Kossi Amessinou
Glasgow
Summary
Accomplished professional with expertise in leadership excellence and technical equipment handling. Demonstrates informed decision making and personnel motivation, effectively managing stakeholder relationships and landlord relations. Proficient in CRM systems, rent payment processing, and voids and arrears management, with a focus on optimising operational efficiency. Committed to leveraging skills in stakeholder relationship management to drive organisational success.
Overview
7
7
years of professional experience
Work history
Project Coordinator
QCLOSE
Glasgow
2024.06 - Current
- Supported project delivery teams by coordinating activities, analysing progress, and managing project information.
- Assisted in defining project scope, timelines, and delivery priorities.
- Analysed project schedules and dependencies to identify risks and delivery constraints.
- Tracked project performance against plan and escalated issues proactively.
- Supported stakeholder communication through reporting, meetings, and documentation.
- Contributed to improved on-time delivery through structured planning and coordination.
- Key Achievements & Responsibilities:
- Assisted in developing detailed project plans, resulting in clearer direction.
- Coordinated project tasks, ensuring timely completion.
Repairs Officer/Customer Service Officer
London Borough of Camden Council
London
2022.03 - 2024.04
- Receipt control and process incoming calls from residents.
- Making appointments prioritising orders manually and computerised system to policy and procedures.
- Dealing with new and existing repairs.
- Promoting positive image in service delivery at Camden Council.
- Being helpful, courteous, and prompt, when dealing with day to day issues.
- Inputting and extracting relevant data using HMIS and SX3 program system.
- Raising new orders on HMIS and sx3 I- World.
- Investigating and relaying complex information to all other parties, written and verbally.
- Able to solve problem calls received and negotiate.
- Carryout telephone satisfaction survey to residents once work has been completed, to monitor satisfaction levels and to improve better service delivery.
- Establish and maintain excellent communication skills, within the Housing Team, Renewal, and Housing Management and Home Ownership also Contractors, third party suppliers, Technical Support Team, Internal and External contractors.
Repairs Officer (Temporary)
Community Building Services (William Sutton)
2021.04 - 2022.01
- Taking inbound calls from tenant.
- Raising new repair orders for tenant.
- Allocating job to relevant contractors.
- Liaising with tenant regarding previous jobs carried out.
- Carrying out customer satisfaction survey and liaising with other department in the company.
- Following up existing repairs by investigation and solving problem where necessary.
- Helping to deliver excellent customer service.
- Using necessary software to allocate appointment for new jobs and also dispatch confirmation letters to reconfirm appointment.
- Collaborated with colleagues for effective teamwork.
- Facilitated smooth communications between departments for better coordination.
- Handled sensitive information with discretion and professionalism.
- Take rent payment from tenant and also work closely with leaseholders
Customer Service/Responsive Repairs Adviser
Homes for Islington
London
2019.02 - 2021.11
- Actively listen to callers to accurately assess and clarify customer needs.
- Handle inbound and outbound phone calls, emails, internet, in-person, letter, and fax enquiries efficiently.
- Process transactions, including payments, swiftly and accurately, as agreed with the customer.
- Follow up on existing repairs by investigating issues and resolving problems where necessary.
- Raise new repair requests and allocate them to the appropriate contractors.
- Apply the correct SOR codes with appropriate priorities.
- Arrange Gas Inspections for tenants in a timely manner.
Education
Access to Humanities -
Westminster Kingsway College
Bachelor of Arts - International Relations
London Metropolitan University
Aldgate East (City Campus) - LondonSkills
- Interpersonal communication
- Leadership skills
- Team Leadership
- Operational support
- Customer relationship building
- Critical-thinking
- Tenant relationship building
- repairs and maintenance oversight
- Empathetic communication
- Rent payment processing
- Repair request investigation
References
Available on request
Timeline
Project Coordinator
QCLOSE
2024.06 - Current
Repairs Officer/Customer Service Officer
London Borough of Camden Council
2022.03 - 2024.04
Repairs Officer (Temporary)
Community Building Services (William Sutton)
2021.04 - 2022.01
Customer Service/Responsive Repairs Adviser
Homes for Islington
2019.02 - 2021.11
Access to Humanities -
Westminster Kingsway College
Bachelor of Arts - International Relations
London Metropolitan University