Mandi Onyeji
Keighley,United Kingdom
Summary
Professional with strong expertise in customer service, complaint resolution, and process improvement. Proficient in Microsoft Office, with a proven track record in mentoring, managing staff, and leading teams. Focused on enhancing organisational efficiency through strategic leadership and continuous improvement initiatives.
Overview
21
21
years of professional experience
3
3
years of post-secondary education
Work history
Customer service team leader
Acorn Stairlifts
Steeton, Yorkshire
2023.01 - Current
- Led and trained a team to achieve goals through effective task delegation.
- Monitored team performance metrics to identify areas for improvement and coaching.
- Identified individual staff development needs and arranged appropriate training.
- Resolved complex customer inquiries and escalated issues to ensure satisfaction.
- Managed escalated complaints with empathy and professionalism, improving brand reputation.
- Protected business integrity by adhering strictly to data protection laws when handling sensitive customer information.
- Ensured compliance with company policies and regulations by conducting regular audits of team operations.
- Handled in-person, email and mailed correspondence.
- Processed and issued refunds, exchanges and credit notes, providing tailored solutions to customer issues.
- Developed and monitored KPIs, ensuring timely attainment of objectives within budget.
- Managed shift rotas, holidays, and sickness for optimal staffing levels.
CS & Admin Team Leader
Kone Plc
Keighley, Yorkshire
2008.03 - 2022.12
- Lead cross-functional teams to enhance customer service delivery and operational efficiency, using various systems; Konect, SAP, Salesforce (CRM), Avaya and FSM
- Developed and implemented administrative processes to streamline team workflows and improve productivity.
- Managed team performance through regular feedback and coaching, fostering a collaborative work environment.
- Trained new staff on company policies and procedures, promoting adherence to best practices and standards.
- Coordinated communication between departments to facilitate seamless operations and enhance customer satisfaction.
- Analyzed team performance metrics to identify areas for improvement and drive strategic initiatives.
- Encouraged open communication, fostering a positive work culture.
- Resolved conflicts effectively, promoting harmony within the workforce.
Customer Service Advisor
Kone Plc
Keighley, Yorkshire
2004.10 - 2008.03
- Coordinated dispatching for field team using Konect or FSM
- Manage entrapment calls
- Back report engineers callous
- Mange low level complaints
- Assist training new staff
- Answered customer telephone calls promptly and improved on-hold wait times.
- Used in-depth product understanding to answer customer questions knowledgeably.
- Logged customer communications for complete service records.
- Reduced customer wait times by adhering to call target timeframes.
Education
Yellow Belt - Reducing the number of complaints for Natwest Portals
Lean Six Sigma
Keighley 2022.06 - 2022.09
Diploma - ILM Level 3 Management
Activate Learning
Keighley 2019.01 - 2021.02
NVQ Level 3 - Customer Service
Train'd Up
Keighley 2008.01 - 2008.01
TQUK Level 2 - Certificate in Self-harm and Suicide Awareness and Prevention
The Skills Network
Sale, Trafford 2023.07 - 2024.01
Skills
- Customer service and relations
- Complaint resolution
- Process improvement
- Microsoft Office proficiency
- Staff mentoring and development
- Staff management
- Team Leadership
REFERENCES
References available upon request
Affiliations
- My growing family, socialising with friends. I am also a wellness coach with Herbalife, to help myself and others improve our lives by offering high-quality, science-backed nutrition products, personalised coaching, and a supportive community.
References
References available upon request.
Timeline
TQUK Level 2 - Certificate in Self-harm and Suicide Awareness and Prevention
The Skills Network
2023.07 - 2024.01
Customer service team leader
Acorn Stairlifts
2023.01 - Current
Yellow Belt - Reducing the number of complaints for Natwest Portals
Lean Six Sigma
2022.06 - 2022.09
Diploma - ILM Level 3 Management
Activate Learning
2019.01 - 2021.02
CS & Admin Team Leader
Kone Plc
2008.03 - 2022.12
NVQ Level 3 - Customer Service
Train'd Up
2008.01 - 2008.01
Customer Service Advisor
Kone Plc
2004.10 - 2008.03