Summary
Overview
Work history
Education
Skills
Languages
Certification
Timeline
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Olivia Odewole

London,UK

Summary

I'm a customer service professional with a proven ability to resolve complex issues, build trust and deliver high quality support across housing and public sector services. I take pride in simplifying processes, reducing complaints and making sure customer feel heard and supported. I'm now ready to step into a role which I can excel further in the skills I possess and drive real customer impact.

Overview

2
2
years of professional experience
1
1
Certification

Work history

Homeownership Officer

Hounslow Council
London
04.2025 - Current
  • Actively listening and resolving service related enquiries around repairs, service charges and major works whilst often calming frustrated residents and following through until completion.
  • Turning around delated service charge complaints by introducing a clearer breakdown process, cutting customer confusion and improving satisfaction scores.
  • Maintaining 100% data accuracy in leaseholder records preventing legal disputes and financial miscalculations.
  • Key Achievements:
  • Creating a follow up system for open customer cases which helps improve case visibility and accountability, this led to an increase in first-time resolution scores.
  • Consistently receiving positive customer feedback for professionalism, clarity and follow through and often being personally requested by residents for continued support.

Customer Sales and Service Advisor

Metropolitan Thames Valley Housing
London
11.2024 - 04.2025
  • Booked and coordinated over 200+ property viewings, managing diaries and enquiring smooth customer communication.
  • Handled inbound enquiries daily across chat, email and phone maintaining a high level of customer satisfaction rate.
  • Logged detailed case notes in Salesforce improving visibility for colleagues and reducing customer repetition.
  • Worked with colleagues to flag service delays and improve handovers, resulting in smoother customer journeys.
  • Key Achievements:
  • Handled a peak of 70+ multi channel customer interactions per day while maintaining compliance and quality standards.
  • Proactively followed up on unresolved enquiries, restoring trust in many cases and often receiving direct customer praise.


Leasehold Officer

Harrow Council
London
10.2023 - 10.2024
  • Supported leasehold services across a portfolio of 1,000 properties, handling complaints, legal documents and Right to Buy requests.
  • Acted as a key contact between legal, finance and customer service ensuring aligned communication and resolution.
  • Managed LPE1s and LPE2 form completions and service charge enquiries with an emphasis on accuracy and timeliness.
  • Key Achievements:
  • Improved turnaround time for Right to Buy applications by standardising the document checklist and proactively chasing missing documents.
  • Built trust with frustrated residents by taking ownership of long standing repair issues, ensuring vulnerable customers were prioritised and followed up.
  • Created a shared internal tracker for major works and repair cases which reduced duplication and improved team coordination.


Education

Google Cybersecurity Course

Coursera

Skills

  • Salesforce (CRM) proficiency
  • Problem-solving & First Contact Resolution
  • Empathy with efficiency
  • Multichannel communication (Phone, Email, Chat)
  • Technical Literacy (Basic Troubleshooting)
  • Data handling
  • GDPR awareness
  • KPI Awareness & Metric-Driven Mindset
  • Team leadership
  • Basic Excel proficiency

Tech Stack:

  • Salesforce
  • CIVICA
  • Northgate
  • Yardi
  • MS Office Suite
  • Capita Financials
  • Open Housing
  • Google Workspace

Languages

French
Fluent

Certification

  • Team Leading (Level 2)
  • Customer Service (Level 2)
  • Retail Knowledge (Level 2)
  • Sales Training (Level 1-3)

Timeline

Homeownership Officer

Hounslow Council
04.2025 - Current

Customer Sales and Service Advisor

Metropolitan Thames Valley Housing
11.2024 - 04.2025

Leasehold Officer

Harrow Council
10.2023 - 10.2024

Google Cybersecurity Course

Coursera

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Olivia Odewole