Summary
Overview
Work History
Education
Skills
Timeline
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Nnenna Linda Ozioko

Bradford

Summary

Customer-focused and results-driven professional with a strong background in delivering high-quality service across diverse customer groups. Adept at clear and effective communication, both written and verbal, with excellent grammar and a keen eye for detail. Brings a proactive and empathetic approach to resolving customer issues, supported by strong research and analytical skills to ensure accuracy and informed decision-making. Experienced in using leading support platforms such as Zendesk, Intercom, and Freshdesk, and skilled in managing multiple priorities in fast-paced environments. Demonstrates a natural ability to identify customer needs and drive value through effective upselling and solution-oriented engagement. Proven track record of working collaboratively with stakeholders to achieve positive outcomes, with a flexible and adaptable approach to meet evolving business needs.

Overview

2
2
years of professional experience

Work History

Customer Service Advisor

Thornton & Ross STADA Group
12.2023 - Current
  • Engaging with customers across telephone, email, web chats and social media platforms (such as Facebook, X, Instagram) in a timely, friendly, and professional manner, ensuring every interaction reflects our brand values and Tone of voice.
  • Working as part of an amazing team of Advisors to achieve and exceed SLA’s and KPI’s to maximise the consumer experience.
  • Using my knowledge of our brand, products, and promotions to deliver fast, accurate, and empathetic responses that result in first-contact resolutions.
  • Proactively identify customer feedback trends and escalate recurring issues or potential brand-damaging issues to relevant teams to help improve the overall customer experience.
  • Working closely with UK Retail Operations and other internal teams, ensuring escalated complaints or complex issues are handled effectively and professionally.
  • Supporting customer queries around loyalty schemes, digital gifting, promotions, and other service-related enquiries, ensuring clarity and satisfaction at every step.
  • Acting as the sole point of contact for customers, working independently to manage and resolve customer feedback.

Customer Service Executive

Sygenta
05.2023 - 12.2023
  • Achieving all Service Level Agreements across all channels, including calls, emails and web chats, including achievement of expected customer satisfaction levels
  • Consistently achieve Key Performance Indicators and individual targets/objectives
  • Supporting the Customer Care team in achieving the company's business goals
  • Optimising new business by increasing conversion and retention rates through exceptional customer service
  • Reporting and analysis on key metrics


  • Actively looking for ways in which we can improve our service to customers and become more efficient and enhance our delivery of service
  • Actively seek customer feedback, analyze trends, identify customer friction points and make recommendations for potential process improvements/platform enhancements


  • Identifying any regulatory, contractual or data protection breaches and escalate to the relevant persons
  • Achieve a minimum of 15 hours CPD per year and ensure your team meet the requirements


  • Ensure compliance with ICOBS rules
  • Build and promote strong, long lasting customer relationships by understanding their needs and delivering a premium customer experience
  • Build relationships within the team and create positive culture

Education

Master of Science - Logistics And Supply Chain Management

University of Bradford
Bradford, United Kingdom
04-2023

Bachelor of Science - Banking And Finance

University of Nigeria Nsukka
Nigeria
07-2013

Skills

  • Excellent Communication Skills
    Strong verbal and written communication, with flawless grammar and the ability to convey information clearly across diverse customer groups
  • Empathy and Customer-Centric Mindset
    Ability to understand client needs, provide tailored support, and build rapport through empathy and active listening
  • Problem-Solving and Proactive Thinking
    Capable of addressing challenges efficiently and offering proactive, effective solutions to enhance customer satisfaction
  • Multitasking and Time Management
    Skilled at handling multiple tasks, prioritizing under pressure, and managing workload independently to meet deadlines
  • Technical Proficiency with Support Tools
    Comfortable using platforms like Zendesk, Intercom, or Freshdesk, and quick to adapt to new customer service technologies
  • Upselling and Influencing Skills
    Demonstrated ability to recognize customer needs and recommend suitable products or services, enhancing customer value and company revenue
  • Research and Analytical Thinking
    Strong research skills with attention to accuracy, fact-checking, and understanding complex information to support informed customer interactions
  • Collaboration and Stakeholder Management
    Experience working with various stakeholders, including in government sectors, with a track record of delivering high-quality service through collaboration

Timeline

Customer Service Advisor

Thornton & Ross STADA Group
12.2023 - Current

Customer Service Executive

Sygenta
05.2023 - 12.2023

Master of Science - Logistics And Supply Chain Management

University of Bradford

Bachelor of Science - Banking And Finance

University of Nigeria Nsukka

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Nnenna Linda Ozioko