- Travelling
- Reading
- Music
Gloria Chantelle Pappoe
Rochdale,Greater Manchester
Summary
Customer-focused professional with experience in customer support, household management and service improvement. Delivers accurate information, resolves issues promptly and keeps detailed records. Works well across teams, strengthens communication and supports higher standards of care.
Overview
7
7
years of professional experience
Work History
Customer Service Manager
SmartKeys Properties
London
05.2019 - 02.2022
- Maintained an in-depth understanding of company products and services, providing accurate information to customers and team members.
- Collaborated with cross-functional teams to streamline service processes, enhancing efficiency and customer experience.
- Developed and implemented customer satisfaction surveys, analysing results to identify areas for improvement in service delivery.
- Analysed call centre data to identify trends, making strategic adjustments to improve service levels and reduce waiting times.
- Liaised with IT department to troubleshoot and resolve system issues affecting customer service operations.
- Established a knowledge base for commonly encountered issues, reducing resolution time and improving first-call resolution rates.
Customer Service Representative
Amaroq Services Ltd
Manchester, Greater Manchester
05.2022 - 12.2024
- Addressed customer service enquires quickly and accurately.
- Assisted customers with product-related questions, feedback and complaints.
- Maximised customer satisfaction by resolving service issues promptly.
- Built rapport with customers through courteous and professional communications.
- Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction.
- Maintained accurate records of customer interactions, detailing inquiries, comments, and resolutions for future reference.
- Assisted in fulfilment of customer orders placed in person, via email, online and by telephone.
House Manager
Neatology Ltd
Manchester, Greater Manchester
01.2025 - 09.2026
- Developed comprehensive household manuals detailing procedures and standards for all aspects of house management and staff duties.
- Administered health and safety protocols, conducting regular drills and updates to meet regulatory compliance and ensure occupant safety.
- Streamlined communication channels between household departments, enhancing coordination and efficiency.
- Analysed feedback from household members to refine service delivery and address improvement areas, enhancing overall household satisfaction.
- Taught life skills, including chores and cooking, using positive reinforcement to foster independence.
- Conducted regular inventory checks of household supplies, food, and equipment, placing orders to replenish stock.
- Coordinated laundry and ironing tasks for clients, ensuring timely completion and adherence to quality standards.
Education
Bachelor of Science - Pschology
Obafemi Awolowo University
Ile-Ife, Nigeria01-2014
Skills
- Customer service
- Quality assurance
- Complaint resolution
- Client relationship management
- Team communication
- Conflict resolution
Interests
Referee
- Available upon request
Timeline
House Manager
Neatology Ltd
01.2025 - 09.2026
Customer Service Representative
Amaroq Services Ltd
05.2022 - 12.2024
Customer Service Manager
SmartKeys Properties
05.2019 - 02.2022
Bachelor of Science - Pschology
Obafemi Awolowo University