Michael Omere
Sydenham,Lewisham
Summary
Creative and innovative professional with strong administrative and customer support background. Proactive and resourceful team player, committed to improving efficiency and productivity of administrative team. Dedicated with 13 years of customer service experience within dynamic, fast-paced environments. Experienced in training and mentoring administrative staff in variety of common tasks and projects, excellent interpersonal skills aiding positive professional relationships for recurring business and guaranteed customer satisfaction.
Overview
11
11
years of professional experience
4
4
years of post-secondary education
Work History
Administrator
Brydgework Inc
Gravesend, Kent
01.2018 - 06.2023
- Organised physical files and digitised records to support ease of access and GDPR compliance.
- Effectively managed incoming and outgoing mail to maximise office efficiency.
- Interacted with customers professionally by phone, email and in-person to deliver accurate service information.
- Tracked accounts payable and receivables records.
- Negotiated with suppliers to develop fair and professional contracts.
- Oversaw database to maintain updated records and accuracy.
- Collaborated with different departments to maintain positive rapport and smooth workflow.
- Organised team building activities to foster professional relationships with staff.
- Prepared invoices, monitored accounts receivables and tracked budget to support bookkeeping tasks.
- Audited and processed travel expense claims for executives.
Customer Support Representative
OpenTable
London, City of London
09.2016 - 03.2017
- Answer customer and employee calls, emails, community posts, and any future form of contact we may come up with, using your personality and experience, not a script
- Configuring and installing software over the phone at restaurant locations
- Assisting customers with their technical and software related problems
- Verbal and written comprehensive incident reports
- Accurately and efficiently log all contacts in our CRM (Salesforce)
- Train restaurant staff, encouraging greater use of the OpenTable system, as well capturing and reporting customer feedback
- Created warm leads for sales team
- Adhered strictly to policies and procedures for continued company compliance.
- Participated in staff meetings to discuss new developments.
- Liaised with team to develop strategies in improving customer service.
Customer Support Operator/Sales
Verisure Services
London, City of London
03.2016 - 06.2016
- Provided outstanding customer service by promptly and courteously addressing customer inquiries and concerns
- Reviewed documents for staff to proofread for errors, correct formatting and verify factual information.
- Resolved customer complaints and conflicts in a calm and professional manner, effectively turning challenging situations into positive experiences
- Captured and documented customer feedback and insights to drive continuous process improvements
- Consistently achieved or exceeded performance metrics, including customer satisfaction scores and resolution timeframes
- Kept meticulous records of customer interactions, transactions, and inquiries, ensuring accurate and up-to-date information
- Investigated alarms and incidents with rigorous evidence collection.
- Worked in security control room to continuously monitor CCTV feeds.
- Collaborated with security teams and emergency services to resolve urgent situations.
Customer Service Manager
D, Wave System
Orpington, Bromley
08.2015 - 01.2016
- Led a team of customer service representatives, fostering a customer-centric environment and ensuring the highest level of satisfaction among clients
- Established and maintained strong relationships with key clients, addressing their concerns promptly and effectively, resulting in increased customer retention and recurring business
- Developed and implemented customer service policies, procedures, and training programs to enhance the overall service delivery experience
- Proactively identified areas for improvement in customer service processes and implemented solutions to streamline operations, resulting in reduced response times and increased efficiency
- Monitored customer satisfaction metrics, such as Net Promoter Score (NPS), and developed strategies to enhance the overall customer experience
- Conducted regular performance reviews, provided constructive feedback, and mentored team members to continuously improve their customer service skills
- Utilized customer relationship management (CRM) software to track customer interactions, gather feedback, and generate reports for management
- Planned staff rotas to meet customer needs whilst remaining under budget.
- Coordinated department workflow to meet objectives and handle competing priorities.
- Improved customer service experiences to facilitate organic growth and loyalty.
Personal Banker
Barclays
Edgware, Barnet
04.2015 - 07.2015
- Conducted comprehensive financial analyses and assessments to provide tailored solutions and recommendations to clients, resulting in increased customer satisfaction and loyalty
- Updated client data with strong accuracy and systems knowledge.
- Cross-sold products to drive revenue while meeting individual client needs.
