Victoria Mkpidut
Manchester,Lancashire
Summary
Results-driven Area Manager with aptness for boosting team performance and streamlining operations. Spearheaded initiatives that improved customer satisfaction and increased regional sales. Known for fostering productive work environments and driving continuous improvement. Organizational skills and communication abilities leads high-performing cross-functional teams. Leads projects, company operations and business growth. Hardworking Customer Service Representative with 10 years of experience, bringing top-notch skills in oral and written communication, active listening, and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviours, understanding customer desires, and providing customized solutions to build loyalty.
Trained in project and risk management with extensive knowledge of project communication plans and proven multitasking abilities. Committed to maintaining professional relationships with customers to increase profitability and drive business results. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
10
10
years of professional experience
4
4
years of post-secondary education
Work history
Instructor Internship
Bill Plant
Manchester, Lancashire
06.2025 - Current
- Maintained up-to-date subject knowledge, ensured delivery of accurate information.
- Engaged over 20 students with hands-on activities, resulting in a20% increase in interest in subject matter.
- Ensured that all safety guidelines were followed during practical sessions, reducing therisk of accidents.
- Collaborated with colleagues to share best practices and professional development opportunities.
- Adapted teaching style according to theneeds of each student, thus personalising learning experience.
- Developed comprehensive teaching plans and improved student understanding.
- Assessed individual pupil progress and adjusted lessons accordingly for better improvement.
Area manager
Amazon
Doncaster, Doncaster
08.2023 - 06.2025
- Conducted training sessions to educate employees on best practices and procedures, increasing team performance.
- Planned and managed resources and budget to support and deliver objectives, managing ageing and IOL inventory to target zero.
- Applied expertise in team leadership to address productivity and performance issues, motivating staff to achieve KPIs.
- Addressed customer issues with compassion and professionalism, ensuring swift, successful resolution.
- Approached new tasks and projects with enthusiasm and passion, increasing employee motivation and morale.
- Conducted audits and risk assessments to achieve regulatory compliance in Mezzanine Slam area for Lone working
- Resolved conflicts promptly to promote positive environments for customers.
- Transformed under-performing teams into productive, profitable teams, increasing performance by 80%.
- Oversaw 38 direct reports to achieve efficiency targets.
- Owning and leading on ER case management,
Customer Resolution Agent
British Gas
Stockport
09.2022 - 08.2023
- Gave first-line support to over 60 customer calls per day within agreed Service Line Agreement (SLA).
- Diagnosed and solved issues for customers against SLAs, maintaining high satisfaction rate.
- Developed knowledge-sharing methodologies, diagnostic tools and creative processes to improve end-user experience.
- Researched and investigated client complaints to make recommendations and action plans, with over 90% solver rate.
- Communicated technical concepts to customers clearly by phone, email and online chat.
- Reported incidents, risks and hazards by following set procedures.
- Reduced escalation workload and maintained timely feedback to management.
- Managed and analysing customer data, tracking, assisting, and syncing customer activities, using Salesforce and SAP systems.
- Supported out-of-hours service by working unsociable hours on-call.
- Provided remote support for product functionality, maintenance and troubleshooting.
- Participated in weekly department meetings to provide input on new and technical processes.
- Created assessment reports of customer complaint and resolutions using operational data and excel.
Customer Service Advisor
NCP
Manchester
01.2018 - 09.2022
- Conferred with customers about concerns with products or services to resolve problems and drive sales
- Promoted strong customer satisfaction by diagnosing and troubleshooting product issues without need for escalated support
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service
- Responded to customer needs through competent customer service and prompt problem-solving
- Entered customer interaction details in customer relations management to track requests, document problems and record solutions offered
- Involved in process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Described and explained details about products and services options to inform customers and guide purchasing decisions.
- Helped average of 100 customers every day by approaching conversations with positive attitude and focus on customer satisfaction.
- Maintained minimal minute call time by using strong listening, consultative and problem-solving abilities and using scripted sequences to address all concerns.
PMO Project Coordinator
Almond Media
MANCHESTER
09.2015 - 09.2016
- Gathered requirements for ongoing projects and organized details for management use.
- Collaborated with project owners and team members to set ambitious but achievable goals.
- Maintained project schedules by managing timelines and making proactive adjustments.
- Tracked all hours and expenses to keep project on task and within 95% budgetary parameters
- Develop strategies & plans to effectively manage all stakeholders and all expectations.
- Produce project communication plan
- Define and/or review project deliverables, their technical and quality strategy, together with benefits and their realization plan.
- Monitor, manage and mitigate risk management plans.
Education
Master of Science - Project Management
University Of Salford
Manchester, United Kingdom 03.2018 - 01.2021
High School Diploma - Access to Engineering
Manchester College
Manchester, United Kingdom 09.2015 - 08.2016
Skills
- Complaint resolution Quality assurance Customer Relations
- Service standard compliance CRM
- Good listening skills Customer Service Support
- Dispute resolution
- Excel proficiency
- Omnichannel optimisation
- Salesforce
- CRM implementation
- Training programmes
- Employee management
- Mentoring and coaching
- Operations coordination
- Talent review
- Key Performance Indicator monitoring
- Business development and planning
Timeline
Instructor Internship
Bill Plant
06.2025 - Current
Area manager
Amazon
08.2023 - 06.2025
Customer Resolution Agent
British Gas
09.2022 - 08.2023
Master of Science - Project Management
University Of Salford
03.2018 - 01.2021
Customer Service Advisor
NCP
01.2018 - 09.2022
High School Diploma - Access to Engineering
Manchester College
09.2015 - 08.2016
PMO Project Coordinator
Almond Media
09.2015 - 09.2016
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