ODEH PATIENCE OCHANYA
Livingston,United Kingdom
Summary
Results-oriented professional skilled in team building and collaboration. Demonstrated success in customer service through effective communication and conflict resolution. Expertise in time management, project management, and data analysis, facilitating multitasking and negotiation. Focused on utilising skills to contribute to organisational success and enhance professional development.
Overview
11
11
years of professional experience
Work history
Customer Service Adviser
Adecco – Scottish Widows (Lloyds Banking Group)
Edinburgh, Scotland
2024.12 - 2026.08
- Delivered exceptional customer service by managing inbound calls, complaints, and correspondence regarding pensions, insurance, savings, and investments, resulting in enhanced customer satisfaction.
- Took ownership of customer issues from start to resolution, ensuring each interaction reflected care and professionalism, fostering trust and loyalty.
- Provided accurate, timely information and guidance to customers and financial advisers, ensuring clarity and compliance with FCA and GDPR regulations.
- Managed policy enquiries, fund switches, withdrawals, payments, and customer detail updates with accuracy, contributing to seamless service delivery.
- Recognised for maintaining a calm and empathetic approach when supporting customers through complex or sensitive situations.
- Collaborated with colleagues to achieve team performance targets and improve service delivery.
Customer Service Manager
Entain Group (Ladbrokes Betting & Gaming Ltd)
Edinburgh, Scotland
2023.08 - 2024.11
- Delivered outstanding customer service, resolving complaints and issues with empathy to enhance customer satisfaction.
- Accepted and processed customer bets across a variety of sporting events, ensuring accuracy and compliance with regulations.
- Processed customer transactions including cash handling.
- Demonstrated products and betting terminals to customers, facilitating informed choices and enhancing user experience.
- Maintained high shop standards.
- Promoted safer gambling practices to ensure responsible betting behaviours., Ensuring health & safety Compliance.
Student Caller
Heriot Watt University
Edinburgh, Scotland
2023.07 - 2023.08
- Built rapport with prospective donors for successful fundraising campaigns.
- Cultivated relationships with university alumni to enhance engagement
- Coordinated fundraising events that increased financial support for initiatives
- Collaborated closely with team members for coordinated calling strategies.
- Kept up-to-date with university news and developments, provided relevant information during calls.
Customer Service Representative
Cloud Flex Solutions
Sidcup, London
2023.03 - 2023.06
- Confirmed product and service availability to address customer needs effectively.
- Directed customer inquiries to appropriate resolving team for timely resolution.
- Related customer feedback to the product or sales team to improve the service efficiency of the organisation.
- Updated customer information database to ensure accuracy and accessibility.
Warehouse Operative
Amazon FC, ED14
Dunfermline, Scotland
2022.11 - 2023.01
- Ensured accuracy of packed, sealed, and labelled orders to maintain customer satisfaction and prevent item mix-ups.
- Packed and sealed customer online orders for timely delivery.
- Maintained cleanliness of work stations to promote safety and efficiency. regularly to minimise hazards and maintain a safe, pleasant work environment.
Receptionist/Customer Service Officer
AutoSentre Enterprises
Abuja
2021.01 - 2022.08
- Met incoming customers with professional a professional approach and provided friendly, knowledgeable assistance.
- Offered outstanding hospitality throughout client visits, aiding positive customer experiences and loyalty.
- Collaborated effectively with customers and staff to maintain smooth-running company operations.
- Captured and processed client information, ensuring accurate data entry into online systems for effective company-wide access.
- Filed and maintained invoices and customer records, streamlining paperwork for efficient retrieval.
- Coordinated complex schedules for training events and recruitment fairs, facilitating smooth operations and participant engagement.
- Processed credit card orders and reconciled receipts against credit card statements to support month-end closing.
Administrative Officer
Model Care Hospital
Abuja
2020.01 - 2020.11
- Prepared budgets and analysed data to inform management decision-making.
- Established workflow processes and implemented modifications to improve administrative operations by 10%.
- Maintained accuracy and quality in data entry and recordkeeping to support operational integrity.
- Partnered with departments to coordinate schedules for special projects, enhancing cross-functional collaboration.
- Created and submitted progress reports to upper management.
- Managed inventory of office stationery supplies to ensure availability.
Customer Service/Administrative Assistant
First Bank Nigeria Limited
FCT, Abuja
2015.12 - 2019.11
- Displayed strong customer service skills with professional telephone manner to resolve customer inquiries by attending to over 50 customer requests per day.
- Increased customer satisfaction by greeting visitors promptly and professionally.
- Maintained electronic and hard copy office files to ensure efficient document retrieval.
- Organised documents and managed files to provide effective clerical support to employees.
- Monitored stock demands and replenished store inventory to meet customer needs promptly.
Education
Master of Science - Data Science
Heriot-Watt University
Edinburgh, EDHBachelor of Science - Information Technology
Salem University
KogiBachelor of Science - Physics
Benue State University
Makurdi /2012 -
Skills
- Customer service excellence
- Communication proficiency
- Adaptability and learning agility
- Time management and planning
- Multitasking efficiency
- Conflict management
- Team building and collaboration
- Influencing skills
- Negotiation skills
- Project management
- Computer proficiency
- Integrity and ethics
AWARDS
PTDF (Petroleum Technology Development Fund) Postgraduate Scholarship Recipient 2022.
Timeline
Customer Service Adviser
Adecco – Scottish Widows (Lloyds Banking Group)
2024.12 - 2026.08
Customer Service Manager
Entain Group (Ladbrokes Betting & Gaming Ltd)
2023.08 - 2024.11
Student Caller
Heriot Watt University
2023.07 - 2023.08
Customer Service Representative
Cloud Flex Solutions
2023.03 - 2023.06
Warehouse Operative
Amazon FC, ED14
2022.11 - 2023.01
Receptionist/Customer Service Officer
AutoSentre Enterprises
2021.01 - 2022.08
Administrative Officer
Model Care Hospital
2020.01 - 2020.11
Customer Service/Administrative Assistant
First Bank Nigeria Limited
2015.12 - 2019.11
Bachelor of Science - Physics
Benue State University
/2012 -
Master of Science - Data Science
Heriot-Watt University
Bachelor of Science - Information Technology
Salem University