Rosemary Okunrobo

OKUNROBO ROSEMARY OSARIEMEN - PROFESSIONAL SUMMARY-Results-driven Sales, Customer Experience, and Marketing Professional with over 7 years of experience driving revenue growth, optimising customer engagement, and strengthening brand positioning across diverse industries. Skilled at developing and executing strategies that have increased sales by up to 35%, improved customer satisfaction scores by 25%, and accelerated onboarding efficiency by 30%. Skilled in CRM management, data analysis, cross-functional collaboration, and end-to-end customer lifecycle management. Consistently recognised for building strong client relationships, resolving complex issues, and delivering tailored solutions that enhance loyalty and retention. Proficient in leveraging social media analytics, AI tools, and marketing automation platforms to maximise reach and impact. A certified professional in Customer Service Experience, Prompt Engineering, and Project Management, with a proven ability to adapt quickly, drive continuous improvement, and align strategies with organisational goals. SKILLS TECHNICAL SKILLS  CRM Software (Salesforce, other CRM tools)  Social Media Management and Analytics  Live Chat Software  Marketing & Sales Tools  Email Marketing Platforms (SendGrid)  Microsoft Office Suite (Word, Excel, PowerPoint)  User Acceptance Testing (UAT) SOFT SKILLS  Customer Relationship Management  Cross-selling and Upselling  Prospecting and Lead Generation  Relationship Building  Conflict Resolution  Problem-solving  Active Listening  Excellent Communication         AI Tools for CV/Content Creation Survey and Feedback Tools Data Analysis and Reporting Marketing Strategy Development Content Development (Brochures, Proposals, Press Releases) Advertising Campaign Management Customer Service Platforms Clarity Analytics        Adaptability Attention to Detail Time Management Team Collaboration Data Collection and Research Sales Strategy Development Customer Retention and Loyalty Building PROFESSIONAL EXPERIENCE Customer Relationship Manager (Remote) Nov 2024 - Till date CVTOCAREER PTY LTD, Australia  Act as a primary liaison between senior management, clients, and development teams, driving crossfunctional collaboration that improved project delivery timelines by 18% and reduced communication gaps across departments.       Conduct comprehensive audits of stakeholders’ timesheets and project activities, achieving 100% compliance with company standards and ensuring alignment with contractual obligations and key milestones. Monitor and analyse workflow stages on the customer vertical, proactively identifying bottlenecks and implementing process improvements that accelerated task completion by 22% and enhanced overall service delivery. Oversee the full client onboarding lifecycle, managing documentation, verification, and account setup to achieve a 95% client satisfaction rate and reduce onboarding turnaround time by 30%. Lead end-to-end employee onboarding, coordinating training programs, facilitating system access, and streamlining integration processes to support rapid productivity for new hires. Evaluate the operational readiness of completed vertical implementations, verifying configurations against client specifications to ensure 100% deployment accuracy and readiness for go-live. Develop customised CVs and professional documents tailored to each client’s career objectives and industry standards, leveraging AI-powered tools to improve client placement success rates by 40%. Customer Service Optimisation Specialist / Customer Experience Consultant Jun 2024 - Nov 2024 CVTOCAREER PTY LTD, Australia  Assessed and refined customer application profiles, implementing targeted modifications that increased approval rates by 28% while ensuring a highly personalised service experience.  Resolved escalated customer complaints and processed returns, driving a 35% reduction in repeat issues and contributing to a 20% boost in overall customer satisfaction scores.  Reviewed and validated aggregator eligibility, achieving 100% compliance with regulatory standards and maintaining the integrity of client qualification processes.  Analysed failed applications to identify root causes and implemented corrective measures, reducing application failure rates by 25% and improving process efficiency.  Created customised CV variants tailored to each client’s objectives and industry requirements, resulting in a 40% increase in positive client feedback and successful placements.  Led User Acceptance Testing (UAT) for new features and updates, ensuring alignment with user needs and achieving a 100% acceptance rate before deployment.  Supervised cross-functional stakeholder activities, maintained accurate project documentation, and coordinated timelines to enhance workflow consistency and elevate the customer experience. Senior Marketing Executive/ Telemarketing Jun 2023 - Jun 2024 PRISTINE SCHOOL OF MANAGEMENT, Lagos  Initiated and managed outbound calls to prospective and existing customers, effectively converting leads and increasing product and service sales by 30% through persuasive communication and tailored value propositions.  Accurately documented customer purchase orders and streamlined transaction processing, reducing order errors by 20% and ensuring compliance with company protocols.  Oversaw the complete customer purchase journey, coordinating timely processing and delivery that improved customer satisfaction scores by 25%.  Supervised and coached the sales team to consistently meet and exceed performance targets, fostering a high-performance culture that contributed to a 15% increase in quarterly revenue.  Built and nurtured long-term client relationships, resulting in a 35% growth in repeat business and stronger brand loyalty across key customer segments.  Set ambitious sales objectives and successfully achieved revenue goals through strategic customer engagement, cross-selling, and upselling initiatives.  Collected and analysed customer feedback to inform marketing strategies, driving the development of targeted campaigns that increased customer engagement and improved product-market fit. Marketing Research Analyst / Human Resources Jun 2023 - Jan 2024 PRISTINE SCHOOL OF MANAGEMENT, Lagos  Conducted in-depth market research and demand analysis, uncovering new customer segments and driving a 20% increase in market penetration through data-informed strategies.  Collected and evaluated competitor intelligence on pricing, sales performance, and distribution channels, delivering actionable insights that shaped product positioning and improved sales outcomes.  