CUSTOMER SERVICE ADVISOR (Zero Carbon Living) at OVO Energy (2025-09 – Present)
- Consistently meet and exceed key performance indicators, with a primary focus on driving high customer satisfaction scores and delivering first-time resolutions.
- Take full ownership of complex customer complaints, identifying root causes and implementing effective solutions to restore trust and prevent further escalation.
- Serve as the Acting Team Leader during the TL's absence, ensuring the squad remains motivated, follows workflows, and hits daily operational targets.
- Actively guide and coach team members by sharing technical expertise and best practices to resolve immediate queries and elevate the squad's collective skill set.
- Drive the "Plan Zero" mission by leading strong customer conversations about OVO's sustainable products while autonomously managing personal and team workloads.
SENIOR TEAM LEADER at Concentrix (2023-10 – 2025-02)
- Presented key performance metrics and strategic goals to clients, strengthening relationships and driving business alignment.
- Provided strategic support to Operations, ensuring efficient performance and target achievement.
- Led the team to consistently achieve business KPIs, contributing to sustained company growth.
- Directed the scheduling and comprehensive training of Team Leaders, enhancing overall team performance and leadership quality.
- Effectively resolved complex issues, ensuring smooth and continuous operations.
- Streamlining team on-boarding and adaptation, facilitating rapid alignment with both existing policies and newly implemented processes.
TEAM LEADER at Concentrix (2022-08 – 2023-09)
CONTENT MODERATOR at Concentrix (2021-06 – 2022-07)
GRAPHIC DESIGNER at Technavision (2020-05 – 2021-06)
- Conceptualized visually appealing layouts across various advertising materials, including social media posts, signages, menus, banners, panels, posters, and flyers.
- Expertise in handling large-scale production printers and plotters
- Brainstorm ideas with client for style, production, and timeline to ensure the outcome reflect their goals.
- Established regular communication with external partners to ensure timely project completion while maintaining the high-quality standards.
- Demonstrated a proactive approach by offering cost-effective solutions for each project
WORKING STUDENT, Global Communications Department at Roche Diabetes Care (2018-09 – 2019-08)
- Maintenance and governance of Roche Diabetes Care's Internal communication SharePoint sites, encompassing both global and local intranets.
- Facilitated comprehensive training sessions to empower teams across Austria, France, Germany, Italy, Spain, UK & Ireland, APAC, and EMEA LATAM regions in the development and updating of global intranet content.
- Ensured the accuracy and professionalism of internal communications through rigorous proofreading and timely publication of news, announcements, and departmental updates on a regular basis.
ACCOUNT EXECUTIVE at Spectrum Y&R Communications Ltd (2015-03 – 2017-04)
- Efficiently managed marketing activities and advertising campaigns for key agency clients on TV, print, radio, and online platforms.
- Actively participated in pitch presentations aimed at attracting new business opportunities.
- Skilfully managed both international and national clients from diverse sectors including FMCG, aviation, education, oil and gas, ensuring successful outcomes.
- Efficient communication both within and outside the agency to ensure smooth workflow and prompt resolution of any issues.
- Contributed valuable insights and feedback throughout the entire advertisement development process, from inception of idea to the final execution.
