Samuel Philips

Dedicated professional with 20+ years of experience in social work, administration, and project management. Proven track record of delivering results-driven projects and fostering meaningful relationships. Seeking a challenging role that utilizes my skills in leadership, communication, and problem-solving.

Customer service assistant - Dana Airlines/Group - Lagos, Nigeria

(2002-03 - 2007-09)

• Resolved complex client queries promptly to boost overall satisfaction.
• Managed high volume inbound calls whilst maintaining excellent standards.
• Streamlined internal support processes to reduce average waiting times.
• Delivered tailored product advice to drive successful account renewals.
• Collaborated with diverse teams to resolve intricate service grievances.

Zendesk Officer - Jumia - Nigeria

(2015-02 - 2020-12)

• 5 years experience relating with customers and handling core Issues.
• Bringing the customers closer to satisfy and complement their orders.
• Ticket Management: Handling customer queries across email, chat, and social media, converting them into structured support tickets.
• System Administration: Configuring triggers, automations, and macros to streamline workflows and set up knowledge base articles.
• Data Protection & Compliance: Managing Subject Access Requests (SARs), data erasure requests, and ensuring GDPR compliance.
• Performance Reporting: Monitoring KPIs like response time, CSAT (customer satisfaction), and ticket volume to improve team efficiency.
• Escalation & Resolution: Resolving complex, high-risk issues and monitoring portal-driven workflows.

Customer assistant - Landy/Taste - Edinburgh, Scotland

(2025-01 - 2025-09)

• Provided administrative support, including scheduling, correspondence, and record-keeping.
• Demonstrated strong organizational skills, attention to detail, and ability to prioritize tasks.
• Resolved complex client queries to ensure high satisfaction consistently.
• Managed daily administrative tasks to support efficient store operations.
• Processed customer payments securely whilst maintaining accurate records.
• Promoted seasonal product ranges to successfully boost annual net sales.
• Provided expert advice on store items to improve the shopping experience.

Facility worker/Project Management - Mitie/self - Edinburgh, Scotland

(2025-09)

• Managed projects from conception to completion, ensuring timely delivery and budget adherence.
• Coordinated with team members, stakeholders, and clients to achieve project objectives.
• Orchestrated complex project lifecycles to deliver goals under deadline.
• Managed cross-functional team outputs to improve operational efficiency.
• Optimised resource allocation schedules to reduce overall project costs.
• Led stakeholder meetings to align strategic vision with project targets.
• Implemented agile methodologies to streamline workflows and team output.
• Managed facility upkeep tasks whilst coordinating vital project schedules.
• Optimised building operations by overseeing contractors and site budgets.
• Directed site maintenance teams to ensure high standards were maintained.
• Supervised complex renovation projects to ensure strict quality controls.
• Coordinated site infrastructure works to improve daily staff operations.

ATS ICAN DIPLOMA/ACCA