Work Preference
Summary
Overview
Work History
Education
Skills
REFERENCES
Work Availability
Accomplishments
Timeline
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Gideon Akoto
Open To Work

Gideon Akoto

Customer Support Professional
London,Greater London

Work Preference

Job Search Status

Open to work

Desired Job Title

Customer Service RepresentativeCustomer Support SpecialistEmail Support RepresentativeLive Chat AgentCustomer Experience Agent

Work Type

Full timeContract work

Location Preference

RemoteHybrid
Location: London, ENG
Open to relocation: No

Important To Me

Career advancementCompany cultureWork-life balancePersonal development programmesHealthcare benefitsWorking remotely option

Summary

Customer support specialist with a background in high-volume enquiry handling, complaint resolution and customer account administration. Supports customers across multiple channels, investigates order and delivery issues, coordinates with operations and finance teams, and maintains accurate case records while meeting service expectations.

Overview

6
6
years of professional experience

Work History

Wholesale Customer Support Specialist

Jellycat LTD - Hybrid
City of London
04.2025 - 08.2026
  • Managed wholesale customer enquiries via phone and email, providing timely support and updates on orders, deliveries and account queries.
  • Supported international wholesale customers, prioritising urgent enquiries and ensuring adherence to service-level agreements while maintaining service quality.
  • Investigated order, delivery and fulfilment issues using Zendesk and SAP, working with operations, warehouse and finance teams to coordinate resolutions.
  • Resolved customer complaints from initial contact to resolution, taking ownership and escalating complex cases when necessary.
  • Maintained accurate customer records, case notes and order information across Zendesk and SAP.
  • Identified recurring customer issues and provided feedback to internal teams, contributing to process improvements and enhancing customer experience.
  • Worked in hybrid model, balancing remote and in-office tasks to support customer service operations.

Customer Loyalty Advisor

Decathlon UK (Fixed-Term SCS Campaign) - Hybrid
City of London
04.2023 - 04.2025
  • Managed multiple live chat conversations simultaneously, prioritising enquiries to ensure high response times and customer satisfaction.
  • Managed 50+ customer enquiries daily, primarily through live chat, with scheduled phone support, assisting online customers with orders, deliveries, returns, refunds and product enquiries. Liaised with delivery carriers and drivers via email to investigate delivery issues, coordinate resolutions and keep customers informed.
  • Resolved customer complaints professionally, delivering practical solutions and timely updates throughout the resolution process.
  • Investigated customer issues, reviewed relevant information and coordinated resolutions, escalating complex cases with clear and accurate notes where necessary.
  • Liaised with internal teams to resolve delivery delays, product queries, order discrepancies and other customer service issues.
  • Maintained accurate customer records and case updates using Salesforce and Heyday to support effective case management and follow-up.
  • Identified recurring customer issues and provided actionable feedback to relevant teams, contributing to service improvements and enhanced customer experience.

Customer Service & Administration Agent

Acorn Insurance
Luton
01.2021 - 03.2023
  • Managed 60+ daily customer enquiries across phone and email within the Motor Team, providing administrative support and resolving policy, account and service-related queries.
  • Resolved customer complaints, billing enquiries and policy-related issues by liaising with internal departments to investigate and coordinate effective resolutions.
  • Clarified policy details, payment information and administrative processes to ensure customers understood their options and next steps.
  • Processed motor policy amendments, customer account updates, payment transactions, bookings and cancellations accurately and efficiently.
  • Maintained up-to-date customer records, policy information and case notes within internal CRM systems, ensuring accuracy and compliance with data protection requirements.
  • Monitored outstanding enquiries and completed follow-up actions while maintaining accurate records to ensure timely case resolution.
  • Supported day-to-day motor insurance administration while adhering to FCA regulations, GDPR requirements and internal service quality standards.
  • Worked in hybrid role, balancing remote and in-office tasks to optimise workflow.

Education

Bachelor of Science (BSc) - Information Systems

University of Bedfordshire

Level 3 - Information Business Technology

NewVlc Sixth Form College

Skills

  • Order administration
  • Order fulfilment
  • CRM software
  • Customer experience support
  • Complaint resolution
  • Effective communication
  • Work organisation
  • Manage difficult customers
  • Issue resolution
  • Email management
  • Live chat support
  • Multicultural sensitivity
  • Patience and composure
  • Ticketing systems
  • Data entry accuracy

REFERENCES

Available on request.

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments

  • Maintained 95%+ Customer Satisfaction (CSAT) while delivering high-volume customer support at Jellycat Ltd.
  • Achieved 85%+ First Contact Resolution through effective troubleshooting and problem-solving at Decathlon UK.
  • Resolved 90%+ of customer cases at first contact while consistently meeting service and quality targets at Acorn Insurance.

Timeline

Wholesale Customer Support Specialist

Jellycat LTD - Hybrid
04.2025 - 08.2026

Customer Loyalty Advisor

Decathlon UK (Fixed-Term SCS Campaign) - Hybrid
04.2023 - 04.2025

Customer Service & Administration Agent

Acorn Insurance
01.2021 - 03.2023

Bachelor of Science (BSc) - Information Systems

University of Bedfordshire

Level 3 - Information Business Technology

NewVlc Sixth Form College

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Gideon AkotoCustomer Support Professional