Toheeb Quadri
Gateshead,Tyne And Wear
Summary
Accomplished professional with extensive expertise in billing systems, ticketing systems, and e-commerce platforms. Demonstrates exceptional time-management skills and excels in feedback collection and analysis to enhance customer satisfaction. Proficient in resolving escalation issues and utilising customer relationship management software to build strong client relationships. Adept at interpreting performance metrics, providing technical support, and multitasking effectively. Skilled in Salesforce, invoice processing, team leadership, and conflict resolution. Committed to leveraging these competencies to drive organisational success and foster positive customer experiences.
Experienced in enhancing customer satisfaction with focus on delivering seamless service. Consistently improve customer retention through strong problem-solving skills and proactive communication. Excel in creating positive interactions and resolving issues promptly.
Overview
4
4
years of professional experience
Work history
Customer Experience Agent
Echo U
Newcastle Upon Tyne, Newcastle upon Tyne
04.2025 - Current
- Assisted 50+ customers daily with retail services including alterations,
- Special orders, and item loans, improving customer satisfaction and repeat business.
- Increased monthly sales revenue by 20% through effective promotion of products, services, and seasonal offers.
- Boosted add-on sales by 30% by successfully upselling accessories and newly launched products to customers.
- Resolved 95% of inbound customer queries on first contact by using active listening and strong product knowledge.
- Handled customer complaints efficiently by logging issues, coordinating investigations, and providing replacement items, helping maintain high customer retention rates.
- Processed 40+ inbound customer calls per day, advising customers on suitable service and product upgrades to maximise sales opportunities.
Complex Case Handler
Foundever
Newcastle
11.2023 - 03.2025
- Conducted in-depth case investigations, improving query resolution outcomes by 100% and reducing response turnaround times.
- Applied strong legal and regulatory knowledge to deliver 98% accurate case decisions and ensure compliance standards were met consistently.
- Managed and prioritised a high-volume workload, achieving 100% on-time completion of deadlines and targets.
- Produced clear, professional written communications for customers, stakeholders, and senior management, improving understanding and case transparency.
- Enhanced customer satisfaction by resolving complaints promptly, contributing to improved client retention and service feedback.
- Collaborated with cross-functional departments to streamline operations and improve efficiency across case management processes.
- Delivered exceptional customer service, consistently maintaining positive client relationships and high satisfaction levels.
- Communicated effectively with customers, colleagues, and external parties to achieve successful and timely case resolutions.
- Resolved complex cases through detailed research and analytical problem-solving, contributing to a 98% increase in sales and business performance.
Customer Service Representative
Wales Electronics
01.2022 - 11.2023
- Contributed towards achieving store targets whilst ensuring adherence to service standards.
- Assisted customers in making informed decisions by providing detailed product information.
- Provided top-notch support for increased customer satisfaction.
- Mitigated conflicts by providing timely and effective solutions to disputes raised by customers.
- Handled returns and exchanges efficiently maintaining high levels of customer satisfaction.
- Trained new hires for improved productivity which help to increase efficiency on the job floor.
Education
Bachelor of Science -
University Of Ilorin
Skills
- Billing systems command
- Time-Management capability
- Customer relationship management software
- Performance metrics interpretation
- Technical support provision
- Multitasking
- Customer relationship building
- Clear communication
- Invoice processing
- Team Leadership
- Conflict Resolution
Languages
English
Fluent
Timeline
Customer Experience Agent
Echo U
04.2025 - Current
Complex Case Handler
Foundever
11.2023 - 03.2025
Customer Service Representative
Wales Electronics
01.2022 - 11.2023
Bachelor of Science -
University Of Ilorin