Olivia Musonda

A leading investment advisory service for high-net-worth individuals seeking to maximize investment returns.

• Email Marketing & Direct Response: Manage mass email campaigns using Constant Contact for webinar registrants and attendees, sending follow-up emails after webinars, and tracking engagement with UTM links to optimize conversion rates.
• Cross-Functional Collaboration: Work closely with operations, sales, and benefits experts to ensure smooth handling of website inquiries and proper follow-up for urgent requests.
• Webinar & Content Amplification: Collaborate with podcast and content teams to decide which articles need amplification through podcast episodes, drafting cheat sheets, descriptions, and thumbnails. Ensure smooth integration of podcast content into digital channels.
• Vendor & Technical Support: Manage relationships with external creative teams and vendors, providing oversight of creative assets and ensuring timely delivery for multi-channel campaigns.
• Compliance Management: Work directly with the compliance team to ensure that all marketing materials, including emails, webinars, and promotional content, meet regulatory standards.
• Data-Driven Insights: Leverage data from UTM tracking and QR codes to evaluate campaign performance, iterating on strategies for improved user engagement and retention.

An American bank specializing in credit cards, auto loans, and savings accounts.

• Complex Issue Resolution: Resolved 95% of escalated complaints within 48 hours, improving customer satisfaction by 15% through effective problem-solving and process optimizations.
• Customer Education & Engagement: Guided over 60 customers daily in using digital banking tools, reducing service requests by 30% and improving operational efficiency.

In this role, I actively guided and educated customers on utilizing digital banking platforms and tools to alleviate financial anxiety and promote informed decision-making.

• Customer Education & Engagement: Guided over 60 customers daily in using digital banking platforms and tools, reducing service requests by 30% and improving operational efficiency.
• Operational Efficiency: Conducted ATM custodian duties with 100% operational efficiency, ensuring smooth and reliable service.
• Account Management: Opened and reviewed business accounts, adhering to compliance and security protocols, and supporting branch operations with accuracy and attention to detail.

Modern senior living catering to various stages of elderhood with multiple care levels and community engagement.

• Event Coordination & Engagement: Assisted with promoting events and managing digital payments, increasing resident participation by 15% and fostering stronger community engagement.
• Resident & Visitor Management: Handled 50+ inquiries daily, improving resident satisfaction by 20% through efficient issue resolution and administrative support.