Summary
Overview
Work history
Education
Skills
Languages
Custom
Timeline
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SANDRA AKOSA

Birmingham,United Kingdom

Summary

Dynamic and results-driven professional with a strong foundation in leadership, quality management, and retail sales..

Experienced in customer service with focus on call handling. Can provide high-quality customer experience by resolving queries efficiently and professionally. Skills include excellent problem-solving, clear verbal communication, and calm disposition under pressure, essential for managing high call volumes.

Overview

11
11
years of professional experience
9
9
years of post-secondary education

Work history

999 Call handler

British Telecommunications / Blue Arrow
Birmingham, West Midlands
09.2024 - Current
  • Multi-tasked effectively whilst maintaining a professional demeanour at all times.
  • Prioritised urgent cases for immediate resolution or escalation.
  • Showed resilience under pressure, handling challenging situations with composure.
  • Managed high volume of calls daily for prompt service delivery.
  • Adapted quickly to changing procedures or protocols whilst maintaining high performance levels.
  • Proficiently navigated difficult conversations, ensuring customer retention and loyalty.
  • Ensure callers request are dealt with effectively and efficiently
  • Adhere to strict procedures and mandatory terminology/scripting

Key Holder

June London
London
01.2022 - 07.2025
  • Managed staff performance reviews, documenting progress and room for growth to aid continual improvement.
  • Led by example in providing customers with faultless care and service, from initial greeting to closing high-value sales.
  • Provided one-to-one staff coaching and mentoring, nurturing confidence and ability to achieve brand goals.
  • Monitored sales teams productivity and morale, inspiring and motivating to maintain first-class store service.
  • Processed high-volume store deliveries, ensuring receipt and safe storage of required items.

Airport customer service agent

Swissport
Birmingham
02.2024 - 09.2024
  • Assisted in boarding process, ensuring smooth transition for all passengers.
  • Maintained updated knowledge on airline policies and procedures for accurate information dissemination.
  • Upheld high standards of professionalism when interacting with passengers from diverse backgrounds and cultures.
  • Managed lost and found property reports, aiding in quick recovery of items.
  • Responded to inquiries regarding flight schedules, fares, and other details for better customer service.
  • Executed passport control procedures to ensure security at the airport.
  • Contributed to team targets by consistently delivering exceptional customer service under pressure situations.
  • Supported anxious or distressed passengers compassionately helping them handle travel-related stress effectively.
  • Directed passengers towards customs, immigration, and quarantine as per requirement, expediting travel process.
  • Worked closely with other team members for seamless coordination of tasks during peak hours.
  • Facilitated timely departure of flights by performing efficient pre-flight checks.
  • Resolved passenger concerns and complaints promptly, maintaining positive customer relations.

Quality Controller

TsTech (Honda Logistics)
Swindon
11.2019 - 09.2020
  • Maintained quality management structure by conducting continuous reviews.
  • Performed inspections and standardised tests on product samples to assess compliance with tolerances.
  • Optimised tools and equipments to reduce errors.
  • Inspected non-conforming parts and conducted Root Cause Analysis (RCA).
  • Checked production performance to guarantee compliance with process standards.
  • Recorded accurate inspection findings and maintained detailed information systems for reference.
  • Created reports on environmental and occupational health improvement strategies.
  • Created estimates detailing required materials, labour and time to conduct remediation work.
  • Delivered official recommendations on correct methods for implementing rules and regulations.

Corporate Travel Agent

South Point and Essenza Viaggi
Brescia
02.2014 - 03.2018
  • Organising flights, travel insurance and accommodation.
  • Planned and coordinated all travel for clients based on budgets.

Retail Sales Associate

FARA
Brescia
03.2018 - 02.2018
  • Used open-ended questioning to understand customer needs and recommend appropriate products.
  • Resolved customer queries using active listening and problem solving skills.
  • Worked checkout and floor sales during peak seasonal trade periods.
  • Advised customers on current company products and services available, tailoring advice to suit customers' needs.
  • Escalated technical or complex queries appropriately.
  • Responded to customer complaints, diffusing tension and reporting feedback.

Education

Diploma of Higher Education - Tourism

JI.I.S.S Camillo Kolgi
09.2020 - 06.2026

BSC (Hons) Degree - Banking and Finance

Middlesex University London
06.2020 - 06.2023

Skills

  • Leadership
  • Multitasking
  • Quality Management
  • Communications
  • Travel Insurance
  • Prioritization
  • Management
  • Retail Sales
  • Professionalism
  • Active Listening
  • Problem Solving
  • Closing (Sales)
  • Call handling

Languages

English
Italian
Twi

Custom

  • Volleyball
  • Shopping
  • Travelling

Timeline

999 Call handler

British Telecommunications / Blue Arrow
09.2024 - Current

Airport customer service agent

Swissport
02.2024 - 09.2024

Key Holder

June London
01.2022 - 07.2025

Diploma of Higher Education - Tourism

JI.I.S.S Camillo Kolgi
09.2020 - 06.2026

BSC (Hons) Degree - Banking and Finance

Middlesex University London
06.2020 - 06.2023

Quality Controller

TsTech (Honda Logistics)
11.2019 - 09.2020

Retail Sales Associate

FARA
03.2018 - 02.2018

Corporate Travel Agent

South Point and Essenza Viaggi
02.2014 - 03.2018

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SANDRA AKOSA