Reading
PRINCEWILL OKEREAFOR
Customer Service Advisor
146 Cheapside Birmingham
Summary
Dedicated and adaptable project manager with a solid foundation in customer service, bringing over 3 years of experience in advising and supporting clients to achieve their goals. Leveraging a unique blend of customer-centric skills and project management expertise, I excel in understanding client needs, driving solutions, and ensuring seamless project delivery. With a proven track record of exceeding customer expectations and building strong relationships, I bring a customer-focused mindset to every project I lead.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Assistant Special Educational Needs Coordinator
Calthorpe Academy
09.2023 - Current
- Assist in the identification of students with special educational needs and disabilities (SEND) through assessment, observation, and collaboration with teaching staff and external agencies.
- Contribute to the development and implementation of Individual Education Plans (IEPs) for students with SEND, setting appropriate targets and strategies to meet their specific needs.
- Monitor and review the progress of students with SEND, adjusting support and interventions as necessary to ensure their academic and social development.
- Work closely with classroom teachers to provide advice, resources, and strategies for supporting students with SEND in mainstream classrooms.
- Collaborate with parents/carers to ensure effective communication and involvement in the support and progress of their child with SEND.
- Liaise with external agencies, including educational psychologists, speech and language therapists, and specialist support services, to access additional support and expertise for students with complex needs.
Guest Relations Officer
The Wheatbaker
03.2020 - 04.2023
- Liaise with other hotel departments to fulfill guest requests and ensure seamless service delivery.
- Communicate effectively with housekeeping, maintenance, and front desk teams to address guest needs promptly.
- Coordinate special requests such as room preferences, amenities, or celebrations for guests
- Offer personalized recommendations and assistance for dining, entertainment, and sightseeing options.
- Arrange transportation, tours, restaurant reservations, and other guest requests as needed.
- Maintain knowledge of local events, activities, and attractions to enhance guest experiences.
Customer Service Representative Team Lead
Keystyle Group
05.2017 - 02.2020
- Monitored team metrics, identifying opportunities for improvement and implementing targeted coaching plans.
- Implemented quality assurance measures to monitor calls and identify areas for improvement within the team''s performance.
- Conducted regular performance evaluations, setting clear expectations and providing constructive feedback to support professional growth.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Oversee the daily operations of the customer service department, ensuring timely and professional responses to customer inquiries and issues.
- Handle escalated customer inquiries or complaints, resolving complex issues and ensuring customer satisfaction.
- Develop and implement customer service policies, procedures, and best practices to improve efficiency and quality of service.
- Monitor customer service metrics, such as response times, resolution rates, and customer satisfaction scores, and take corrective actions as needed.
Customer Service Representative Team Lead
Euro Mega Atlantic Nigeria
11.2013 - 01.2017
- SAP for order management, tracking, and reporting.
- Oversee the use of SFA tools for sales data analysis, forecasting, and territory management.
- Ensure accurate data entry and maintenance in both SAP and SFA systems.
- Monitor team performance metrics such as response time, resolution rate, and customer satisfaction scores.
- Generate and analyze reports to identify trends, issues, and areas for improvement.
- Implement strategies to optimize team performance and meet KPIs (Key Performance Indicators).
- Collaborate with the sales team to facilitate order processing and fulfillment.
- Assist in managing customer accounts, including order entry, invoicing, and billing.
- Coordinate with logistics and inventory management teams to ensure timely delivery of products and services.
Education
Master of Science - Project Management
University of Northampton
Northampton 04.2001 -
Bachelor of Science - Geological And Earth Sciences
Federal University of Technology Owerri
Imo State Nigeria 04.2001 -
GED -
Rebecca Model College
Apapa Lagos Nigeria 04.2001 -
Skills
Administrative Leadership
Accomplishments
Achieved a 20% improvement in project efficiency by implementing streamlined communication protocols and optimizing resource allocation, resulting in projects being completed ahead of schedule and under budget while maintaining high quality standards. This initiative not only enhanced team collaboration but also increased client satisfaction ratings by 15% due to faster project delivery times and improved transparency throughout the process
Interests
Playing football
Certification
Data Analytics (In view)
Timeline
Data Analytics (In view)
02-2024
Assistant Special Educational Needs Coordinator
Calthorpe Academy
09.2023 - Current
Guest Relations Officer
The Wheatbaker
03.2020 - 04.2023
Customer Service Representative Team Lead
Keystyle Group
05.2017 - 02.2020
Customer Service Representative Team Lead
Euro Mega Atlantic Nigeria
11.2013 - 01.2017
Master of Science - Project Management
University of Northampton
04.2001 -
Bachelor of Science - Geological And Earth Sciences
Federal University of Technology Owerri
04.2001 -
GED -
Rebecca Model College
04.2001 -
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