BABATUNDE SAMUEL WILLIAMS
Luton,UK
Summary
Experienced in administrative roles with focus on public service. Skilled in managing sensitive documents and ensuring compliance with regulations, contributing to streamlined operations. Reliable in handling customer enquiries and adept at maintaining confidentiality.
Overview
13
13
years of professional experience
9
9
years of post-secondary education
1
1
Certification
Work history
Passport office worker
Iron Mountain
Hemel Hempstead, Hertfordshire
2024.11 - 2025.07
- Assisted applicants in completing forms accurately, preventing processing delays.
- Increased efficiency of document retrieval with a well-organised filing system.
- Delivered professional passport services, resulting in improved customer satisfaction.
- Maintained high-quality service standards during peak periods under pressure.
- Utilised Microsoft Word and other software tools for document creation and communication.
- Compiled essential data into spreadsheets to enhance understanding of business performance.
Customer Support Specialist
High Impact Careers
London Colney, Hertfordshire
2023.09 - 2024.10
- Resolved an average of 50 customer queries daily through online chat and support email.
- Achieved a 90% first-contact resolution rate by utilising support software tools effectively.
- Tracked and analysed frequent inbound queries, updating Customer FAQ site with relevant resources.
- Reduced query volume by 30% through enhanced customer self-service capabilities.
- Maintained compliance with GDPR while handling sensitive customer data during support activities.
- Collaborated with Operations and Customer Success teams to deliver optimal solutions.
- Ensured timely responses within internal SLAs of 24-48 hours in proficient English.
- Upheld data confidentiality and security, achieving 100% compliance during audits.
Customer Experience Specialist
GSM Oil Unique Ventures
2015.01 - 2023.05
- Maintained thorough and accurate customer service records, ensuring confidentiality and security of financial information. Successfully documented and tracked 95% of customer interactions in the CRM system, improving data accuracy and service efficiency.
- Developed and optimized reporting tools using Excel Pivot and VBA, reducing processing time by 50%. Enhanced the efficiency of handling customer inquiries and feedback, resulting in a 30% decrease in response time and a 20% increase in customer satisfaction.
- Created weekly reports detailing customer feedback, common issues, and service performance metrics. These reports facilitated continuous improvement and strategy development, contributing to a 15% improvement in first-call resolution rates.
- Reviewed and updated customer service policies and procedures based on the analysis of customer interactions and feedback. Ensured compliance with company standards and regulation, leading to a 25% reduction in policy-related customer complaints.
Administrative Assistant
Suave Group
2012.02 - 2014.11
- Enhanced data accuracy and efficiency by 20% through meticulous customer information management in Excel.
- Delivered analytical support to sales and marketing departments, fostering data-driven strategies that increased customer engagement and conversion rates by 25%.
- Streamlined operations by managing sourcing and purchasing of office supplies, leading to a 15% reduction in procurement costs.
- Assisted in the preparation of regularly scheduled reports for upper management review.
- Improved customer satisfaction through prompt response to email and phone queries.
Education
MASTERS IN MANAGEMENT SCIENCE - Management
University Of Herefordshire
Hatfield 2023.09 - 2024.09
Bachelor of Science - I N T E R N A T I O N A L R E L A T I O N S
GIRNE AMERICAN UNIVERSITY
Kibris, Girne 2015.03 - 2020.07
Higher National Diploma - Banking And Finance
Lagos State Polytechnic
Lagos,Nigeria 2010.09 - 2013.06
Skills
- Customer Support Tools
- Jira
- Intercom
- Django
- Google Sheet
- Attention to detail
- Tracking inbound queries
- Handling sensitive customer data
- Sharing data according to confidentiality policies
- Teamwork
- Project management
Certification
- Introduction to Data Analytics - IBM
- Data Analytics Bootcamp - High Impact Careers
- Customer Relationship Management - New Horizons
References
References available upon request.
Timeline
Passport office worker
Iron Mountain
2024.11 - 2025.07
Customer Support Specialist
High Impact Careers
2023.09 - 2024.10
MASTERS IN MANAGEMENT SCIENCE - Management
University Of Herefordshire
2023.09 - 2024.09
Bachelor of Science - I N T E R N A T I O N A L R E L A T I O N S
GIRNE AMERICAN UNIVERSITY
2015.03 - 2020.07
Customer Experience Specialist
GSM Oil Unique Ventures
2015.01 - 2023.05
Administrative Assistant
Suave Group
2012.02 - 2014.11
Higher National Diploma - Banking And Finance
Lagos State Polytechnic
2010.09 - 2013.06