Summary
Overview
Work History
Education
Skills
Timeline
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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 -

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Ishmael AdamCustomer Operations Line Manager