IDONGESIT EKWERE
London,England
Summary
Dynamic customer service and complaints resolution professional with over 10 years' experience in customer engagement, stakeholder management, and service improvement across regulated high-pressure environments. Skilled in leading teams, handling sensitive and high-profile complaints, and driving process improvements that strengthen public trust.
Demonstrated expertise in conflict resolution, data protection compliance, and empathetic service delivery.Adept at working with senior stakeholders, managing risk, and ensuring compliance with statutory obligations. Currently seeking to leverage leadership, communication and complaints- handling expertise to deliver impact as Head of Customer Enquiries & Complaints at the NMC.
Overview
15
15
years of professional experience
6
6
years of post-secondary education
Work history
Support Worker
The London care and services
London, Nigeria
05.2022 - Current
- Delivered high-quality support to vulnerable individuals, demonstrating empathy, safeguarding, and confidentiality in line with UK legislation and organisational standards.
- Liaised with families, healthcare providers, and local authorities to resolve sensitive issues and maintain trust.
- Ensured compliance with data protection, safeguarding, and equality obligations while handling personal information.
- Strengthen communication and conflict resolution skills in high-pressure, people-focused environments.
Customer service representative
Federal Airport Authority of Nigeria
Abuja, Nigeria
08.2017 - 10.2022
- Managed an average of 50+ customer enquiries and complaints daily, ensuring professional, empathetic, and compliant responses.
- Oversaw complex escalations, achieving high resolution rates and rebuilding customer trust in challenging cases.
- Supported senior management in addressing high-profile customer service concerns and improving service delivery processes.
- Contributed to continuous improvement by identifying themes from complaints and recommending changes to the workflow
- Trained and mentored junior staff on conflict resolution, customer service best practise, and compliance.
Customer service Assistant
SOI Consulting
Abuja, Nigeria
04.2021 - 09.2022
- Resolved customer complaints at first contact through effective listening, negotiation, and empathy.
- Produced monthly reports analyzing trends in enquires, complaints, and customer feedback to inform process improvements.
- Delivered tailored advice to customers, ensuring compliance with organisational policies.
- Built strong client relationships, boosting retention and customer satisfaction.
Customer service representative
Grandeur Engineering Works
Abuja
09.2010 - 02.2011
- Handled high volumes of daily customer complaints and enquiries with professionalism and accuracy
- Escalated complex cases appropriately and ensured timely resolutions
- Provided detailed records of customer issues, supporting senior leadership in identifying systematic service issues.
Education
Master of Arts - Tourism And Aviation
University of sunderland
Sunderland 10.2022 - 11.2023
Bachelor of Arts - Communication Arts
University of Sunderland
Sunderland 08.2005 - 05.2010
Skills
- Leadership and Team Management
- Customer Complaints & Case Resolution
- Stakeholder Engagement (senior officials, regulators, inquiry bodies)
- FOI & Data protection (GDPR Compliance)
- Conflict Resolution % mediation
- Process Improvement & Risk Management
- Report Writing & Data Analysis
- Empathy, Diversity, and Inclusion Advocacy
- Budget & resource Oversight
Timeline
Master of Arts - Tourism And Aviation
University of sunderland
10.2022 - 11.2023
Support Worker
The London care and services
05.2022 - Current
Customer service Assistant
SOI Consulting
04.2021 - 09.2022
Customer service representative
Federal Airport Authority of Nigeria
08.2017 - 10.2022
Customer service representative
Grandeur Engineering Works
09.2010 - 02.2011
Bachelor of Arts - Communication Arts
University of Sunderland
08.2005 - 05.2010
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