Sophia Alao
London,City of London
Summary
Dedicated customer support professional with a strong focus on delivering tailored responses and maintaining efficiency. Demonstrates exceptional communication and de-escalation skills, adept at handling challenging conversations with composure. Committed to process improvement through innovative thinking and automation, enhancing operational efficiency. Proficient in tools such as Zendesk, Slack, Notion, Microsoft Office Suite, Outlook, and Zoom for effective ticket management and team collaboration. Equipped for remote work with a reliable setup and strong interpersonal skills that foster teamwork and client empathy. Career goal: to leverage expertise in customer support to drive process improvements and enhance customer satisfaction.
Friendly and motivated professional with strong communication and problem-solving skills, and proven ability to manage customer interactions with empathy and efficiency. Possesses excellent adaptability and quick learning abilities, making seamless transition into customer support. Aims to enhance customer satisfaction and drive positive outcomes for organisation.
Overview
3
3
Languages
1
1
Certification
2
2
years of post-secondary education
4
4
years of professional experience
Work history
Customer support specialist
Lycamobile Uk
London
2025.10 - 2026.05
- Improved customer retention through proactive communication strategies.
- Managed email correspondences efficiently, enhancing response time significantly.
- Trained new team members, ensuring high-quality customer support.
- Boosted customer satisfaction by resolving complex queries swiftly.
- Participated in weekly team meetings, driving continuous improvement initiatives.
- Maintained updated knowledge of product offerings to provide accurate information to customers.
- Developed personalised solutions to ensure customer satisfaction at all times.
- Processed inbound customer calls, providing information on service or product upgrades
- Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
Office administrator
Xenon language school
Gdynia
2023.03 - 2025.07
- Completed data entry tasks accurately, ensuring error-free records were maintained.
- Handled correspondence, providing timely responses to all enquiries.
- Resolved customer queries promptly for improved client satisfaction.
- Assisted in staff recruitment, contributing to building a strong team.
- Managed daily scheduling to facilitate organised operations.
- Maintained office supplies, reducing downtime due to lack of resources.
- Ensured smooth functioning of the office with regular equipment checks.
- Fostered a positive work environment with clear communication skills.
- Coordinated meetings and appointments, ensuring effective time management.
- Handled sensitive information discreetly, adhering strictly to confidentiality protocols at all times.
- Answered high-volume daily telephone and email enquiries, minimising correspondence backlogs.
- Processed invoices and financial data with strong eye for detail.
- Greeted and directed incoming visitors and clients to reduce wait times and increase satisfaction.
Remote Customer Support Specialist
D&M Investment Kft.
Lorev, Hungary
2022.01 - 2023.02
- - Delivered high-quality customer support across multiple channels, maintaining swift response times to address customer questions and needs.
- - Successfully resolved high ticket volumes weekly, ensuring accuracy and individualized attention in each response, maintaining a 96% positive feedback rate.
- - Communicated critical issues and recurring problems to relevant teams, fostering collaboration to solve customer pain points.
- - Organized monthly team meetings and huddles using Outlook and Zoom to improve team performance.
- - Educated clients on housing services and resolved inquiries regarding rental information and promotions.
- - Maintained a 1-hour SLA response time with 100% success rate.
- - Participated proactively in team meetings and training sessions, contributing ideas and suggestions to improve team dynamics and support quality.
Education
Bachelor of Science - International Business
University of Economy (WSG)
BYD, Poland 2022.01 - 2024.01
Skills
- - Customer Support: Skilled in delivering tailored responses to address individual customer needs while maintaining efficiency
- - Communication & De-escalation: Exceptional ability to handle difficult conversations calmly and professionally
- - Interpersonal Skills: Easygoing personality, friendly, and enjoys connecting with others Skilled in interpersonal communication, teamwork, and time management
- Adaptabilty
- Patience and composure
- Interactive listening
- Client empathy
- Knowledge of zendesk
- Time-Management capability
- Active listening
- Complaint handling
Languages
- English: Native/Fluent
Beginner
Polish
Elementary
Spanish
Elementary
References
Available upon request.
Certification
Developing Quality Customer Service Skills
Timeline
Customer support specialist
Lycamobile Uk
2025.10 - 2026.05
Office administrator
Xenon language school
2023.03 - 2025.07
Remote Customer Support Specialist
D&M Investment Kft.
2022.01 - 2023.02
Bachelor of Science - International Business
University of Economy (WSG)
2022.01 - 2024.01