Synthesised complex research findings into clear, data-driven recommendations, preparing visually engaging reports and presentations that supported executive decision-making.  Monitored emerging market trends and consumer behaviour shifts, enabling the development of targeted marketing campaigns that boosted engagement by 25%.  Led end-to-end recruitment processes including sourcing, interviewing, and onboarding, successfully filling key roles and improving time-to-hire metrics by 30%.  Organised and facilitated staff training programs, conducted performance evaluations, and provided coaching to support professional development and strengthen team effectiveness.  Maintained accurate HR records, monitored attendance and compliance, and ensured adherence to legal and organisational policies, achieving 100% audit readiness across all documentation. Business Development Executive Jul 2021 - Mar 2023 CONNOISSEUR CLUB NIGERIA, Lagos  Developed and nurtured high-value relationships with existing and prospective clients through in-person meetings and virtual engagements, contributing to a 35% increase in new business acquisition.  Leveraged CRM tools to track sales activities, maintain detailed client records, and produce accurate forecasts and performance reports that informed strategic decision-making by executive leadership.  Designed and executed customer retention and growth initiatives that established a strong business pipeline and drove consistent revenue growth within the assigned territory.  Proactively updated and expanded the client database, improving data accuracy and enabling targeted sales and marketing campaigns that increased engagement by 25%.  Created persuasive proposals, presentations, and marketing collateral to showcase the company’s value propositions, accelerating the sales cycle and enhancing conversion rates.  Identified untapped market opportunities and developed targeted strategies to acquire new clients, successfully expanding the company’s market share and increasing territory coverage by 30%.  Generated comprehensive, data-driven sales reports and performance dashboards, equipping leadership with actionable insights to refine business development strategies and optimise results. Sales and Marketing Executive/ Media Co-Host May 2020 - Apr 2021 REALTY POINT LIMITED, Lagos  Contributed to the development and execution of high-impact marketing strategies, aligning product offerings with market trends and customer insights to increase engagement and drive a 20% uplift in sales.  Conducted in-depth competitor product research, gathering intelligence that informed positioning strategies and strengthened the brand’s competitive edge in key markets.  Designed and implemented targeted marketing campaigns, collaborating with media partners and sponsors to boost brand visibility and expand audience reach by 25%.  Partnered closely with the sales team to craft customised sales strategies, ensuring seamless integration of marketing initiatives with revenue objectives and achieving consistent sales target attainment.    Responded promptly to client inquiries regarding product features and applications, fostering trust-based relationships and maintaining a 95% customer satisfaction rate. Researched, analysed, and synthesised background information for news stories, identifying compelling angles and structuring content to deliver impactful and engaging narratives. Edited written materials for accuracy, clarity, and adherence to brand voice, while coordinating interviews with key stakeholders to enrich content and enhance broadcast quality. Marketing Executive Mar 2019 - Apr 2020 VANPEUX GLOBAL SYNERGY, Lagos  Developed and implemented targeted marketing strategies that boosted brand awareness by 30% and significantly increased engagement within core customer segments.  Organised and led successful advertising campaigns, exhibitions, and promotional events, ensuring flawless execution and alignment with business objectives, resulting in a 25% increase in lead generation.  Conducted comprehensive market research to track trends, evaluate brand perception, and monitor competitor activities, providing actionable insights that shaped campaign priorities and improved ROI.  Designed and managed customer surveys to collect feedback on needs, preferences, and satisfaction, leveraging insights to refine marketing initiatives and enhance customer loyalty.  Produced clear, persuasive content for marketing materials—including brochures, press releases, and web copy—strengthening brand messaging and driving audience engagement.  Built and nurtured collaborative relationships with media vendors and publishers, securing high-visibility placements and cost-effective promotional opportunities.  Partnered with cross-functional teams and external stakeholders to ensure consistent brand positioning and cohesive messaging across all marketing channels. Social Media Manager May 2018 - Aug 2020 DENKELLY STUDIOS, Awka  Measured and analysed the impact of social media campaigns, delivering data-driven insights that increased engagement rates by 35% and improved the effectiveness of marketing strategies.  Managed and optimised key performance indicators (KPIs) across multiple platforms, aligning social media efforts with business objectives and supporting consistent audience growth.  Monitored traffic and user behaviour trends, adapting content strategies in real time to sustain audience engagement and expand organic reach by 25%.  Curated and published high-quality content that adhered to brand guidelines and industry regulations, maintaining a cohesive and professional online presence.  Planned and executed targeted advertising campaigns on key social media platforms, driving a 40% increase in campaign visibility and conversions.  Actively engaged with followers through timely responses and interactive content, strengthening customer relationships and enhancing brand loyalty.  Developed and delivered comprehensive performance reports, leveraging insights to refine content strategies and ensure continuous improvement across all channels. AWARD Most Influential Corp Member, NYSC |2018| CERTIFICATES Professional Certification in Customer Service Experience, Udemy Professional Certification in Prompt Engineering, Udemy |2025| |2025| Project Management Professional, Udemy Diploma in Consumer Behaviour, Uniathena EDUCATIONAL BACKGROUND B.Sc. Marketing Diploma in Marketing REFERENCE Available On Request |2024| |2024| |2016| |2013| NNAMDI AZIKIWE UNIVERSITY, AWKA NNAMDI AZIKIWE UNIVERSITY, AWKA