Lola Johnson

Organised and adaptable professional with experience in customer support, change coordination, and hospitality, adept at managing inquiries, emails, and administrative tasks. Proven ability to handle multiple priorities, resolve issues effectively, and maintain clear communication with stakeholders. Eager to contribute strong organisational and administrative skills to support S & D Trade Recruitment Ltd's client office operations during this temporary role.

Hospitality Support - Light Nation UK - London

(2023-01)

• Provided a warm and professional welcome to members and visitors, efficiently handling enquiries, offering directions, and managing seating arrangements.
• Assisted with hospitality setup, maintained organised communal areas, and collaborated with volunteers to ensure seamless event execution, fostering a positive and inclusive community environment.

Digital & IT Change Coordinator - Axis Europe - London

(2023-05 - 2023-11)

• Oversaw the Digital and IT Change process, ensuring smooth transitions and timely delivery of tasks.
• Served as a primary point of contact for escalations, facilitated multi-team collaboration, and maintained transparent communication with all stakeholders.
• Coordinated inter-departmental efforts and resolved concerns to support service management functions.
• Demonstrated composure under pressure, led meetings effectively, and maintained team focus.
• Cultivated robust organisational and accountability skills.

Customer Support Officer - MERAKI TALENT LIMITED (Soho House) - London, UK

(2023-02 - 2023-04)

• Functioned as the primary client contact for booking and amending reservations and memberships.
• Enhanced customer experience by professionally and promptly addressing complaints and issues.
• Liaised with support, operations, and technical teams to ensure a seamless customer journey.
• Provided booking and reservation assistance to service users via the STORM system.

Customer Service Analyst - MERAKI TALENT LIMITED (Sony Music trading as Raymond Gubbay) - London, UK

(2022-11 - 2023-01)

• Ensured a high-quality and efficient customer experience across all festive light trail bookings.
• Managed customer tickets, analysed inquiries and complaints, and contributed to the continuous improvement of customer journeys.
• Monitored ticketing systems, identified recurring customer issues, and provided actionable insights to reduce complaints and improve overall satisfaction.
• Collaborated closely with venue staff, event managers, ticketing partners, and operations teams to resolve customer issues and address escalation queries.
• Leveraged CRM data, customer feedback, and incident logs to identify trends and recommend enhancements for customer experience and operational efficiency.

Call Handler - MERAKI TALENT LIMITED (SERCO Test and Trace NHS) - London, UK

(2021-12 - 2022-05)

• Supported the national COVID-19 response by conducting structured interviews, verifying data, and communicating public health guidance to the public.
• Gathered and validated exposure information for case tracking with meticulous accuracy and consistency.
• Delivered sensitive information with empathy and clarity, guiding individuals on isolation requirements, signposting them to additional support, and assisting them through a difficult period.

Teaching Assistant - Rotherhithe Primary School - London, UK

(2019-01 - 2019-12)

• Provided classroom and one-on-one support to students with diverse learning needs.
• Prepared educational materials and assisted with daily classroom activities.
• Adapted communication styles for individual students and employed active listening techniques.

Counselling Skills - Counselling - Learning curve (2025-01 - 2025-12)

Health & Social Care Management Level 5 - Health & Social Care Management - Oplex Careers (2023-01 - 2023-12)

BSc - Primary Education - University of Greenwich (2016-01 - 2018-12)

Level 3 - Health & Social Care - Vocational Skills Center (2014-01 - 2014-12)

Level 2 - Childcare - Smart Training (2013-01 - 2013-12)

BTEC National - Business - St. Francis Xavier 6th Form College (2006-01 - 2008-12)