Samuel Yawli
London
Summary
Dedicated professional with a strong foundation in conflict resolution and process optimisation. Utilises analytical skills to identify trends and implement improvements, enhancing customer satisfaction and operational performance. Committed to fostering collaborative relationships across teams to deliver outstanding service outcomes.
Overview
5
5
years of professional experience
Work History
Customer Operations Specialist
Exclaimer
10.2024 - 08.2025
- Managed and resolved 200 customer tickets daily across email and CRM systems, consistently meeting SLA targets
- Handled payment queries, billing issues, cancellations, and refunds, ensuring accuracy and timeliness in resolution
- Investigated and resolved customer disputes, maintaining professionalism while safeguarding customer experience and business outcomes
- Provided high-quality support via written communication, ensuring clarity, empathy, and efficiency in all interactions
- Acted as a liaison between customers and internal teams (Engineering, Product, Finance), ensuring fast and effective issue resolution
- Identified recurring issues and contributed to process improvements, reducing repeat tickets and enhancing operational efficiency
- Maintained accurate documentation and tracking of all cases to ensure full visibility and accountability
Customer Service Manager
Otherworld
London
05.2022 - 07.2024
- Led customer service operations, enhancing team performance and customer satisfaction
- Provided real-time customer support, resolving queries, booking issues, and service concerns to ensure customer satisfaction
- Managed account disputes, refunds, and collections with a 95% resolution rate
- Improved complaint resolution time by 20% through process optimisation
- Developed and maintained NPS and KPI tracking systems to monitor service quality and customer feedback
- Trained teams on upselling techniques, increasing product upsells by 30%
- Assisted with customer payments, refunds, and booking adjustments, ensuring accuracy and customer satisfaction
- Resolved issues quickly during live sessions, maintaining service quality and operational flow
- Coordinated between teams to ensure a smooth and efficient customer journey
Operations Manager/ Customer Success Manager
Otherworld
London
01.2021 - 07.2024
- Managed high-value client accounts with a 4.8/5 average satisfaction score.
- De-escalated complex and sensitive customer situations, turning negative experiences into positive outcomes and retained customers
- Managed customer support across live chat, email, and in-person interactions to enhance customer satisfaction
- Maintained high service standards in a fast-paced environment, balancing customer satisfaction with operational efficiency
- Monitored customer feedback and recurring issues to implement targeted service and operational enhancements
- Collaborated cross-functionally with operations and technical teams to ensure smooth service delivery and issue resolution
- Resolved customer disputes through effective communication and negotiation
- Handled refunds, cancellations, and payment disputes, resolving issues fairly while maintaining company policies
- Reduced ticket backlog by 40% through CRM-driven process improvements.
- Facilitated account upselling and renewals, contributing to overall revenue growth
Education
Bachelor of Science - Computer Science
Middlesex University
London01-2021
Skills
- CRM & Ticketing Systems (eg Zendesk, Salesforce)
- Live Chat Support Platforms (real-time customer support tools)
- Case Management & SLA Tracking Systems
- Payment Processing & Billing Systems
- Refunds, Chargebacks & Dispute Resolution Handling
- Microsoft Excel (data tracking, reporting, analysis)
- Data Analysis & Trend Identification
- Workflow & Process Automation Tools
- Knowledge Base & Documentation Management Systems
- AI Tools for Customer Support (eg ChatGPT, automation tools)
- Project & Task Management Tools (eg Asana, Trello)
- Cross-Functional Collaboration Tools (eg Slack, Microsoft Teams)
- CCC Leadership
- Continuous Learning Coaching
- Creativity
- Resilience
- Billing management
- Customer support
- Conflict resolution
- Problem-solving
Accomplishments
- Team Leadership Excellence, Led team to achieve a 95% resolution rate in disputes, enhancing customer trust and loyalty.
- Performance Management Improvement, Improved performance by reducing complaint resolution time by 20%, streamlining support processes efficiently.
- Daily Ticket Management Success, Managed team to meet 200 ticket resolutions daily, maintaining high service levels and customer satisfaction.
Languages
English
French
Timeline
Customer Operations Specialist
Exclaimer
10.2024 - 08.2025
Customer Service Manager
Otherworld
05.2022 - 07.2024
Operations Manager/ Customer Success Manager
Otherworld
01.2021 - 07.2024
Bachelor of Science - Computer Science
Middlesex University