Jessica Adimefe
Doncaster,UK
Summary
Versatile and accomplished customer service professional with proven success delivering high-quality support in remote and office settings. Skilled in complaint resolution, CRM management, and communication. Known for reducing inbound call volume by 50% through proactive outreach and achieving a 98% client satisfaction rating. Adept at handling vulnerable customers and collaborating across teams to resolve complex cases. Seeking to leverage expertise in remote customer service roles.
Overview
2026
2026
years of professional experience
2016
2016
years of post-secondary education
1
1
Certification
Work history
Customer Service Administrator (Remote)
Samsung Via Capita
London, UK
03 2024 - Current
- Manage over 200 customer complaint cases monthly, ensuring timely follow-ups and resolution.
- Maintain accurate documentation in CRM systems to support case management.
- Collaborate with different teams to address complex customer issues effectively.
- Provide calm and empathetic support to vulnerable and frustrated customers.
Remote Customer Service Advisor (Contract)
Skipton Building Society via The Recruitment Co
, Uk
05 2023 - 08 2023
- Delivered FCA-regulated financial support on savings account enquiries.
- Resolved 60+ customer inquiries daily with 80% first-contact resolution rate.
- Ensured compliance with financial security policies, reducing fraud by 20%.
Customer Service Representative (Inbound)
Samsung via Capita
, Uk
08 2023 - 03 2024
- Handled 40+ inbound calls daily resolving billing and product inquiries.
- Reduced inbound call volume by 50% through proactive outbound communications.
- Ensured empathetic and professional handling of difficult customers.
Remote Customer Service Advisor
Orange Plus LTD
Hatfield, Uk
09 2022 - 05 2023
- Responded to product and service inquiries across multiple channels.
- Maintained high client satisfaction with accurate, timely responses.
Internal Communications Officer
First City Monument Bank Plc
Lagos, Nigeria
03 2021 - 08 2021
- Developed internal communications strategies to improve employee engagement.
- Created communication roadmaps and ensured message consistency.
Customer Service Supervisor
First City Monument Bank, FCMB
Lagos, Nigeria
10 2018 - 03 2021
- Trained and mentored team members, increasing productivity by 15%.
- Strengthened customer loyalty by 25% through relationship-building efforts.
Call Centre Agent
First City Monument Bank
Lagos, Nigeria
06 2016 - 10 2018
- Handled 80+ calls and emails daily with quick, accurate issue resolution.
- Maintained comprehensive customer records and call logs
Education
Master of Business Administration - Healthcare
University of Hertfordshire
Hatfield 09.2021 - 09.2022
Bachelor of Arts - Literature In English
Lagos State University
December 2010 - 12.2014
Skills
- Customer Relationship Management (CRM)
- Microsoft Office & Dynamics
- Complaint Resolution
- Inbound & Outbound Call Handling
- FCA Compliance
- Case Management
- Remote Customer Support
- Active Listening & Empathy
- Problem Solving
- Written & Verbal Communication
- Team Collaboration
- Calmness Under Pressure
- Proficient in data entry
- Multitasking and time management
Certification
- Emotional Intelligence, Pause Factory
- Customer Service Excellence, FCMB Training School
Timeline
Master of Business Administration - Healthcare
University of Hertfordshire
09.2021 - 09.2022
Customer Service Administrator (Remote)
Samsung Via Capita
03 2024 - Current
Remote Customer Service Advisor (Contract)
Skipton Building Society via The Recruitment Co
05 2023 - 08 2023
Customer Service Representative (Inbound)
Samsung via Capita
08 2023 - 03 2024
Remote Customer Service Advisor
Orange Plus LTD
09 2022 - 05 2023
Internal Communications Officer
First City Monument Bank Plc
03 2021 - 08 2021
Customer Service Supervisor
First City Monument Bank, FCMB
10 2018 - 03 2021
Call Centre Agent
First City Monument Bank
06 2016 - 10 2018
Bachelor of Arts - Literature In English
Lagos State University
December 2010 - 12.2014
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