Customer service assistant at Dana Airlines/Group (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 at Jumia (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 at Landy/Taste (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 at Mitie/self (2025-09 – Present)
- 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.
