OBIAGELI EUDORA OHAKA
Watford,UK
Summary
Driven professional with knack for problem-solving ready to excel in customer service and administration, adept at utilising CRM systems for effective stakeholder communication and conflict resolution. Proficient in productivity tools such as Microsoft Office Suite and Google Workspace, complemented by expertise in collaboration platforms like Microsoft Teams and Zoom. Demonstrates leadership through coaching and mentoring, with a focus on emotional intelligence and problem-solving. Possesses financial literacy and a retail background, excelling in complaint handling. Fluent in English with advanced proficiency in French, aiming to leverage skills towards enhancing organisational efficiency and customer satisfaction.
Overview
10
10
years of professional experience
10
10
years of post-secondary education
Work history
Customer Service Advisor
Allwyn (The National Lottery) Temporary
Watford, Hertfordshire
09.2025 - Current
- Improved team productivity for enhanced service delivery through effective delegation of tasks.
- Mentored junior staff to improved their performance metrics.
- Handled escalated calls, resulted in 30% decrease in unresolved issues.
- Enhanced customer loyalty by resolving complaints efficiently and effectively.
- Answered 50+ telephone calls per day with professionalism.
- Advised customers on availability, pricing and location of products.
- Obtained feedback from customers to improve service experience.
- Implemented new protocols for efficient complaint management.
Customer Service Representative (CSR) Part-time
AirBusiness
Hatfield, UK
06.2025 - 09.2025
- Prepared operational reports, maintaining 100% accuracy to support strategic decision making.
- Handled high volume inbound and outbound calls and emails ensuring 95% query resolution.
- Performed administrative duties to ensure functional business operations.
- Ensured all supply chains operates smoothly ranging from shipment tracking to documentation or problem-solving.
- Tracked key performance indicators and identifying areas of improvement.
- Maintained exceptional communication skill in handling customer queries on and off phone.
- Opened tickets to log customer complaints and ensure complaints are promptly resolved.
- Handled troubleshooting by guiding customers through step-by-step solutions to efficiently resolve the issues.
Assistant Manager
Peacocks Stores Property Limited
Watford
05.2025 - 09.2025
- Spearheaded cross-functional teams to achieve 25% sales growth by implementing data-driven merchandising strategies.
- Mentored 15+ staff remotely via Microsoft Teams, improving retention by 15% and aligning team performance with company goals.
- Streamlined workflows and inventory management, reducing stock discrepancies by 20% while maintaining safety compliance.
- Optimized store standards and visual merchandising using Google Workspace tools, enhancing customer satisfaction scores.
- Used POS systems to track sales and optimize performance by 50% and meeting set targets.
- Temp
Duty Manager
Whitbread PLC (Premier Inn)
Watford, UK
01.2024 - 07.2025
- Directed multidisciplinary teams across reception, restaurant, bar, and housekeeping through virtual coordination, achieving 95% guest satisfaction rate.
- Managed high-volume guest inquiries and reservations remotely via CRM systems, upselling services to increase revenue by 18%.
- Delivered virtual training sessions, reducing operational errors by 25%.
- Recruited and onboarded staff via online platforms, strengthening team culture and reducing turnover.
- Supervised team of 5 receptionist and decreased handling time by 20%.
- Remote-Capable
- Identified areas of improvement through regular performance assessments of staff members.
Retail Manager
Claire’s Accessories UK Ltd
Watford
09.2022 - 01.2024
- Increased revenue by 22% through data-driven promotions and inventory optimization.
- Supervised financial operations, achieving 100% accuracy in cash handling and daily reporting.
- Performed administrative duties that reduced processing delays by 15%.
- Delivered superior customer service, resolved issues effectively and increased repeat business by 30%.
- Maintained stock levels and store layouts using Trello, ensuring compliance with company policies and safety regulations.
Frontline Manager
Ebony Life TV
Lagos
09.2015 - 07.2022
- Coordinated production teams for live broadcasts, providing real-time coaching to ensure flawless execution.
- Supported cross-functional collaboration between staff and senior management, enhancing communication and reducing turnover.
- Introduced training programs that improved team efficiency by 20%.
- Oversaw HR functions including performance monitoring, attendance, and job description approvals.
- Hybrid
Education
MSc - Business & Human Resource Management
Northumbria University London
UK 01.2023 - 01.2024
Certificate - French Language
Ministry of Employment & Vocational Training
Cameroon 01.2023 - 01.2023
BA - Education & Religion
Imo State University
Nigeria 01.2007 - 01.2011
High School Diploma - Arts
Sacred Heart College
Douala, Cameroon 01.2001 - 01.2006
Skills
- Customer Service & Administration: CRM, Conflict Resolution, Negotiation, Stakeholder Communication
- Productivity Tools: Microsoft Office Suite (Excel, Word, PowerPoint), Google Workspace (Drive, Meet), Trello, OneDrive, Opera
- Collaboration Platforms: Microsoft Teams, Zoom, Google Meet
- Leadership & Soft Skills: Coaching & Mentoring, Emotional Intelligence, Problem-Solving, Time Management, Adaptability
- Financial literacy
- Retail background
- Complaint handling
- Languages: Fluent English, Advanced French
PROFESSIONAL INTERESTS
Office Administration, Customer service, Human Resource Development, Technology & Productivity Tools, Remote Work Trends, Volunteering & Community Engagement, Travel & Cultural Exchange
Timeline
Customer Service Advisor
Allwyn (The National Lottery) Temporary
09.2025 - Current
Customer Service Representative (CSR) Part-time
AirBusiness
06.2025 - 09.2025
Assistant Manager
Peacocks Stores Property Limited
05.2025 - 09.2025
Duty Manager
Whitbread PLC (Premier Inn)
01.2024 - 07.2025
MSc - Business & Human Resource Management
Northumbria University London
01.2023 - 01.2024
Certificate - French Language
Ministry of Employment & Vocational Training
01.2023 - 01.2023
Retail Manager
Claire’s Accessories UK Ltd
09.2022 - 01.2024
Frontline Manager
Ebony Life TV
09.2015 - 07.2022
BA - Education & Religion
Imo State University
01.2007 - 01.2011
High School Diploma - Arts
Sacred Heart College
01.2001 - 01.2006