SIMON EZUGWU
Derbyshire
Summary
Dynamic and results-driven Customer Service Team Leader with a proven track record of managing high-value funder portfolios and delivering exceptional customer satisfaction. Adept at leading teams, streamlining processes, and implementing strategies that enhance customer experience and drive sales conversions. Recognised for swiftly resolving complex issues, building strong client relationships, and consistently exceeding service level agreements. A confident communicator skilled in collaborating with customers, management, and stakeholders to deliver seamless service and foster long-term loyalty. Passionate about optimising team performance and achieving measurable business growth.
Overview
12
12
years of professional experience
Work History
End of Contract Accounts Executive
SELECT CAR LEASING
Reading, Berkshire
10.2023 - 09.2024
- Proactively managed inbound and outbound communications with funders, dealers, and customers, maintaining composure under pressure
- Collaborated effectively with Sales and other business teams, optimising the customer journey and ensuring an exceptional service experience
- Drove seamless customer order management, anticipating needs and consistently exceeding expectations
- Fostered strong relationships with Alphabet funders, leading to improved sales conversions, contract extensions, and prompt query resolution
- Achieved 100% compliance with the 24-hour SLA for funder queries, coordinating logistics for collections and deliveries while leading the resolution of customer complaints
- Highlights: Solely managed one of the largest and most complex finance funder portfolios in Alphabet, ensuring seamless operations and exceptional service delivery
- Provided comprehensive support to the sales team and customers, expertly handling contract amendments, extensions, new sales proposals, and vehicle collections
- Played an instrumental role in driving increased sales conversions and contract extensions for Alphabet customers, significantly contributing to business growth.
Team Leader
THAMES WATER UTILITIES LTD - WHOLESALE MARKET SERVICES
Reading, Berkshire
08.2016 - 06.2023
- Led daily operations of the Service Desk, ensuring seamless contact handling and timely production of management reports
- Developed and implemented effective policies and procedures that elevated team performance and service delivery
- Delivered comprehensive training to new staff, equipping them with the technical skills and knowledge to excel
- Successfully managed and inspired a team of 10 to provide outstanding service to Thames Water Non-Household retail customers, fostering a culture of continuous improvement
- Created strategic work rotas to ensure task allocation met operational demands and SLA targets
- Highlights: Rapidly promoted to Team Leader within just 4 months, consistently achieving top-tier performance
- Played a pivotal role in launching the Thames Water Non-Household Market, developing both the Service Desk team and systems from the ground up
- Trained and empowered over 30 in-house and offshore partner agents, driving SLA scores to exceed 90%, showcasing a strong ability to manage people and deliver results.
DB Senior Pensions Administrator
CAPITA EMPLOYEE BENEFITS
Surbiton, Kingston upon Thames
01.2014 - 08.2016
- Expertly managed retirement plans, performing compliance testing, asset reconciliation, and preparing detailed financial statements to ensure full regulatory compliance
- Accurately calculated contributions across multiple schedules while maintaining data in recordkeeping systems for seamless participant access and reporting.
Customer Service Administrator
FORESTER LIFE LTD
Bromley, Kent
01.2013 - 01.2014
- Delivered prompt, professional responses to customer inquiries across multiple channels, ensuring a seamless and positive experience
- Proactively resolved technical issues and complex customer complaints, collaborating with cross-functional teams to drive swift resolutions and enhance satisfaction
- Granted departmental authorization to sign off payments up to £50,000, efficiently managing client accounts and processing payments with high standards of accuracy and security.
Education
BA (Hons) Accountancy & Finance -
University of Brighton
Brighton, Brighton and HoveA-Levels -
Carshalton College
Carshalton, SuttonGCSEs -
Woodland Boys Secondary School
CoventrySkills
- Leadership & Team Development: Skilled in motivating teams and fostering a culture of high performance and continuous improvement
- Process Optimization & Strategic Planning: Expertise in analysing and enhancing processes, coupled with the ability to develop and implement strategic initiatives that drive results
- Performance Analysis & Reporting: Proficient in delivering clear analyses and impactful presentations that inform decision-making and enhance operational efficiency
- Customer Service & Administration: Committed to providing exceptional service while efficiently managing administrative tasks and database systems
- Adaptability & Problem Solving: Demonstrated ability to multitask and adapt to changing environments, leveraging strong problem-solving skills to overcome challenges effectively
Timeline
End of Contract Accounts Executive
SELECT CAR LEASING
10.2023 - 09.2024
Team Leader
THAMES WATER UTILITIES LTD - WHOLESALE MARKET SERVICES
08.2016 - 06.2023
DB Senior Pensions Administrator
CAPITA EMPLOYEE BENEFITS
01.2014 - 08.2016
Customer Service Administrator
FORESTER LIFE LTD
01.2013 - 01.2014
BA (Hons) Accountancy & Finance -
University of Brighton
A-Levels -
Carshalton College
GCSEs -
Woodland Boys Secondary School
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