Irene Bello
Glasgow,UK
Summary
Customer-focused professional with over 6 years of experience in service delivery, team training, and compliance within customer-facing environments. Skilled in coaching teams on KYC, data protection, and efficient service practices while maintaining strong attention to regulatory standards. Proven ability to resolve customer issues across multiple channels, improve processes through feedback analysis, and foster collaborative team environments. Seeking to apply my leadership, coaching, and banking support experience as a Customer Service Advisor at Santander, contributing to exceptional customer experiences and team success.
Overview
20
20
years of professional experience
8
8
years of post-secondary education
1
1
Certification
Work history
Health care assistant
Nova Care Staffing & Recruitment Ltd
, United kingdom
02.2024 - Current
- Provided basic health education to patients for proper self-care post discharge.
- Assisted in patient care, improved comfort and well-being.
- Handled challenging behaviour from dementia-affected individuals effectively without resorting to force or intimidation.
- Ensured infection control measures were adhered to strictly for a safe environment for both staff and patients alike.
- Deliver person-centred support while maintaining confidentiality and trust
- Accurately record information in line with data protection and safeguarding policies
- Communicate effectively with service users, families, and professionals
Sales Specialist
Sky Uk-Glasgow
Glasgow, UK
10.2022 - 02.2024
- Handled high-volume inbound and outbound calls and emails, providing prompt, accurate, and compliant customer service in a fast-paced environment.
- Resolved customer queries efficiently using available systems, aiming for first contact resolution while adhering to escalation procedures when necessary.
- Educated customers on products and services, proactively identifying needs and offering tailored solutions to enhance their experience and retain their business.
- Demonstrated empathy and active listening when supporting customers in challenging situations, offering appropriate alternatives and maintaining customer satisfaction.
- Accurately processed account billing and payments, ensuring attention to detail and data security in all transactions.
- Contributed to team performance by sharing best practices and adapting to evolving processes and customer needs.
Customer Support Officer
Kura- Scottish Power-Glasgow
Glasgow, UK
01.2022 - 07.2022
- Managed a range of customer enquiries via phone and email, delivering proactive and professional service while maintaining strict compliance and data protection standards.
- Used multiple internal systems effectively to resolve issues promptly, striving for first contact resolution and escalating to appropriate teams when required.
- Accurately updated customer accounts, processed billing, and took payments with a strong focus on attention to detail and regulatory accuracy.
- Went the extra mile to ensure customer satisfaction by listening empathetically, understanding individual circumstances, and finding practical solutions within policy guidelines.
- Supported customers with account management, authentication, and transaction queries, helping them navigate services confidently and securely.
- Collaborated within a team-based environment, sharing knowledge and adapting quickly to changes in process or customer demand.
Spa Manager
Viva Spa-Lekki Lagos
Lekki
12.2020 - 11.2021
- Ensured clients satisfaction by being attentive to details.
- Followed up on feedbacks to ensure customer retention.
- Monitored the performance of staffs to ensure quality services.
- Responsible for spa's inventory.
- Responsible for bookings.
- In charge of overseeing the spa's day to day finances and activities.
- Handled the recruitment and training of staffs.
- Reported directly to CEO on feedbacks and provided strategies on how to boost sales and retain clients.
Customer Support Floor Manager
BOS Cabaret Logistics.-Lagos
Lagos
04.2018 - 10.2020
- Resolved escalated and irate customer issues promptly.
- Implemented new customer service procedures, resulting in a decrease in response time and increase in customer satisfaction ratings.
- Conducted regular performance evaluations and provided constructive feedback to team members to support their professional development.
- Trained New and existing agents weekly to boost performance.
- Ensured work equality.
- Monitored AHT, conducted 1-2-1 and conducted weekly performance evaluations.
- Gave frequent training on Data protection, product knowledge and company policies.
- Organised Team bondings and bonuses to motivate agents.
Customer Experience Team Leader
Access Bank Plc-Lagos
Lagos
12.2015 - 01.2018
- Trained and coached team members weekly on product knowledge, KYC procedures, work ethics, and data protection policies to ensure compliance and high service standards.
