Stephen Adeniya
Manchester
Summary
Customer-focused and adaptable professional with experience as both a Breakdown Advisor and Insurance Advisor, providing high-quality support in fast-paced, customer-facing environments. Skilled in handling emergency roadside assistance calls with calm efficiency, as well as advising clients on a range of insurance products including motor, home, health, and life cover. Confident in assessing customer needs, delivering clear and accurate information, and offering suitable solutions tailored to individual circumstances.
Strong background in managing high-volume inbound calls, maintaining professionalism under pressure, and working to strict procedures and compliance standards. Experienced in building positive customer relationships, resolving queries effectively, and supporting clients through both service requests and insurance processes from quotation to claims guidance. Highly organised, detail-oriented, and committed to delivering excellent customer service while meeting performance and quality targets.
Overview
7
7
years of professional experience
Work History
Breakdown Advisor
RAC
09.2024 - 03.2026
- Prioritised urgent incidents to ensure customer safety, achieving high levels of satisfaction in a fast-paced, high-pressure environment.
- Coordinated roadside assistance and recovery services, logging case details accurately to enhance response efficiency.
- Assessed inbound calls from customers experiencing vehicle breakdowns, providing clear guidance to resolve situations effectively.
Call Centre Advisor
Aviva
03.2021 - 12.2022
- Operated in a busy call centre as part of a 15-member claims team, assisting customers with car insurance issues.
- Managed a portfolio of 50+ insurance claims, assessing liability and validating cases in line with regulations. Communicated effectively with customers, third parties, and solicitors to resolve claims efficiently, while improving processing times by 15% and maintaining high customer satisfaction through clear, empathetic service.
- Provided a friendly, supportive and empathetic approach when dealing with complex customer cases.
- Handled difficult customer interactions with patience and professionalism, resolving complaints and promoting positive experiences.
- Maintained excellent client satisfaction by proactively resolving queries within short timeframes.
Call Centre Advisor
Sitel
06.2019 - 05.2020
- Provided consulting and analytic solutions to enhance customer inquiries resolution.
- Handled high-volume calls, resolved customer queries and complaints, and delivered excellent service in fast-paced environments, utilising CRM systems and meeting KPIs while ensuring positive customer outcomes through empathetic communication.
- Provided a friendly, supportive and empathetic approach when dealing with complex customer cases.
- Handled difficult customer interactions with patience and professionalism, resolving complaints and promoting positive experiences.
- Maintained excellent client satisfaction by proactively resolving queries within short timeframes.
Education
Coursework - Business Management
Birmingham City university
A-levels - English and History
Loreto College
ManchesterGCSE - Maths, English and Science
Middleton technology school
ManchesterSkills
- Claims processing
- Incident management
- Technical support
- Database management
- Workload Management
- Assistance coordination
- Telephone etiquette
- Communication Skills
- Conflict resolution
- Stress management
- Empathy
- Patience
Roles And Responsibilities
- Attempting to resolve all enquiries on first contact with the caller
- Dealing with customer queries, requests and complaints
- Identifying and escalating priorities issues or customer complaints
- Assessed clients’ insurance needs through detailed fact-finding interviews, identifying suitable life, health, home, motor, and business insurance solutions.
- Assessed clients’ insurance needs through detailed fact-finding interviews, identifying suitable life, health, home, motor, and business insurance solutions.
Timeline
Breakdown Advisor
RAC
09.2024 - 03.2026
Call Centre Advisor
Aviva
03.2021 - 12.2022
Call Centre Advisor
Sitel
06.2019 - 05.2020
Coursework - Business Management
Birmingham City university
A-levels - English and History
Loreto College
GCSE - Maths, English and Science
Middleton technology school