Feranmi Olajumoke

Customer Experience professional with experience across customer success, product marketing, and relationship management. Skilled in engaging customers across multiple channels, understanding customer needs, resolving issues, educating users on products, and identifying opportunities to improve retention and engagement. Experienced in managing high-volume customer interactions, maintaining 90%+ customer satisfaction, and collaborating cross-functionally to improve the customer journey.

Combines a customer-first approach with strong commercial and communication skills to turn customer interactions into positive experiences and business outcomes.

Business development/Sales at FMDQ Group (2025-12 – Present)

• Engaged with institutional stakeholders to understand their needs, explain relevant FMDQ products and services, and convert eligible stakeholders into active participants.
• Managed stakeholder conversations from initial engagement through follow-up and participation, ensuring prospects received the information and support required to move forward.
• Built and maintained relationships with stakeholders through consistent communication, follow-ups, and timely resolution of questions or concerns.
• Used consultative questioning to understand stakeholder requirements and position relevant solutions based on their business needs.
• Collaborated with internal teams to resolve stakeholder issues and remove barriers affecting participation and conversion.
• Maintained accurate stakeholder information and engagement records to support effective follow-up and relationship management.
• Contributed to commercial objectives by driving stakeholder participation and increasing engagement with FMDQ products and services.

Customer Success at Meristem Securities (2024-03 – 2025-12)

• Managed an average of 80+ customer interactions weekly, resolving inquiries, complaints, and transaction-related issues while delivering clear and personalized guidance.
• Resolved customers inquiries, complaints, and transaction issues across multiple channels, simplifying complex processes into clear easy to understand guidance while handling an average of 80+ customer interactions weekly.
• Maintained high customer satisfaction by delivering accurate information and empathetic service, achieving 90%+ customer satisfaction based on internal feedback scores.
• Collaborated with internal teams to escalate and resolve complex customer issues efficiently, contributing to a 25% reduction in average resolution time.
• Identified recurring customer pain points and provided actionable feedback to relevant teams, supporting continuous improvement in service delivery.
• Supported customer retention initiatives by ensuring successful issue resolution and follow-ups, contributing to improved client loyalty.
• Maintained accurate customer records and interaction logs using internal systems.

Content Curation at WeTalkSound (2023-10 – 2024-01)

• Sourced, created, and curated audience focused content, publishing an average of 10 posts per week across platforms, driving consistent engagement and audience growth
• Ensured all content was relevant, accurate, and aligned with audience interests through thorough review and factchecking, maintaining 100% content accuracy.
• Launched and managed an Artist Appreciation Edition, increasing engagement by 70% and generating 500+ likes per post.
• Grew the platform's audience through community-driven content and strategic storytelling, achieving a 35% increase in followers during the campaign period.

Product Marketing intern at Fluidcoins (2022-08 – 2023-01)

• Crafted and executed a cross-platform content strategy across Instagram, Twitter (X), and LinkedIn, increasing brand visibility and audience engagement by 30%.
• Defined and implemented go-to-market strategies that supported product launches and improved adoption across target user segments.
• Managed weekly and monthly newsletters, leveraging A/B testing to optimize open rates, click-through rates, and overall subscriber engagement
• Conducted in depth user research with existing customers to gather actionable feedback, directly informing product and service improvements
• Executed customer retention campaigns and engagement initiatives that contributed to a 10% reduction in churn rate.

B.Sc. (Hons) in Applied Geophysics – Obafemi Awolowo University (2018-02 – 2024-02)