ADEDAYO CHRISTIANAH ALADE
Rothwell
Summary
Seasoned Customer Service Manager with deep understanding of customer relations and service operations. Strong problem-solving, leadership, and communication skills honed through management roles in diverse business settings. Proven track record in developing effective strategies that improve customer satisfaction rates and foster loyalty. Succeeded in transforming customer service departments into efficient, success-driven teams contributing to company growth.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Customer Service Advisor
HM Revenue and Customs
Edinburgh
11.2023 - Current
- Handled daily office activities, including data entry and database auditing, maintaining smooth operations
- Input transactions into an accounting system to track payments and forecast sales
- Offered high levels of administrative support to managers, ensuring smooth running of company operations
- Answering calls efficiently, recording accurate messages and swiftly following up on enquiries
- Maintained manual and electronic filing and information systems, ensuring ready available and accurate data
- Produced statistical analysis and reporting using Excel
- Worked as part of the administrative team, identifying and suggesting improvements to internal administration processes and systems
- Forwarded letters, packages and other incoming correspondence to customers, staffs and departments without delays
Customer Service Representative
Lloyds Banking Group
Dunfermline
08.2023 - 11.2023
- Helped customers feel valued and appreciated by proactively going the extra mile to solve queries and complaints
- Made suggestions and recommendations to customers based on issue or complaint description
- Helped customers resolve difficulties using attentive listening skills and clever problem- solving
- Maintained excellent customer satisfaction by resolving issues, product difficulties, complaints and questions efficiently and effectively
- Conducted general administration such as issuing refunds, responding to enquiries and answering external calls
- Assisted in the upselling of additional, upgrades or higher value products by communicating deals throughout conservations
- Kept up to date in product changes, developments and issues resolved to efficiently answer customer queries
- Addressed and resolved customer complaints in a timely, efficient and helpful manner
- Answered customer questions through a variety of different platforms such as live chat, phone, letter and email
- Assisted in fulfillment of customer orders placed in person, via email, online and by telephone
- Maximized customer satisfaction by resolving service issues promptly
- Processed and issued product orders and service upgrades for customers
Health Care Assistant
Leys Park care center - St Philips care
Dunfermline
11.2022 - 05.2023
- Assisting with personal care
- Providing company: chatting and sharing news
- Involvement with writing residents' care plans
- Providing information to family members regarding the care plan
- Ensuring that the resident's needs and wishes are met
- Working with other health and social care professionals to provide holistic care
- Familiar with proper moving and handling techniques
Health Care Assistant
Professional Carers Agency
South Queensferry
09.2022 - 10.2022
- Performing all task within established protocols and practice guidelines
- Carrying out basic health checks such as height, weight, pulse rate
- Giving professional advice on basic health norms
- Maintaining accurate patients record encountered at all times in line with standard practice
- Identifying potential concern with the patient's health and escalating it to the Nurse and medical team
Customer Service Manager
Alexa Physiotherapy and Rehabilitation Clinic
Akure
12.2018 - 07.2022
- Provided exceptional customer service, ensuring that customer satisfaction is met.
- Developed and implemented ways for providing an excellent customer service experience.
- Reviewed customer feedback and complaints to identify areas requiring improvement in customer service processes.
- Monitored staff performance to ensure adherence to customer service standards.
- Analyzed call center data to identify trends in customer issues and recommend solutions accordingly.
- Created reports on customer feedback, complaints, and suggestions for management review.
