Jacky Maffo

Accomplished Data and Business Support Officer with extensive experience encompassing customer service, complaint handling and office management.

Administration Assistant & Booking Agent - SWEAFT LIMITED

(2026-05)

In my role, I manage incoming telephone calls, customers enquiries and taxi bookings in a professional and friendly manner, as well as scheduling and coordinating taxi journeys, ensuring accurate pick-up and drop-off details. I communicate with drivers to allocate bookings and provide journey updates whilst also maintaining accurate records of bookings, customers information and daily schedules. I process bookings, amendments, cancellations and customer requests efficiently, responding to customers queries and resolving booking issues promptly.

Furthermore, I assist with general administrative duties, including data entry, filing, emails and updating company records, monitored ongoing bookings and liaising with customers and drivers to help ensure smooth and timely journeys. I am confident handling sensitive customer and bookings information and working effectively in a busy, fast-paced environment while prioritising multiple bookings and administrative tasks. I am adept in processing payments and maintaining accurate bookings and transactions records where required to provide a high standard of customer service and built positive relationships with customers and drivers.

Data and Business Support Officer - Trident Group, Birmingham - United Kingdom

(2023-06 - 2025-12)

In my previous role at Trident Group I was responsible for collating and distributing reports across the business four times a week. This included void reporting, eight weekly performance updates including arrears and credits, and missing data and quality checks. This has allowed me to significantly improve my proficiency in Microsoft Excel.

As part of my reporting, I was frequently using CRM software on Microsoft Dynamics to export reports and for data quality checks. I was also part of the team of administrators for external software like Salesforce and Mobysoft; responsible for creating new users, ending licenses and the creation of system-wide reports. As part of that team administration, I assisted with and conducted training for staff; teaching the general usage and tips to increase participation and efficiency.

As part of that, I've been enjoying visiting schemes across the West Midlands. Furthermore, I was completing Business Support and administration, advising and helping staff in the office and via email. I managed my personal inbox and three business inboxes (Business Support, Performance and Business Development).

As a result, I've been exposed to many areas of the bus

Team Administrator - Refugee Action, Birmingham - United Kingdom

(2022-10 - 2023-06)

In my role at Refugee Action, I have been entrusted with overseeing the Home for Ukraine project for Birmingham and Solihull clients, demonstrating my ability to effectively manage complex tasks with precision and attention to detail. This has involved utilizing the Refugee Reporting System (RRS) to generate reports and track arrivals, while maintaining meticulous spreadsheets to add and update client information in the HUB and HUS databases. Additionally, I have been responsible for coordinating with finance to load Paynetic cards, showcasing my financial acumen and meticulousness in handling sensitive financial data.

Proactively monitoring emails and diligently maintaining spreadsheets for staff bookings, I have been a reliable and resourceful point of contact for office operations. I take pride in my ability to consistently deliver accurate and timely reports on new changes and updates regarding arrivals, reflecting my commitment to efficiency and excellence in all aspects of my work.

Senior Customer Services Representative - NatWest Group (NatWest Bank/RBS/Ulster Bank) / FirstSource Solutions LTD, Birmingham - United Kingdom

(2022-08 - 2022-10)

I served as a trusted point of contact for customers, expertly handling a wide range of inquiries related to Loans, Mortgages, Fraud, Debit and Credit Cards, as well as existing accounts. I took pride in providing top-notch customer service, proactively addressing customer concerns and resolving complaints with professionalism and efficiency. As part of my responsibilities, I ensured that client records were consistently updated and maintained accurate information, while also staying abreast of bank policy changes and advising customers on updated terms and conditions.

My proficiency in using systems such as Cloud9/MaxContact and Back Office further enhanced my ability to deliver exceptional service to customers. I consistently demonstrated my commitment to excellence by diligently escalating issues to appropriate levels when necessary, ensuring the highest level of customer satisfaction.

Fleet Administrator/Client Service Advisor - Volkswagen Financial Services/Arvato CRM LTD, Birmingham - United Kingdom

(2019-12 - 2022-03)

I was responsible for effectively managing various aspects of product management, including Contract Hire and Finance Lease agreements, showcasing my expertise in financial services. This involved activating finance agreements, resolving disputes, and efficiently handling refinance, cancellations, and modifications of agreements, while ensuring strict adherence to company policies and procedures. I demonstrated keen attention to detail and a strong understanding of customer affordability, assessing financial risk and making informed decisions to protect the interests of the organization.

