Open to opportunities

FRANCISCA AKAPO

@franciscaakapo

Growth-oriented product and operations professional with 8 years' cross-functional experience driving customer retention.

United Kingdom

Message

What I'm looking for

I seek a role where I can lead cross-functional initiatives, improve customer experience, apply product and operational skills, mentor teams, and drive measurable retention and efficiency gains.

I am a dynamic, growth-oriented professional with eight years of experience across sales, marketing, operations, and product/project management, consistently improving customer satisfaction and retention. I have a proven track record of resolving complex customer issues, optimising workflows, and delivering data-driven improvements that reduce costs and prevent escalations.

I combine strong analytical and problem-solving skills with hands-on experience in case management, digital support, CRM-driven sales growth, and product onboarding. I am Agile-trained (Scrum) with product management education, and I mentor teams to boost performance while maintaining compliance and improving platform reliability.

Experience

Work history, roles, and key accomplishments

Digital Specialist

Bupa

Jul 2025 - Feb 2026 (7 months)

Provided digital platform support and training to policyholders and internal teams, resolving over 95% of inquiries on first contact and improving platform reliability through cross-functional troubleshooting.

Digital Support Customer Service Troubleshooting GDPR Training Analytics

Case Management Specialist

Virgin Media O2

Aug 2024 - Jul 2025 (11 months)

Managed complex customer cases and escalation protocols, saving ~£600 per case and mentoring advisors to drive a 20% increase in customer satisfaction.

Case Management Escalations Mentoring SLA Management Reporting Customer Satisfaction

Sales & Customer Service Associate

Furla UK Ltd

Dec 2022 - Mar 2024 (1 year 3 months)

Implemented targeted CRM campaigns that increased monthly sales by 60% and achieved 95% customer satisfaction, driving a 20% rise in repeat business and referrals.

CRM Sales Customer Service Upselling Reporting Data Visualization Client Relations KPI Tracking

Business Operations Associate

Nestcoin Ltd

Nov 2021 - Dec 2022 (1 year 1 month)

Monitored daily operations and onboarding compliance, coordinated with IT and stakeholders to accelerate product launches, and captured customer feedback to improve service quality.

Operations Management Onboarding Stakeholder Management Product Support Customer Feedback Compliance

Business Operations Officer

Turbova Ltd

Mar 2016 - Nov 2021 (5 years 8 months)

Improved financial reporting accuracy by 20% and assisted in managing project budgets over ₦500 million, ensuring full compliance with financial policies and preventing overruns.

Financial Reporting Budget Management Compliance Operations Process Improvement Project Support

Customer Representative

Amazon UK

May 2014 - Jan 2016 (1 year 8 months)

Resolved customer inquiries to achieve a 95% satisfaction rating, contributing to a 20% increase in repeat business through timely and effective issue resolution.

Customer Support Documentation CRM Communication