Customer Service Representative
Nigerian Association of Retired People
Akure
02.2018 - 11.2018
- Handling service users complaints
- Liaising with service providers
- Linking service users with the needed service providers
- Advising clients on the services most appropriate for them
- Keeping records and processing service users accounts
Senior Technologist
Divine orthopedic hospital
Akure
01.2016 - 01.2018
- Compile and analyze testing and information
- Write reports and documents detailing results of test
- Monitor production operations to ensure continued safety and conformance
- Consult with service users and production on product tests and results
- Handling and storing chemicals
- Preparing orders for reagents used in the laboratory
- Cleaning, sterilizing and maintenance of tools
- Developed a new analytical procedure that improved efficiency by 10%
Technologist
Divine Orthopedic Hospital
Akure
01.2012 - 12.2015
- Preparation of simple solutions used in the laboratory
- Keep laboratory areas clean and all equipment in good working order
- Ran mixture calculations for batches
- Evaluates material performance safety and conformance
- Safely handling of all materials and chemicals used in analysis
School Teacher
Comprehensive High school
Iko Ekperem
02.2008 - 01.2009
- Planning and delivering well-structured lessons, which engage and motivate students
- Planning and organizing visits, field studies and special activities connected with the teaching of the subjects
- Supporting the school in delivering the national curriculum set by the government
School Teacher
02.2008 - 01.2009
- Comprehensive High school, Iko Ekperem Cross River state
- Planning and delivering well-structured lessons, which engage and motivate students
- Planning and organizing visits, field studies and special activities connected with the teaching of the subjects
- Supporting the school in delivering the national curriculum set by the government
- Skills
- Time Management: Ability to prioritize tasks, manage time efficiently, and meet deadlines
- Multitasking: Capability to handle multiple responsibilities simultaneously without compromising on quality
- Verbal Communication: Strong interpersonal skills to effectively communicate with colleagues, clients, and stakeholders
- Data Management: Competence in managing databases, maintaining accurate records, and ensuring data confidentiality
- Analytical Thinking: Ability to assess situations, identify problems, and develop effective solutions
- Resourcefulness: Being proactive and finding innovative ways to overcome challenges and streamline processes
- Accuracy: Ensuring all tasks are completed with a high level of precision and minimal errors
- Customer Service: Providing exceptional service to clients, visitors, and colleagues by addressing inquiries and resolving issues promptly
- Team Collaboration: Working effectively with team members across various departments to achieve common goals
- Flexibility: Adjusting to changing priorities and working effectively in a dynamic environment.
Education
Masters of Business Administration - Strategic Project Management
Edinburgh Napier University
01.2024
Higher National Diploma - Applied Chemistry
Osun State Polytechnic Iree
Osun, Nigeria01.2007
National Diploma - Science Laboratory Technology
Osun State Polytechnic Iree
Osun, Nigeria01.2004
High School Diploma Certificate -
Adepetu Comprehensive College Ile-Ife
Osun, Nigeria01.2001
Skills
- Service Delivery Optimization
- Handling Escalations
- Workflow Management
- Project Management
- Call Center Operations
- Regulatory Compliance
- Complaint resolution
- Quality Assurance
- Work Prioritization
Accomplishments
- Training in health care service certificate ( Allison)
- Protecting vulnerable groups certificate (PVGs)
Certification
- MBA - Strategic Project Management (MBA)
- Higher National Diploma certificate (HND)
- Ordinary National certificate (OND)
- High School Diploma Certificate
Interests
Hobbies , Reading Walking Traveling
Languages
- English
- French
Languages
English
First Language
French
Intermediate (B1)
B1
References
References available upon request.
Timeline
Customer Service Advisor
HM Revenue and Customs
11.2023 - Current
Customer Service Representative
Lloyds Banking Group
08.2023 - 11.2023
Health Care Assistant
Leys Park care center - St Philips care
11.2022 - 05.2023
Health Care Assistant
Professional Carers Agency
09.2022 - 10.2022
Customer Service Manager
Alexa Physiotherapy and Rehabilitation Clinic
12.2018 - 07.2022
Customer Service Representative
Nigerian Association of Retired People
02.2018 - 11.2018
Senior Technologist
Divine orthopedic hospital
01.2016 - 01.2018
Technologist
Divine Orthopedic Hospital
01.2012 - 12.2015
School Teacher
Comprehensive High school
02.2008 - 01.2009
School Teacher
02.2008 - 01.2009
- MBA - Strategic Project Management (MBA)
- Higher National Diploma certificate (HND)
- Ordinary National certificate (OND)
- High School Diploma Certificate
Masters of Business Administration - Strategic Project Management
Edinburgh Napier University
Higher National Diploma - Applied Chemistry
Osun State Polytechnic Iree
National Diploma - Science Laboratory Technology
Osun State Polytechnic Iree
High School Diploma Certificate -
Adepetu Comprehensive College Ile-Ife
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