Ayomide Adefioye
London,UK
Summary
Customer-focused professional with expertise in customer care, data entry, market research, and helpdesk support. Utilises strong analytical and problem-solving skills to enhance customer success strategies and ensure GDPR compliance. Tech-savvy with proficiency in Microsoft Office, committed to driving retention and satisfaction in customer success management.
Overview
9
9
years of professional experience
Work history
Customer experience specialist
Trading 212
London
2026.05 - Current
- Boosted customer satisfaction by addressing and resolving complaints professionally.
- Guided customers through troubleshooting process, ensuring their satisfaction and loyalty.
- Handled high volumes of inquiries efficiently without compromising on quality.
- Collaborated closely with sales team to understand and meet client expectations better.
- Liaised with other departments for a coordinated approach to customer care.
- Established productive relationships with clients through regular communication.
- Managed difficult customers calmly, maintaining company reputation.
- Assisted in the creation of a comprehensive FAQ section on the company website, reducing support call volume.
- Worked on weekends during peak business period for seamless customer service.
Customer Experience Coordinator
Allianz Partners
2024.11 - 2026.05
- Prioritised and resolved customer needs quickly, keeping average resolution time at 15 minutes.
- Managed 50+ customer interactions daily, ensuring adherence to professional service standards to enhance customer satisfaction.
- Handled 10+ regulated complaints weekly, resolving 80% at first contact.
- Maintained FCA compliance and internal guidelines, scoring 100% in monthly audits.
- Recorded 100% customer interactions and case notes for audit-ready follow-ups.
- Completed mandatory training modules to improve skills and knowledge, contributing to overall team competency.
- Participated in team meetings and performance reviews, providing feedback that fostered collaboration and team development.
- Reported and addressed 100% safety concerns, keeping work areas safe and organised.
Marketing Communications Assistant
Solomon Secuirty And Event Solutions Limited
Wokingham
2022.09 - 2024.09
- Developed and executed marketing campaigns, ensuring alignment with strategic objectives.
- Created engaging campaign content for multiple channels.
- Implemented email campaigns to strengthen customer retention outcomes.
- Coordinated with cross-functional teams, analysed marketing data, and produced reports.
- Coordinated with external agencies to successfully deliver advertising campaigns on time and within budget.
- Monitored industry trends and integrated best practices into marketing initiatives.
- Planned marketing budgets and optimised spend across activities.
- Collaborated on website design work to improve user interface.
- Proofread all outgoing correspondence to keep messages error-free.
Customer Service Advisor
Solomon Security and Events Solutions
Wokingham
2022.08 - 2024.09
- Achieved a 95% first-contact resolution rate, reducing the need for follow-ups and increasing efficiency.
- Effectively managed and resolved complex customer complaints, leading to a 20% reduction in escalations.
- Applied de-escalation techniques and provided tailored solutions, strengthening customer trust.
- Handled over 40+ customer interactions daily via inbound and outbound calls, emails, and live chats.
- Collaborated with the team to streamline customer service workflows, resulting in a 30% decrease in response times.
- Contributed to a 10% increase in customer satisfaction ratings by providing accurate and insightful advice.
- Received 90% positive feedback in post-interaction surveys and increased customer loyalty by 18%.
- Built and maintained strong customer relationships through empathy and communication.
- Implemented new CRM strategies that improved record-keeping efficiency by 15%.
- Gained comprehensive knowledge of company services and delivered training sessions for new team members, improving their onboarding experience.
- Executed administrative tasks, managed documentation, and supported supervisors with special projects, ensuring smooth operations.
Customer Service Assistant
Tasty African Food, Croydon
2022.09 - 2024.06
- Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques
- Handled customer complaints, providing solutions that ensured positive resolutions
- Maintained customer happiness with forward-thinking strategies focused on addressing needs and resolving concerns
- Built customer rapport by providing friendly, genuine service, increasing customer retention by 99%
- Answered customer telephone calls promptly, reducing on-hold wait times
- Processed inbound customer calls, delivering information on service or product upgrades
- Handled numerous daily calls, processing orders and managing cancellations.
- Managed over 30 customer queries simultaneously through effective multitasking
Marketing Intern
Geosmartpro
Hatfield
2024.01 - 2024.06
- Managed social media campaigns across platforms, enhancing brand visibility and customer engagement by 30%.
- Developed and implemented a comprehensive content repurposing strategy, increasing reach and engagement by 25%.
- Authored high-quality blog posts and articles, generating new leads and contributing to a 15% boost in conversions.
- Analysed website traffic and user engagement metrics to refine content strategy, enhancing user experience.
Public Relation Assistant
Maritime Workers Union Of Nigeria
Lagos
2020.11 - 2022.07
- Established a positive public image for the organisation through strategic media relations and public speaking engagements, enhancing public perception and visibility.