I also effectively managed arrears, income, and expenditure, showcasing my proficiency in financial management. Additionally, I extended agreements as needed, while establishing and maintaining effective communication channels with British Car Auctions (BCA) to ensure smooth operations. My proficiency in using CRM, CMS, CBP, SAP, and Realex systems further streamlined processes and enhanced overall productivity.

Customer Services Representative & Fraud Agent - Nationwide Building Society/TSYS, Birmingham - United Kingdom

(2017-10 - 2019-11)

I expertly managed incoming customer calls and inquiries related to existing accounts, showcasing my exceptional customer service skills. I proactively addressed customer concerns and resolved complaints with professionalism and efficiency, ensuring the highest level of customer satisfaction. As part of my responsibilities, I consistently updated and maintained accurate client records, while also advising customers on bank policy changes in terms and conditions.

Additionally, I adeptly handled fraud issues, chargebacks, and Section 75 claims, displaying my keen attention to detail and ability to navigate complex situations. When necessary, I diligently escalated issues to appropriate levels for prompt resolution. My commitment to excellence and proficiency in handling customer inquiries and complaints were evident in my ability to consistently deliver exceptional service.

Administrator Assistant - Barchester Healthcare LTD, Birmingham - United Kingdom

(2013-11 - 2017-08)

I demonstrated a wide range of administrative skills, including general office administration, reception duties, clerical tasks, and efficient filing, ensuring smooth day-to-day operations. Additionally, I provided invaluable support to service users in managing their budgets, finances, and bill payments, showcasing my strong organizational and financial management skills. I diligently monitored health care requirements and additional support needs of service users, displaying my keen attention to detail and commitment to their well-being.

Moreover, I actively collaborated and partnered with external specialist agencies to address any concerns or issues observed, ensuring comprehensive care and support for service users. I also provided escort and companionship services, fostering a positive and compassionate environment. My dedication to providing excellent administrative and support services to service users was evident in my proactive approach and commitment to their welfare.

Customer Service Advisor - Cahinia Accountancy & Business Advisory Service, Birmingham - United Kingdom

(2011-01 - 2013-10)

In my previous role, I adeptly answered phone calls from customers regarding their accounting services, addressing their queries and providing outstanding customer service. I confidently handled daily calls, including resolving complaints with professionalism and efficiency, ensuring customer satisfaction. My proficiency in English and French allowed me to provide exceptional bilingual customer service, catering to a diverse clientele.

I also demonstrated strong data entry skills, accurately processing client personal information in compliance with the Data Act, maintaining strict confidentiality. Moreover, I efficiently forwarded calls to managers or supervisors when necessary, ensuring prompt and effective resolution of customer inquiries. Additionally, I took on responsibilities related to Health and Safety and Fire Safety portfolios, including opening and closing the business premises, showcasing my commitment to maintaining a safe and secure environment.

My ability to handle customer inquiries, provide bilingual customer service, and manage data entry and administrative tasks was evident in my proactive and efficient approach.

Receptionist - Peacock Hotel, Warwick - United Kingdom

(2009-01 - 2011-12)

As a dedicated hotel professional, I efficiently managed bookings and check-ins for guests, ensuring smooth operations and exceptional customer service. I adeptly handled switchboard operations, managing telephone queries with professionalism and courtesy. I provided valuable advice to guests, proactively resolving issues and ensuring their comfort and satisfaction throughout their stay.

Additionally, I expertly directed guests to conference halls and meeting rooms, facilitating smooth event operations. Alongside guest services, I also performed routine administrative tasks, showcasing my organizational skills and attention to detail. This included preparing price quotations for customers, invoicing, handling petty cash, and managing banking transactions.

My ability to manage guest services, administrative tasks, and handle financial transactions was evident in my proactive approach and commitment to providing exceptional service to guests and maintaining smooth hotel operations.

Customer Service Advisor - Monoprix-Douala - Cameroon

(2007-03 - 2008-11)

As a customer service representative, I greeted and welcomed customers, handled telesales calls, promptly responded to customer queries and complaints, generated enthusiasm for products and services, collaborated with senior management on marketing and merchandise ordering, and handled repetitive tasks with attention to detail. I was responsible for opening and closing the store, accounting for money and overseeing personnel for security. My key skills included excellent customer service, strong communication and persuasion, attention to detail, and ability to work collaboratively with senior management, making me an asset to contribute to the success of the business.

Diploma - Social Sciences - Coventry University (2016-09 - 2017-09)

BSc - Public Health - University of Douala (2002-00 - 2005-00)