LANRE OLAOSEBIKAN
London,United Kingdom
Summary
A diligent and dependable individual who enjoys being part of a team and working on their initiative. Self-motivated and quick to grasp innovative ideas in adapting to change within the workplace. Troubleshoots and resolves technical issues, adapts to changing situations, and provides excellent customer service. I am proven to communicate well and collaborate with cross-functional teams to achieve business objectives. I'm seeking a role where I can use my skills while receiving further training if required to deliver the best in my role.
Overview
18
18
years of professional experience
8
8
years of post-secondary education
Work History
Customer Service Assistant
South Western Railway
London
01.2025 - Current
- When a customer approaches with a concern, I give them my full attention and actively listen without interrupting. I ask clarifying questions to ensure I fully understand their situation, avoiding misunderstandings and reassuring them that their issue is taken seriously.
- I explain complex procedures—like ticketing policies, route changes, or delays—using simple, jargon-free language. I break down the information into clear, manageable steps to help customers feel less overwhelmed during disruptions.
- To support my explanations, I use visual aids such as maps, schedules, station notices, or digital displays. These help reinforce verbal communication, especially when guiding customers through alternative routes or connections.
- When customers need help navigating complex situations, like changing trains due to service disruption, I provide clear, step-by-step instructions and confirm their understanding before moving forward. This ensures they feel confident and informed.
- I remain calm and patient, even if a customer is frustrated or stressed, reassuring them that I’m there to help. A composed attitude eases tension and fosters a positive experience.
- I adapt my communication style to each customer, offering detailed explanations or quick summaries based on their needs. For those with language barriers, I use gestures, visual tools or involve interpreters to ensure clarity and inclusivity.
- I encourage customers to ask questions or request clarification, making them feel comfortable and supported. Open dialogue helps build trust and ensures all concerns are addressed.
Customer Service Assistant
London Overground Rail Network
London, City of London
11.2023 - 12.2024
- Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback
- Resolved customer issues using strong interpersonal skills and conflict-resolution techniques
- Listened actively to customer concerns, confusions, and needs for excellent communication
- Provided warm, positive customer care from arrival to departure, encouraging return visits and repeat spending
- Multi-tasked to keep customer service levels at optimal capacity at peak times
- Assisted customers with varying questions using product knowledge and service expertise
- Provided thorough carriage cleans between journeys, optimizing customer satisfaction ratings
IT Service Desk Analyst
Generation UK & Ireland
London
12.2023 - 02.2024
- Installed and set up applications for clients, including anti-virus and malware software to clean PCs and intermediate troubleshooting of Microsoft Windows 10/11 and Microsoft Office 2016 Office 365
- Responded to customer emails, calls, and live chat regarding technical malfunctions and issues to fix remotely
- Communicated technical computer information to non-technical audiences by providing simplified presentations and demonstration
- Asked customers targeted questions throughout troubleshooting to determine smart solutions
- Provided clear and concise step-by-step technical support to guide clients
- Helped customers set up new systems, applications, and software
- Aided management in designing training manuals for usage and troubleshooting
- Usage of IT Service Desk software to track incidents, requests, and problems such as Zendesk and ServiceNow
- Troubleshooting operating systems, hardware, and software problems to identify root causes
Ticket Sales Manager
Zeriah Travels
Lagos
01.2015 - 03.2020
- Dealt with customer inquiries and reservations, both in person and over the phone
- Provided customers with information regarding fight schedules, fares, and any connections
- Issued tickets, boarding passes, and other travel-relevant travel information
- Helped passengers with check-in procedures, baggage handling, and those requiring special assistance
- Assist customers with problems that may arise during travel
- Process ticket changes and refunds
- Ensuring effective running of the office
- Giving excellent customer service experience, while also dealing with customer complaints if they arose
Sales & Phone Technician
Computer Village
Ikeja
01.2007 - 12.2014
- Diagnosing and repairing broken handsets
- Replacing damaged or malfunctioning components such as screens, batteries, and charging ports
- Performing regular maintenance and cleaning of devices to ensure optimal performance
- Keeping up to date with the latest mobile phone technology and repair techniques
- Troubleshooting and resolving customer complaints or concerns in a timely and professional manner
- Providing exceptional customer service and communicating repair expectations, with timelines
- Calculated costs of materials and labor to provide estimates to clients
- Set up equipment to test and verify functionality and performance
- Performed diagnostics and troubleshooting to evaluate equipment performance and increase reliability
Education
Certificate of Higher Education - Railway
PTS Initial AC/DCCR- (Personal Track Safety)
06.2024 - 06.2024
NVQ Level 2 - Security
Security Industry Authority (SIA BAGDE)
06.2024 - 07.2024
IT Service Desk Analyst, Certificate of Higher Education -
Generation UK&I
United Kingdom 11.2023 - 05.2024
Diploma of Higher Education - Digital Marketing
Brentwood Open Learning College
United Kingdom 04.2020 - 05.2020
Education Cyber Security Advanced Diploma Level 5 - IT
Brentwood Open Learning College
United Kingdom 04.2020 - 05.2021
Bachelor of Business Administration - Business Adminstration
Olabisi Onabanjo University
Nigeria 05.2006 - 08.2010
GCSE Maths and English Equivalent -
The West African Senior School Certificate Examination
Nigeria 01.2003 - 12.2004
Skills
- Communicates across various platforms
- Time management
- Problem-solving
- Calm under pressure
- Knowledgeable in laptops, Phones, and Tablets
- Inquisitive and critical thinker
- Use of IT Service Desk software
- Strong troubleshooting skills
- Information-gathering skills
- Process and structure appreciation
- Excellent prioritization skills
- Flexible
- Adaptive
- Excellent interpersonal skills
- Excellent organizational skills
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Hobbies
An enthusiastic lover of playing football which has developed into coaching 7 to 16-year-olds voluntarily. I accompany them to our games and constantly support their aspirations. I enjoy listening to various music genres, especially while on long walks.
Timeline
Customer Service Assistant
South Western Railway
01.2025 - Current
Certificate of Higher Education - Railway
PTS Initial AC/DCCR- (Personal Track Safety)
06.2024 - 06.2024
NVQ Level 2 - Security
Security Industry Authority (SIA BAGDE)
06.2024 - 07.2024
IT Service Desk Analyst
Generation UK & Ireland
12.2023 - 02.2024
Customer Service Assistant
London Overground Rail Network
11.2023 - 12.2024
IT Service Desk Analyst, Certificate of Higher Education -
Generation UK&I
11.2023 - 05.2024
Diploma of Higher Education - Digital Marketing
Brentwood Open Learning College
04.2020 - 05.2020
Education Cyber Security Advanced Diploma Level 5 - IT
Brentwood Open Learning College
04.2020 - 05.2021
Ticket Sales Manager
Zeriah Travels
01.2015 - 03.2020
Sales & Phone Technician
Computer Village
01.2007 - 12.2014
Bachelor of Business Administration - Business Adminstration
Olabisi Onabanjo University
05.2006 - 08.2010
GCSE Maths and English Equivalent -
The West African Senior School Certificate Examination
01.2003 - 12.2004
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