Albert Sadiku
Results-driven Customer Service Professional
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About
Results-driven Customer Service Professional with over 5 years of experience delivering exceptional support across call centre, online, and B2B environments. Proven ability to resolve complex issues, manage high-volume communications, and consistently exceed performance targets. Adept at leveraging CRM systems (Zendesk, HubSpot, Freshdesk) and remote collaboration tools to maintain high levels of customer satisfaction and operational efficiency.
Seeking to leverage strong problem-solving and communication skills in a remote Customer Service role.
Experience
Contact Centre Representative - Health First UK - Manchester, United Kingdom
(2024-09)
- Efficiently managed 30-50 inbound and outbound calls daily, consistently meeting the Average Handle Time (AHT) target of 6-8 minutes while maintaining high-quality scores.
- Resolved a high volume of customer issues by identifying root causes and providing effective, long-term solutions, contributing to departmental success.
- Maintained meticulous records of customer interactions in the company CRM, ensuring data integrity for follow-up and reporting.
- Reduced issue escalation by proactively addressing customer needs and providing comprehensive first-call resolution.
Customer Service Advisor - Greater Works Recruits UK - Manchester, United Kingdom
(2022-05 - 2024-08)
- Manages an average of 250 customer calls weekly, consistently maintaining a 90%+ customer satisfaction (CSAT) score through effective and empathetic communication.
- Expertly handles and resolves customer complaints, de-escalating situations to achieve positive outcomes and retain customer loyalty.
- Processes customer orders and requests with high accuracy, ensuring a seamless and positive customer journey.
- Collaborates effectively with team members in a fast-paced environment to ensure collective service excellence goals are met.
Online Customer Support Representative - Kleaner Corporate Services Limited - United Kingdom
(2020-08 - 2022-05)
- Achieved a 93%+ customer satisfaction (CSAT) score by resolving support tickets via email and live chat within an average of 6 minutes.
- Managed the full lifecycle of support tickets using ticketing systems, from initial query to successful resolution.
- Collaborated with sales and technical teams to resolve complex, multi-departmental issues, improving overall resolution time and customer experience.
- Authored and updated internal knowledge base articles, empowering customers to self-serve and reducing incoming ticket volume.
Education
Master of Science - Procurement, logistics and supply chain management - University of Salford (2024 - 2025)
Bachelor of Science - Economics - University of Ilorin (2014 - 2015)
