HAFEESAT ADUNOLA OGBOYE
Manchester,UNITED KINGDOM
Summary
Dedicated professional with expertise in customer relationship management, technical maintenance and support, and process improvement. Demonstrates strong communication and problem-solving skills, effectively coordinating operations to enhance efficiency. Proficient in data reporting and documentation, contributing to informed decision-making processes. Committed to leveraging skills for continued career growth in dynamic environments.
Overview
10
10
years of professional experience
4023
4023
years of post-secondary education
1
1
Certification
Work history
Bench Engineer (Permanent)
Arjo UK Limited
Manchester
05.2023 - 11.2025
- - Diagnose faults, repair, and calibrate biomedical and patient-handling equipment in line with safety standards.
- - Support hospital engineering teams to minimize downtime and ensure compliance with performance metrics.
- - Maintain technical documentation, service reports, and parts inventory for efficient traceability.
- - Liaise with engineers and hospital management to coordinate maintenance and resolve escalations.
- - Portable appliance testing (PAT) of hospital equipment.
- Delivered cost-effective solutions for complex engineering problems.
- Trained junior engineers and provided mentorship, enhancing their skill set and knowledge base.
- Enforced compliance with all health and safety measures, reducing worksite risks.
- Advised on equipment failures and potential repairs to restore functionality.
Laundry Technician (Contract)
Arjo UK Limited
Manchester
01.2023 - 04.2025
- - Operated and maintained hospital laundry equipment to ensure hygiene and reliability.
- - Assisted engineers in mechanical checks, troubleshooting, and on-site service calls.
- - Adhered to infection control and health & safety regulations.
- Maintained a clean working environment, upheld compliance with health and safety regulations.
Team Lead Customer Service Advisor
Ibadan Electricity Distribution Company (IBEDC)
Oyo
02.2018 - 12.2022
- - Supported 1,000+ customers monthly with billing, metering, and payment-related queries.
- - Managed a team of over 10 customer service advisors overseeing daily operations, workload allocation and performance to ensure customer satisfaction.
- - Implemented payment plans to reduce delinquency and improve revenue recovery.
- - Conducted credit assessments and ensured compliance with NERC and internal policies.
- - Documented all customer interactions and service outcomes in CRM systems.
- Instituted effective feedback mechanisms, fostering a culture of continuous learning and development within the team.
- Liaised with senior management on strategic planning initiatives, contributing valuable insights.
Customer Care Retail Assistant
Smiles Communication Limited
Lagos
10.2015 - 01.2018
- - Delivered front-line customer service, resolving product and service-related issues.
- - Managed follow-ups to ensure resolution and maintain customer loyalty.
- - Prepared daily sales and account activity reports.
- Participated in seasonal sale preparations by arranging promotional displays strategically.
- Delivered excellent customer service by answering queries and providing product information.
- Followed company policies whilst handling returns and exchanges, preserving customer loyalty.
- Boosted sales through suggestive selling techniques.
Education
BSc - Chemistry
University of Maiduguri
MaiduguriDiploma - Information Technology
Hands-on Institute of Technology
Kano02.2008
Skills
- Customer Relationship Management
- Technical Maintenance & Support
- Process Improvement
- Communication & Problem Solving
- Operations Coordination
- Data Reporting & Documentation
Certification
- Portable appliance testing course (PAT) -2025
- Level 1 certificate in Digital contact center operations -2024
- Level 1 award in cybersecurity -2024
- Level 2 award in Digital and IT Skills –2024
- Developing Efficient Customer Service Skills (Emotional Intelligence) – 2022
- Creating Positive Conversations with Challenging Customers – 2021
- Customer Relationship Management and Focus Training – 2019
References
Available upon request
Accomplishments
- Transitioned from laundry operations to technical engineering through self-development and training.
- Mentored and trained junior team members, resulting in an increase in first-contact resolution rates and improved staff knowledge assessment scores.
- Recognized as 'Best Sales Staff' and 'Best Customer Care Staff' for six consecutive months due to in-depth product/service knowledge and exceptional problem-solving abilities.
Timeline
Bench Engineer (Permanent)
Arjo UK Limited
05.2023 - 11.2025
Laundry Technician (Contract)
Arjo UK Limited
01.2023 - 04.2025
Team Lead Customer Service Advisor
Ibadan Electricity Distribution Company (IBEDC)
02.2018 - 12.2022
Customer Care Retail Assistant
Smiles Communication Limited
10.2015 - 01.2018
BSc - Chemistry
University of Maiduguri
Diploma - Information Technology
Hands-on Institute of Technology