Emmanuel Okuguni
United Kingdom
Summary
Attentive Customer Support specialist who offers top strengths in relationship-building and conflict resolution.
Trained in high-volume call management and accurate documentation.
I consistently work towards attracting new business opportunities and possess a talent in administrative oversight, recruitment processes and customer service improvements.
Overview
8
8
years of professional experience
10
10
years of post-secondary education
Work history
Senior Sales Advisor
IMT Global
Birmingham, United Kingdom
06.2023 - 04.2025
- Spearheaded a successful sales strategy, consistently exceeding monthly targets by 15%
- Utilized CRM systems to track customer interactions and identify opportunities for upselling and cross-selling
- Conducted in-depth product demonstrations, showcasing features aligned with customer needs
- Established and nurtured long-term customer relationships, resulting in a 20% increase in repeat business
- Collaborated with the product development team to provide customer feedback, contributing to product and service enhancements.
Customer Relationship Specialist
Toji Connections ltd
London, United Kingdom
02.2023 - 05.2023
- Implemented and optimized CRM systems for clients, ensuring seamless integration and functionality
- Provided comprehensive training to clients on utilizing CRM tools, tailoring sessions to their specific business needs
- Analyze customer data and feedback to recommend improvements in CRM strategies, leading to a 10% increase in client satisfaction
- Collaborated with cross-functional teams to troubleshoot and resolve CRM issues promptly
- Used in-depth product understanding to answer customer questions knowledgeably.
- Accepted direct payments and set up invoicing and payment plans for complex orders.
- Act as a key point of contact for clients, addressing inquiries and ensuring ongoing customer success.
Mortgage Administrator
Nationwide Building Society
Bognor Regis, United Kingdom
07.2022 - 01.2023
- Progressed mortgages through to legal completion and beyond
- Liaised with Mortgage Advisers to ensure appraisal on the progress of mortgage cases and resolving any queries that arise
- Monitoring client emails, account management of repeat clients
- Acted as the first port of call for queries from clients, lenders and conveyancers
- Documented client applications for personal, business and mortgage loans.
- Facilitated smooth mortgage application process by maintaining regular contact with clients, lenders and solicitors.
- Working collaboratively to maintain query queue and team productivity during business hours.
Customer Support Advisor
Serco
London
07.2021 - 03.2022
- Successfully assisted Universal credit claimants in their queries regarding their Universal Credit claims
- Developed an empathetic way of communicating to claimants
- Cultivated rapport with claimants and also learned to deal with difficult customers while ensuring their needs are satisfied
- Established meaningful relationships with colleagues to ensure that the companies targets and KPIs were met and exceeded.
Customer Service Advisor
Sitel Group
London, United Kingdom
11.2020 - 05.2021
- Established positive relationships with clients by going extra mile to build rapport.
- Learned to deal with difficult customers while ensuring their needs are satisfied
- Tracked orders and processed refunds for new and existing customers.
- Recorded customer communications to maintain proper documentation.
- Boosted monthly sales revenue by skillfully promoting diverse product and service options.
- Assisted customers with varying questions using product knowledge and service expertise.
Customer Assistant
Lidl
Chafford Hundred, United Kingdom
01.2020 - 10.2020
- Maintained sales floor stock levels through consistent monitoring and regular replenishments.
- Delivered exceptional level of service to each customer by listening to concerns and answering questions.
- Provided warm, positive customer care from arrival to departure, encouraging return visits and repeat spending.
- Trained new associates on cash register operations, advising on appropriate handling of customer sales, refunds and cashing up.
- Provided fast checkout service with high levels of customer care and transaction speed.
Sales Assistant
JD sports
Lakeside Shopping Centre
11.2016 - 12.2016
- During my time at college, I started work as a temporary part-time worker over the Christmas holiday
- I adapted to my role very quickly and soon my responsibilities increased
- My role was customer-facing and I was tasked with helping customers with their decision making, offering, and suggesting alternative options within their budget if an item was out of stock
- This was where I was able to develop my sales and communication skills.
Education
Bachelor's - Accounting and Finance
De Montfort University
09.2017 - 06.2020
A-Level or equivalent - Accounting and Finance
Havering Sixth Form College
01.2015 - 01.2017
GCSE or equivalent - English Language, Maths, Science
Hornchurch High School
01.2010 - 01.2015
Skills
- Great Communication
- Flexible
- Customer Service (3 years)
- Energetic work attitude
- Reliable and Punctual
- Approachable
- Great Listening Skills
- Responsible
- Adaptive team player
- Time Management
- Cash handling accuracy
- Call Center (2 years)
- Customer Support (2 years)
- CSR
- Customer Care
- Database administration (1 year)
- Sales administration (1 year)
- Microsoft Office
- English
- Office experience
- Administrative experience
- IT
- Human resources
- Organisational skills
- SharePoint
- Database management
- Xero
- Microsoft Project
- JavaScript
- Zendesk
- WordPress
- Product development
- French - Intermediate
Personal Information
Languages
French
Custom
References available upon request.
Timeline
Senior Sales Advisor
IMT Global
06.2023 - 04.2025
Customer Relationship Specialist
Toji Connections ltd
02.2023 - 05.2023
Mortgage Administrator
Nationwide Building Society
07.2022 - 01.2023
Customer Support Advisor
Serco
07.2021 - 03.2022
Customer Service Advisor
Sitel Group
11.2020 - 05.2021
Customer Assistant
Lidl
01.2020 - 10.2020
Bachelor's - Accounting and Finance
De Montfort University
09.2017 - 06.2020
Sales Assistant
JD sports
11.2016 - 12.2016
A-Level or equivalent - Accounting and Finance
Havering Sixth Form College
01.2015 - 01.2017
GCSE or equivalent - English Language, Maths, Science
Hornchurch High School
01.2010 - 01.2015
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