- Processed credit card applications by following Financial Conduct Authority rules.
- Smashed monthly targets by growing high-performing client portfolio.
- Promoted comprehensive product range through new account applications.
- Built client trust by tailoring product benefits to diverse financial circumstances.
- Guided customers through online service options to enhance banking efficiency.
- Resolved queries within target timeframes during peak periods.
- Processed and executed a variety of financial transactions accurately and efficiently, adhering to regulatory guidelines and internal policies
- Identified and capitalized on opportunities to cross-sell and up-sell additional banking products and services, contributing to the bank's revenue growth
Project Coordinator
SM Consult
Bromham, Bedford
08.2014 - 03.2015
- Worked in a team to develop research proposals for grants
- Scheduled appointments and meetings for management
- Built and provided appropriate measures for improved relationship with data collectors and researchers to ensure growth and quality data collection
- Drafted financial budgets and secured funding for proposed activities.
- Adjusted different team sizes to meet task demands and decrease delivery delays.
- Reviewed project documents and highlighted discrepancies and errors for correction.
- Created reference documentation for managing projects and preparing user manuals.
Customer Support & Credit
Control XLN Telecom
Vauxhall, Lambeth
01.2014 - 07.2014
- Managed a high volume of credit control activities for XLN Telecom, ensuring timely collection of outstanding payments
- Conducted thorough analysis of customer accounts, identifying and resolving discrepancies or issues to minimize bad debt
- Proactively communicated with customers to negotiate payment plans, resolve payment disputes, and establish solid relationships
- Implemented effective credit control policies and procedures to reduce late payments and improve cash flow
- Collaborated with internal teams, including sales and customer service, to resolve customer billing inquiries and resolve outstanding payment issues promptly
- Prepared and distributed accurate and detailed reports on credit control performance, highlighting areas of improvement and making recommendations for process enhancements
- Maintained impeccable records of payments and documentation of transactions.
HR Administrator HR and Payroll
Ltd
01.2012 - 12.2013
- Served as first point of contact for employees regarding work-related issues
- Communicated regularly with employees, applicants and credit referencing agencies
- Established customer relationships and supported new business development ensuring annual growth objectives were achieved.
- Sent bi-monthly reminder to complete and submit time sheets.
- Responded to enquiries and provided information regarding payroll related matters.
- Assigned payroll and tax forms and requested employees to submit before deadline.
- Provided administrative support to accounting department.
- Applied best practices to comply with laws and regulations.
- Documented employee attendance, leave and overtime and updated database.
- Updated employee pay information to reflect correct base pay and special entitlements.
Education
Bachelor of Business Administration - Human Resource Management
Greenwich School of Management
London 09.2009 - 05.2012
Foundation Degree in Science - Electronics and Communication
London Metropolitan University
London /2008 - /2009
Diploma of Higher Education - Business Studies
Bromley College
09.2006 - 07.2008
Skills
- Human resources best practices
- Report writing
- Microsoft Office expertise
- Complaint resolution
- Operations management
- Client retention strategies
- Sales support
- Customer queries
- Finance services
- Top sales performer
- Strong customer service orientation
- Telephone skills
- Administrative support
- Bilingual customer support
- Programme development
- Communication skills
- Time management
- Problem-solving
- Customer-focused
- Team building
- Marketing
Languages
English
Native
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Administrator
Brydgework Inc
01.2018 - 06.2023
Customer Support Representative
OpenTable
09.2016 - 03.2017
Customer Support Operator/Sales
Verisure Services
03.2016 - 06.2016
Customer Service Manager
D, Wave System
08.2015 - 01.2016
Personal Banker
Barclays
04.2015 - 07.2015
Project Coordinator
SM Consult
08.2014 - 03.2015
Customer Support & Credit
Control XLN Telecom
01.2014 - 07.2014
HR Administrator HR and Payroll
Ltd
01.2012 - 12.2013
Bachelor of Business Administration - Human Resource Management
Greenwich School of Management
09.2009 - 05.2012
Diploma of Higher Education - Business Studies
Bromley College
09.2006 - 07.2008
Foundation Degree in Science - Electronics and Communication
London Metropolitan University
/2008 - /2009
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