Summary
Overview
Work History
Education
Skills
Certifications And Achievements
Hobbies and Interests
Timeline
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Desire Olaniru

Yeovil,

Summary

I am a highly motivated, professional, and hard-working individual with a background in customer service, technical support, and digital innovation. Skilled in troubleshooting, stakeholder or customer communication, and process improvement. Confident in communicating with a wide range of people, solving problems calmly under pressure, and working effectively in a team. I'm always eager to learn and bring a proactive approach to every task, I aim to contribute to a fast-paced, dynamic business environment.

Overview

3
3
years of professional experience

Work History

Store Helpdesk Advisor

Screwfix, Kingfisher Plc
03.2025 - Current
  • First point of contact for over 900 stores, providing real-time operational, technical, and procedural support.
  • Troubleshoot EPOS issues, stock discrepancies, and process queries, escalating complex cases to relevant teams (IT, HR, Facilities).
  • Manage multiple contacts simultaneously via phone, email, and chat while maintaining a professional, helpful and solutions-focused tone at all times.
  • Operate on a multi-screen VDU workstation to monitor systems, log cases, and respond to queries in real time.
  • Log accurate records in ticketing systems, analyse recurring issues, and contribute to process improvements.
  • Collaborate with internal teams and stakeholders to uphold high standards of service and ensure smooth store operations.

Customer Service Advisor

Screwfix, Kingfisher Plc
07.2023 - 03.2025
  • Resolved high volumes of customer enquiries across multiple channels, ensuring first-time resolution.
  • Managed approximately 70+ incoming calls, emails and chat per day from customers.
  • Took ownership of issues, balancing customer satisfaction with business needs.
  • Guided customers on how to shop effectively using the Screwfix website and app,
  • Diagnosed and resolved product issues without escalation, exceeding KPIs for service quality and productivity.
  • Maintained GDPR compliance, completed regular training, and captured customer feedback for service improvements.

Intern/ Work Placement

Leonardo Helicopters
03.2024 - 06.2025
  • Worked with apprentices, engineers and project managers to develop AR/VR workflows for training and product visualisation.
  • Presented technical solutions to varied audiences, tailoring communication to suit technical and non-technical stakeholders.
  • Produced clear, comprehensive documentation and reports to support ongoing projects.
  • Assisted in exploring new technologies and streamlining processes.

Sales Assistant

Sha'aban Supermarket
10.2022 - 04.2023
  • Helped customers locate products and checked store system for merchandise at other sites.
  • Resolved customer complaints and queries by always going above and beyond to provide excellent customer service.
  • Opened, shelved and merchandised new products in visually appealing and organised displays for optimal sales promotions.

Education

Level 3 - T Level - Digital Production, Design, and Development

Yeovil College
06.2025

GCSE's - Grades A-C in 9 Subjects, Including Maths And English

St James Anglican College
08.2022

Skills

  • Problem solving and analytical thinking
  • Effective communication (written and verbal)
  • Customer service and support excellence
  • Adaptability and ability to prioritise tasks
  • Teamwork and Collaboration
  • Proficiency with ticketing systems
  • Strong attention to detail and accuracy
  • Microsoft Office and digital collaboration tools
  • Multi-channel communication (phone, email,
    chat)
  • VDU and multi-screen workstation operation

Certifications And Achievements

  • Recognised by leadership for outstanding customer service and consistent positive feedback (2024).
  • Achieved 95% quality score over six consecutive months.
  • Supported over 900 stores nationwide, resolving 90% of queries on first contact.
  • Microsoft Office Skills Certification (Internal)
  • Certificate in Data Protection and GDPR Compliance
  • Certificate of completion of industry placement with Leonardo

Hobbies and Interests

  • Reading
  • Coding
  • Exploring emerging technologies
  • Problem-solving challenges (Puzzles)
  • Working out and martial arts

Timeline

Store Helpdesk Advisor

Screwfix, Kingfisher Plc
03.2025 - Current

Intern/ Work Placement

Leonardo Helicopters
03.2024 - 06.2025

Customer Service Advisor

Screwfix, Kingfisher Plc
07.2023 - 03.2025

Sales Assistant

Sha'aban Supermarket
10.2022 - 04.2023

Level 3 - T Level - Digital Production, Design, and Development

Yeovil College

GCSE's - Grades A-C in 9 Subjects, Including Maths And English

St James Anglican College

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