Summary
Overview
Work history
Education
Skills
Languages
Certification
Timeline
Generic

Tolulope Akinyemi

Hitchin,Hertfordshire

Summary

Dedicated professional with expertise in call handling, complaint resolution, and customer service. Proficient in management and multitasking, ensuring efficient operations and high customer satisfaction. Skilled in data entry and adept at using customer relationship management software and the Microsoft Office Suite to streamline processes. Committed to enhancing customer experiences and seeking opportunities to further develop skills in a dynamic environment.

Overview

15
15
years of professional experience
1
1
Certification

Work history

Customer Service Advisor

Serco
Stevenage, Hertfordshire
06.2025 - Current
  • Handled high volume of calls daily for faster issue resolution.
  • Logged customer complaints accurately, expedited corrective actions effectively.
  • Responded to difficult situations calmly, gained trust of aggrieved customers.
  • Optimised resource allocation during peak hours, prevented long wait times for callers.
  • Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
  • Managed high-volume customer queries simultaneously through effective multitasking.
  • Transferred customer calls to respective department or personnel to address specific issues.
  • Escalated complex issues in line with internal best practices for swift resolution.

Student Recruitment Manager

Crystal Edu
Ibadan, Nigeria
09.2023 - Current
  • Optimized use of CRM system, enhanced communication flow with prospects.
  • Created promotional materials highlighting key aspects of university life.
  • Supported applicants throughout application process, eased transition into higher education.
  • Trained junior team members for more efficient student engagement.
  • Cooperatively arranged open day events for more than 100 students, contributing to increase in student registrations.
  • Advised on financial proofs required during visa applications for hassle-free process.
  • Alleviated anxieties around application process through empathetic communication.
  • Streamlined administrative processes making day-to-day operations more efficient.

Customer Service Assistant

Berry Recruitment - GTR Railway services
London Kings Cross
11.2023 - 06.2025
  • Ensuring safety of over 50 passengers by monitoring traffic on station platforms before dispatching
  • Assisted disabled passengers whilst boarding or exiting trains, promoting inclusivity.
  • Delivered high-quality customer service by promptly addressing queries and complaints.
  • Operated public address system during rush hours to manage crowds effectively.
  • Dealt with lost property inquiries, reuniting items with rightful owners.
  • Provided travel information to more than passengers for informed decision making.
  • Assisted in emergency situations, ensuring safety of all passengers.
  • Directed passengers towards respective platforms for easy navigation.
  • Facilitated train boarding and disembarking processes, ensuring timely schedule adherence.

Volunteer Shop Assistant

British Heart Foundation
Hitchin, Hertfordshire
07.2023 - 11.2023
  • Worked with staff to sort, hang and size donated clothing for sale
  • Completed cleaning tasks including dusting, sweeping, and waste disposal
  • Supported smooth flow of customer purchases by effectively managing till area
  • Conducted regular visual merchandising and shelf dressing, keeping shop looking organized and presentable
  • Established and nurtured effective relationships with customers, colleagues, and shop management
  • Assisted customers with wide selection of products and services
  • Supported store supervisor to ensure daily tasks completed on time.

Procurement Officer

University College Hospital
Ibadan, Nigeria
01.2021 - 12.2021
  • Maintained current understanding of pricing structures, market conditions, and trends in industry
  • Input, analyzed, and reported on data covering all aspects of procurement operations
  • Tracked purchase orders and followed up with vendors and carriers to support timely deliveries
  • Maintained up-to-date database of suppliers, vendors, and contracts to support accurate record-keeping

Healthcare Assistant

University College Hospital
Ibadan, Nigeria
05.2010 - 12.2020
  • Provided personalized care and support to over 20 vulnerable individuals, helping them retain maximum independence
  • Provided compassionate personal care for elderly patients, offering support with washing, dressing, and toileting
  • Promoted positive physical and emotional well-being through empathetic care and compassionate assistance
  • Thoroughly sterilized and sanitized clinical equipment and accessories
  • Maintained up-to-date knowledge of latest care practices by attending regular meetings and training opportunities

Education

Diploma in Hospitality Management - Hotel Operations

Alison
Online

Bachelor of Science - Economics

University of Ibadan

Diploma of Higher Education - Banking and Finance

The Federal Polytechnic Offa

GCSEs - Commercial

Ikolaba Grammar School

Skills

  • Call handling
  • Complaint resolution
  • Customer service
  • CRM management
  • Multitasking
  • Team training
  • Understanding of GDPR
  • Microsoft Office Suite
  • Customer relationship management
  • Process streamlining

Languages

English
Proficient (C2)

Certification

  • Certificate of Participation IT Auditing and GRC Bootcamp
  • Hotel Management, 2024
  • Care Certificate 11’’ Standard, 2022
  • Computer Proficiency, 2016

Timeline

Customer Service Advisor

Serco
06.2025 - Current

Customer Service Assistant

Berry Recruitment - GTR Railway services
11.2023 - 06.2025

Student Recruitment Manager

Crystal Edu
09.2023 - Current

Volunteer Shop Assistant

British Heart Foundation
07.2023 - 11.2023

Procurement Officer

University College Hospital
01.2021 - 12.2021

Healthcare Assistant

University College Hospital
05.2010 - 12.2020

Diploma in Hospitality Management - Hotel Operations

Alison

Bachelor of Science - Economics

University of Ibadan

Diploma of Higher Education - Banking and Finance

The Federal Polytechnic Offa

GCSEs - Commercial

Ikolaba Grammar School

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Tolulope Akinyemi