- Monitored team performance against key metrics, including AHT and SOP adherence, to maintain service efficiency and quality.
- Prepared and presented weekly reports on recurring customer complaints and suggestions to management, supporting continuous improvement and customer-centric growth.
- Led the onboarding process for new agents, ensuring smooth integration into the team and understanding of customer service protocols.
- Conducted weekly 1-2-1 meetings to provide feedback, address challenges, and support professional development.
- Managed shift reporting, roster planning, and documentation with a strong focus on accuracy and regulatory standards.
- Fostered a positive team environment through regular team-building activities and recognition initiatives to boost morale and collaboration.
- Acted as an escalation point for complex customer issues, ensuring prompt resolution and customer satisfaction.
Contact Centre Agent
Access Bank Plc-Lagos
Lagos
10.2014 - 12.2015
- Provided multi-channel customer support via phone, email, live chat, and social media, ensuring consistent and professional service.
- Assisted customers with account enquiries, transaction issues, and digital banking tools using various bank applications and platforms.
- Advised customers on suitable products and services, identifying opportunities to support their financial needs while adhering to compliance guidelines.
- Escalated complex cases to appropriate specialist teams promptly, ensuring timely follow-up and resolution.
- Used CRM systems effectively to log interactions, update customer records accurately, and protect sensitive data in line with financial fraud prevention protocols.
- Demonstrated flexibility in adapting to shift changes and workload demands to support team and customer needs.
- Maintained a strong focus on data protection and verification processes to safeguard customer information and prevent fraud.
Outlet Manager
Above and Beyond Clothiers-Lagos
Lagos
01.2012 - 02.2013
- Responsible for opening and closing outlet
- Ensured customers satisfaction
- Handling of cash
- Overseeing affairs of staff and outlet
- Responsible for monthly inventory
- Responsible for marketing to boost sales.
Social Care Worker
Family Welfare Center and Old People's home-Lagos
Lagos
06.2006 - 09.2007
- Direct Care and Support
- Emotional Support and Advocacy
- Practical Assistance and Safeguarding
- Record Keeping and Reporting
- Community Engagement
Education
Bachelor's - Industrial Relations and Personnel Management
Lagos State University
Lagos, NG 09.2008 - 06.2014
Diploma of Higher Education - Social Development and Administration
University of Lagos
Lagos, NG 06.2005 - 09.2007
Diploma - DESKTOP PUBLISHING
TUTORS COMPUTER SCHOOL
Lagos, NG 07.2004 - 09.2004
Skills
First Contact Resolution & Complaint Handling
Financial Transactions & Billing Processing
Compliance & Data Security Awareness
Active Listening & Empathetic Communication
Customer Relationship Building
CRM & Banking Systems Proficiency
Adaptability & Team Collaboration
Conflict Management & Problem Solving
Certification
- GDPR with Cyber Security, KYC and AML Certificate 2024 to Present
- Customer Experience management (Advance Diploma) 2024 to Present
- Office administrative Training
Timeline
Health care assistant
Nova Care Staffing & Recruitment Ltd
02.2024 - Current
Sales Specialist
Sky Uk-Glasgow
10.2022 - 02.2024
Customer Support Officer
Kura- Scottish Power-Glasgow
01.2022 - 07.2022
Spa Manager
Viva Spa-Lekki Lagos
12.2020 - 11.2021
Customer Support Floor Manager
BOS Cabaret Logistics.-Lagos
04.2018 - 10.2020
Customer Experience Team Leader
Access Bank Plc-Lagos
12.2015 - 01.2018
Contact Centre Agent
Access Bank Plc-Lagos
10.2014 - 12.2015
Outlet Manager
Above and Beyond Clothiers-Lagos
01.2012 - 02.2013
Bachelor's - Industrial Relations and Personnel Management
Lagos State University
09.2008 - 06.2014
Social Care Worker
Family Welfare Center and Old People's home-Lagos
06.2006 - 09.2007
Diploma of Higher Education - Social Development and Administration
University of Lagos
06.2005 - 09.2007
Diploma - DESKTOP PUBLISHING
TUTORS COMPUTER SCHOOL
07.2004 - 09.2004