Tolulope Akinyemi
Hitchin,Hertfordshire
Summary
Dedicated professional with expertise in call handling, complaint resolution, and customer service. Proficient in time 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.
Customer Service Assistant
Berry Recruitment - GTR Railway services
London Kings Cross
11.2023 - Current
- Ensuring the 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 the shop looking organized and presentable
- Established and nurtured effective relationships with customers, colleagues, and shop management
- Assisted customers with a wide selection of products and services
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
Diploma of Higher Education - Health Promotion & Community Health Work
St Ignatius College
South AfricaBachelor of Science - Economics
University of Ibadan
NigeriaDiploma of Higher Education - Banking and Finance
The Federal Polytechnic Offa
GCSEs - Commercial
Ikolaba Grammar School
Skills
- Call handling
- Complaint resolution
- Customer service
- Time management
- Multitasking
- Data entry
- Knowledge of Customer relationship management software
- Microsoft Office Suite
Languages
English
Proficient (C2)
Certification
- Certificate of Participation IT Auditing and GRC Bootcamp 2025
- 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 - 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
Diploma of Higher Education - Health Promotion & Community Health Work
St Ignatius College
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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