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JULIANA OSOH

@julianaosoh

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Customer Success leader with 9+ years improving service quality, retention, and customer experience.

United Kingdom

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What I'm looking for

I’m looking for a Customer Success role where I can improve service quality and customer experience in high-volume environments, lead onboarding and change initiatives, and use data-driven insights to drive continuous improvement and measurable business outcomes.

I’m a Customer Success & Service professional with over nine (9) years of experience supporting customers, resolving complex issues, and ensuring excellent service delivery across telecom, SaaS, real estate, and financial services.

At BT Group, I deliver frontline contact centre support, handling high call volumes while resolving billing, technical, and service enquiries. I’ve maintained strong First Contact Resolution (FCR) and improved Customer Satisfaction (CSAT), including measurable reductions in repeat calls and complaint recurrence through empathetic de-escalation and feedback-driven improvements.

In my prior roles at Landwey Investment, I led SaaS-style customer onboarding and project rollout, supported high-value accounts, and improved retention and referrals through transparent progress reporting and stronger delivery coordination. I also built SOPs to strengthen business coordination and used sprint-style planning to increase efficiency and adaptability.

Earlier, at Stanbic IBTC Bank Plc, I supported operational excellence in global money operations with strict SLA adherence and compliance (KYC, AML). Across every role, I bring cross-functional collaboration, continuous improvement mindset, and data-informed performance reporting to help teams embed change initiatives and deliver better outcomes.

Experience

Work history, roles, and key accomplishments

Current

Service Guide (CS Support)

Current

BT Group (EE Limited)

Apr 2024 - Present (2 years 3 months)

Provided frontline contact-centre customer support for BT and EE across broadband, mobile and digital services, handling 60–80 inbound calls/day. Resolved billing and technical issues with 55–70% first-contact resolution, de-escalated complex cases (25% fewer repeat calls), and improved CSAT by 20%.

Customer Support Contact Centre Operations Billing Support First Contact Resolutions De escalation Escalation Management Quality & Compliance Customer Feedback Analysis

Senior Customer Success Manager

Landwey Investment Limited

May 2021 - Dec 2023 (2 years 7 months)

Led SaaS-style customer onboarding, solution delivery, and project rollout for a real estate subsidiary, boosting customer retention by 60%. Oversaw high-value client accounts, coordinated delivery across marketing, operations and engineering using Trello and Jira, and produced progress and KPI reports that improved referrals by 30% and productivity by 70%.

Customer Onboarding Customer Success Solution Delivery Rollout Account Growth Cross functional Leadership Stakeholder Management Trello Jira SOP Development KPI Reporting Performance Metrics Customer Insights Progress Reports Sprint Planning

Client Relationship Manager

Landwey Investment Ltd

May 2019 - Apr 2021 (1 year 11 months)

Managed 3,000+ client accounts and improved onboarding and operational delivery across 15+ project locations using structured customer and project management frameworks. Increased revenue by 30% through property allocation optimization and accelerated infrastructure development by 40% by implementing a structured levy collection process and delivering data-driven KPI reports.

Client Relationship Management Customer Onboarding Cross Selling Upselling Stakeholder Management KPI Reporting Performance Insights Property Allocation Optimization Levy Collection Process Operations Coordination

Customer Service & Ops Exec

Stanbic IBTC Bank PLC

Feb 2016 - Apr 2019 (3 years 2 months)

Processed and monitored financial transactions with strict SLA adherence and KYC/AML compliance, ensuring 100% adherence to anti-money laundering regulations. Developed SOPs and educated clients on banking products, increasing product adoption by 30%, and handled PTA requests by verifying and validating client documentation.