Ishmael Adam
Customer Operations Line Manager
Croydon
Summary
Professional with strong background in management, prepared to lead teams and drive performance. Skilled in team collaboration, conflict resolution, and strategic planning. Adaptable to changing needs and able to inspire and guide staff to achieve organizational goals. Known for reliability, effective communication, and fostering productive work environment.
Overview
11
11
years of professional experience
Work History
Customer Service & Operations Line Manager
Sutton and East Surrey Water
10.2022 - Current
- Led a dual-role function overseeing operational performance and customer-facing service teams. Orchestrated service recovery, team training, and interdepartmental coordination to ensure smooth business operations. Played a key role in translating service strategy into deliverables.
- Managed operational escalations and monitored end-to-end service KPIs.
- Implemented improvements in customer journey based on data insights.
- Conducted performance reviews, handled HR matters, and supported business change initiatives.
- Collaborated with IT, billing, and field operations teams to troubleshoot service failures and delays.
- Software used: Salesforce, MS Excel, internal CRM/operations platforms
Customer Experience Coordinator
Allianz Partners
11.2021 - 10.2022
- Provided service and case coordination for high-value insurance clients. Tracked SLAs and engaged with cross-border stakeholders to resolve claims and service requests.
- Oversaw client case progression and ensured regulatory compliance (FCA standards).
- Streamlined communications between clients, agents, and departments.
- Used data to escalate issues and minimize service bottlenecks.
- Software used: Zendesk, Avaya, Microsoft Office Suite
Customer Service and Workforce Coordinator
Ocado PLC
09.2017 - 11.2021
- Supported operations through performance tracking, workforce scheduling, and service reporting. Provided data-led insights to support delivery management.
- Generated weekly KPIs and maintained time/attendance systems for hundreds of employees.
- Interfaced with field logistics teams to resolve delivery and route-related concerns.
- Improved reporting quality and timeliness for workforce planning.
- Software used: SAP, Excel, internal HR systems
Guest Service Agent
Etihad Airways
11.2014 - 09.2017
- Provided exceptional guest service in a high-pressure international airport environment. Coordinated check-in and boarding for global travelers while enforcing security procedures.
- Liaised with operations, security, and partner airlines to ensure flight readiness.
- Temporarily led airport operations during peak traffic periods.
- Resolved high-stress guest issues quickly and diplomatically.
- Software used: Amadeus, Sabre, airline ops software
Education
Bachelor of Arts - Business Information Systems
University of West of England
Bristol, United Kingdom 04.2001 -
Skills
Customer focus
Motivation techniques
Influencing skills
Employee engagement
Timeline
Customer Service & Operations Line Manager
Sutton and East Surrey Water
10.2022 - Current
Customer Experience Coordinator
Allianz Partners
11.2021 - 10.2022
Customer Service and Workforce Coordinator
Ocado PLC
09.2017 - 11.2021
Guest Service Agent
Etihad Airways
11.2014 - 09.2017
Bachelor of Arts - Business Information Systems
University of West of England
04.2001 -