- Coordinated public awareness campaigns, collaborating with stakeholders to promote organisational goals and initiatives successfully.
- Conducted public outreach and education activities, raising awareness and understanding of key federal programs, contributing to a 25% increase in program participation.
- Organised and facilitated workshops to educate the public on the organisation's mission and values; leading to greater community engagement and a 30% rise in event attendance.
- Cultivated relationships with members of the public, enhancing public confidence and trust in the organisation.
- Created communication materials, including press releases and educational resources, to inform the public on key social issues; improving awareness and understanding.
School Receptionist
African Church Grammar School
Abeokuta
2019.10 - 2020.02
- Managed high volume of incoming calls, providing information and resolving inquiries to improve communication efficiency within the school.
- Coordinated meetings and appointments for staff, teachers, and parents to ensure efficient communication and enhance parent-teacher collaboration.
- Processed incoming and outgoing mail and packages, ensuring timely distribution and maintaining organised records of all correspondence.
- Created and maintained detailed records for meetings, student activities, and school events, ensuring accuracy and accessibility for future reference.
- Assisted with school events and community outreach programs, enhancing student participation and community involvement.
- Supported the development and facilitation of school programs, ensuring alignment with the school's mission and fostering a collaborative learning environment for students and staff.
- Collaborated closely with teachers, school administrators, and staff to design and implement school-wide initiatives aimed at enhancing student learning and academic outcomes, contributing to a 15% improvement in student performance metrics.
- Developed and coordinated extracurricular activities and learning resources, fostering student engagement and supporting holistic development beyond the classroom.
- Managed financial transactions, including cash, credit card, and check payments, maintaining accuracy and ensuring proper documentation, reducing accounting errors by 10%.
Art Teacher
African Church Grammar School
2019.10 - 2020.02
- Adapted teaching methods and materials to address students' varying needs and interests
- Created lesson plans and scheduled each day to promote maximum student learning and enrichment.
- Planned and organised classrooms to facilitate positive learning experiencess
- Administered assessments to determine each student's specif ic educational and social needs
- Established productive rapport with parents, encouraging parental involvement to boost student achievement
- Prepared quizzes, tests and examinations to gauge how well students were learning
- Established productive rapport with parents, encouraging parental involvement to boost studentachievement
- Engaged in professional development courses to improve instructional methods to keep up-to-date with new teaching methods and developments in f ield
Executive Assistance
Lagos State Development and Property Corporation
2017.10 - 2018.02
- Provided comprehensive administrative support to senior executives, including calendar management and meeting coordination.
- Organised and scheduled over 100 meetings and events annually with 100% on-time delivery.
- Arranged domestic and international travel plans, achieving 15% cost savings through effective negotiation and planning.
- Managed confidential correspondence, emails, and calls, ensuring timely responses and effective follow-ups.
- Streamlined communication processes, reducing response times by 20%.
- Supported special projects, conducted research, and prepared reports for executive presentations, enhancing decision-making.
- Organised filing systems for efficient information retrieval, facilitating quick access to critical documents.
Education
Master of Arts - Media Communications and Journalism
University of Hertfordshire
Hatfield, Hertfordshire 09/2022 - 02/2025
Bachelor of Arts - History and International Relations
Tai Solarin University of Education
Nigeria 10 2016 - 6 2020
Skills
- Customer service
- Customer success
- Problem-solving ability
- Analytical skills
- Market research capabilities
- Tech-savvy
- Microsoft Office proficiency
- Multitasking proficiency
- Time management
- Focused prioritization
- Effective communication
- Interpersonal skills
- Empathy and flexibility
- Attention to detail
- Project support
- Customer retention
Timeline
Customer experience specialist
Trading 212
2026.05 - Current
Customer Experience Coordinator
Allianz Partners
2024.11 - 2026.05
Marketing Intern
Geosmartpro
2024.01 - 2024.06
Marketing Communications Assistant
Solomon Secuirty And Event Solutions Limited
2022.09 - 2024.09
Customer Service Assistant
Tasty African Food, Croydon
2022.09 - 2024.06
Customer Service Advisor
Solomon Security and Events Solutions
2022.08 - 2024.09
Public Relation Assistant
Maritime Workers Union Of Nigeria
2020.11 - 2022.07
School Receptionist
African Church Grammar School
2019.10 - 2020.02
Art Teacher
African Church Grammar School
2019.10 - 2020.02
Executive Assistance
Lagos State Development and Property Corporation
2017.10 - 2018.02
Bachelor of Arts - History and International Relations
Tai Solarin University of Education
10 2016 - 6 2020
Master of Arts - Media Communications and Journalism
University of Hertfordshire
09/2022 - 02/2025