QUEEN OBIEKWE
Birmingham
Summary
Customer service advisor with extensive experience in providing exceptional support through phone, email, and live chat. Expertise in CRM systems, data protection compliance, and process improvement. Proven ability to resolve complex inquiries and enhance customer satisfaction through effective communication. Committed to advancing in customer service management to drive operational excellence.
Overview
8
8
years of professional experience
Work History
Customer Service Advisor
Hinduja Global Solutions
01.2026 - Current
- Delivered excellent customer service by proactively addressing and resolving customer queries.
- Handled inbound calls daily on behalf of HMRC, responding to a wide range of PAYE enquiries including tax code queries, underpayments, overpayments and updates to personal details.
- Conduct outbound calls to follow up on outstanding tasks and cases, ensuring customers receive timely updates and that no query is left unresolved.
- Supported vulnerable and sensitive customers with patience and empathy, adapting communication style to meet individual needs and ensuring each person felt heard and properly assisted.
- Navigate HMRC systems accurately to locate customer records, update information and process requests in line with strict data protection and compliance requirements.
- Consistently met call quality and handling time targets while maintaining high service standards and managing a busy, varied caseload.
- Collaborate with team colleagues and managers to share knowledge, flag complex cases appropriately and maintain a consistent and professional service across the campaign.
Customer Service Representative
Ideal Services
09.2022 - 12.2025
- Provided real-time customer support via inbound calls, email, and live chat.
- Resolved escalated and complex customer inquiries with personalised solutions, improving customer satisfaction.
- Delivered accurate, professional assistance in high-volume interactions, enhancing customer engagement.
- Assisted in maintaining customer satisfaction through solution-focused communication.
- Collaborated with internal departments to help resolve issues and improve service delivery.
- Recognised recurring issues and proposed process enhancements to elevate customer experience.
- Maintained up-to-date records across CRM platforms to ensure data accuracy.
- Balanced daily transaction records to support financial reporting accuracy.
Customer Service Representative
Knots-Global Company
05.2020 - 09.2022
- Oversaw customer service inquiries, ensuring prompt and accurate responses to enhance customer satisfaction.
- Documented customer interactions, enabling efficient retrieval of inquiries and resolutions.
- Analysed customer feedback to identify trends, leading to adjustments in service offerings based on insights.
- Applied stress management strategies during peak call times to maintain professionalism and service quality.
CSR and Administrative Assistant
Glenstar Marine Limited
04.2019 - 04.2020
- Delivered customer support via phone, email, and chat to resolve queries and enhance customer satisfaction.
- Managed inbound customer service calls to resolve queries and complaints effectively.
- Established rapport with customers through effective communication to improve service experience.
- Maintained confidentiality during customer interactions to protect sensitive information.
- Logged customer interactions in CRM tools to aid service continuity.
- Prepared reports and official communications following organisational standards.
- Monitored supplier invoices to ensure timely payments and strengthen vendor relationships.
Administrative Officer
BUA Group
05.2018 - 03.2019
- Managed daily office operations to ensure smooth workflow and effective service delivery.
- Scheduled service appointments for customers, enhancing overall satisfaction.
- Conducted follow-up enquiries to confirm customer satisfaction and address concerns.
- Supported accurate updates to customer records.
Education
MSc - International Business with Human Resource Management
Ulster University
United Kingdom01-2023
BA (Hons) - Philosophy
University of Lagos
Lagos01-2017
Skills
Time management and multitasking
- Attention to detail
- Active listening and empathy
- Adaptability and teamwork
- Customer engagement and conflict resolution
- Problem solving and CRM proficiency
References
Available upon request.
Timeline
Customer Service Advisor
Hinduja Global Solutions
01.2026 - Current
Customer Service Representative
Ideal Services
09.2022 - 12.2025
Customer Service Representative
Knots-Global Company
05.2020 - 09.2022
CSR and Administrative Assistant
Glenstar Marine Limited
04.2019 - 04.2020
Administrative Officer
BUA Group
05.2018 - 03.2019
MSc - International Business with Human Resource Management
Ulster University
BA (Hons) - Philosophy
University of Lagos