Binta Sillah
Manchester ,Manchester north west
Summary
Reliable and highly motivated individual seeking role as Customer Service Administrator. Equipped with robust communication and problem-solving skills, along with keen ability to manage administrative tasks efficiently. Committed to enhancing customer experiences and streamlining operational processes for optimal success.
Overview
8
8
years of professional experience
Work history
Airport customer service agent
DHL
Manchester , North west
2026.02 - Current
- Handled flight booking, rescheduling, and cancellation for improved customer experience.
- Upheld high standards of professionalism when interacting with passengers from diverse backgrounds and cultures.
- Assisted in boarding process, ensuring smooth transition for all passengers.
- Contributed to team targets by consistently delivering exceptional customer service under pressure situations.
- Increased efficiency with timely check-in of passengers and their luggage.
- Supported anxious or distressed passengers compassionately helping them handle travel-related stress effectively.
- Welcomed passengers and managed check-in procedures to provide smooth boarding processes.
- Greeted customers with warmth and enthusiasm for faultless front-of-house service.
- Advised customers on specific visa and passport requirements.
- Resolved complaints, cancellations and refunds with mutually beneficial solutions.
- Verified customer passports and documentation to travel.
- Resolved passenger concerns and complaints promptly, maintaining positive customer relations.
Passenger service agent
Swissport
Birmingham, West midland
2023.02 - 2025.11
- Created a comfortable travel experience for passengers by handling their queries efficiently.
- Handled disruption cases such as denied boarding situations or flight cancellations calmly.
- Accelerated check-in process by verifying passenger documents promptly.
- Supported revenue generation efforts through upselling of airline products and services during check-in process.
- Assisted passengers at boarding gates, enabling prompt service and on-time flight departures.
- Spoke clearly to communicate easily with non-native speakers.
Customer service
The grand hotel
Birmingham, West midland
2022.02 - 2022.12
- Motivated staff to deliver exceptional customer service.
- Provided outstanding customer service, enhancing company reputation.
- Prioritised customer service to enhance client relationships.
- Improved company's reputation with exceptional customer service skills
- Provided excellent customer service, resolving any issues promptly.
- Provided excellent customer service resolving payment queries promptly .
- Delivered exceptional customer service, addressing all concerns promptly.
- Enhance venue reputation with excellent customer service.
- Upheld restaurant's reputation with exceptional customer service skills.
Customer service advisor
Sitel uk
Birmingham, West midland
2021.09 - 2021.12
- Coordinated with other teams to resolve multi-faceted client problems.
- Managed complex customer issues to successful resolution.
- Improved customer satisfaction by promptly addressing queries and complaints.
- Handled high volume of calls daily for faster issue resolution.
- Responded to difficult situations calmly, gained trust of aggrieved customers.
- Investigated customer issues to find acceptable conclusion and prevent recurrence.
- Transferred customer calls to respective department or personnel to address specific issues.
- Recorded customer communications to maintain proper documentation.
- Offered recommendations to customers based on specific situations, priorities and obstacles.
- Resolved customer issues effectively, using strong interpersonal skills.
- Answered customer telephone calls promptly and improved on-hold wait times.
- Maintained excellent working relations with numerous external clients, providing timely quotes and shipping information.
- Followed up customer queries to check provided solutions met expectations.
- Delivered exceptional customer service by proactively listening to concerns and answering questions.
- Used Microsoft Word and other software tools to create documents and clear communications.
- Carried out day-to-day duties accurately and efficiently.
- Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
Warehouse operator
ASOS
Doncaster , South Yorkshire
2021.06 - 2021.09
- Supported other departments as required; demonstrated flexibility and team spirit.
- Collaborated with team members for smooth warehouse operations.
- Handled fragile goods delicately, minimising product damage during transport.
- Packaged products securely for prevention of damage during transportation process.
- Organised products in designated areas, facilitating easier access and retrieval when needed.
- Performed routine maintenance on warehouse machinery to prevent breakdowns and delays.
- Picked, packed and dispatched high-volume orders, consistently exceeding warehouse performance targets.
- Reported issues and damages to senior warehouse staff, enabling prompt, effective resolutions.
- Loaded packaged goods on to trucks for shipping.
- Followed safety standards for carrying, moving and storing freight.
- Understood and complied with changing safety, quality and production standards.
- Followed all health and safety guidelines, contributing to a safe workplace environment.
picking and packing
Amazon
Doncaster, South Yorkshire
2020.05 - 2021.01
- Improved warehouse efficiency by accurately picking and packing orders.
- Decreased order fulfilment time through efficient picking and packing methods.
- Listened closely to instructions, carrying out fast-paced picking and packing in line with targets.
- Supported in-store operations by picking and packing orders and loading and unloading shipments.
- Motivated teams to achieve picking and packing targets, increasing customer satisfaction through timely dispatch.
- Followed health and safety regulations consistently, maintaining a safe work environment.
Care assistant
Nurse plus
Doncaster, South Yorkshire
2019.04 - 2020.04
- Responded promptly to emergency situations, ensuring safety of all residents.
- Collaborated with healthcare team for effective patient care delivery.
- Followed strict dietary plans tailored for each patient's health condition resulting in improved overall health status of residents.
- Planned client meal plans, shopped for ingredients and cooked meals.
- Answered questions from clients, family members, and other carers.
- Prepared nutritionally-balanced meals and assisted with feeding to guarantee wellbeing of individuals under care.
- Monitored client health conditions and reported immediate issues to manager.
Crew member/ waitresses
Urban Burger
Doncaster, South Yorkshire
2018.06 - 2019.09
- Operated cash register to take payments and process orders.
- Prepared food and beverages within target timeframes.
- Addressed questions, concerns and complaints of customers.
- Achieved excellent customer service by greeting customers and meeting quality expectations.
- Prepared and packaged orders with precise presentation skills.
- Warmly greeted customers and proactively reduced wait times.
- Maximised restaurant cleanliness and accessibility.
- Ran orders from kitchen to dining areas.
- Shared product knowledge to answer customer questions and make suggestions.
- Took cash and card payment at checkout, providing correct change and receipts when requested.
- Followed health and hygiene standards when handling food and cleaning restaurants.
Education
Bachelor aviation - Aviation Management
University college Birmingham
Birmingham 02.2024
Diploma of Higher Education - Travel and tourism
Hull college
Hull 09.2017
Skills
- Calm under pressure
- Problem-solving
- Communication skills
- Team building
- Leadership
- Multilingual
- Customer focus
- Microsoft office suite proficiency
- Communication efficiency
- Able to multitask
- Resilient under pressure
Languages
Spanish
Native
Timeline
Airport customer service agent
DHL
2026.02 - Current
Passenger service agent
Swissport
2023.02 - 2025.11
Customer service
The grand hotel
2022.02 - 2022.12
Customer service advisor
Sitel uk
2021.09 - 2021.12
Warehouse operator
ASOS
2021.06 - 2021.09
picking and packing
Amazon
2020.05 - 2021.01
Care assistant
Nurse plus
2019.04 - 2020.04
Crew member/ waitresses
Urban Burger
2018.06 - 2019.09
Bachelor aviation - Aviation Management
University college Birmingham
Diploma of Higher Education - Travel and tourism
Hull college