulation and performed quality assurance auditing of Excel redress calculations. Ensured compliance with bank policies and regulatory standards.

Regulatory Compliance Commission Redress Microsoft Excel Quality Assurance Data Analysis

Education

Degrees, certifications, and relevant coursework

Birmingham City University

Bachelor of Arts (Honours), Business and Human Resource Management

2014 - 2017

Grade: 2:1

Completed BA (Hons) in Business and Human Resource Management with a 2:1 classification at Birmingham City University from September 2014 to July 2017.