Open to opportunities

Adesua Oikeh

@adesuaoikeh

Message

Dedicated customer service advisor with expertise in complaint resolution.

United Kingdom

Message

What I'm looking for

I am seeking a role that values customer satisfaction and offers growth opportunities.

I am a dedicated and results-driven Customer Support Specialist with over three years of hands-on experience in fast-paced environments, including telecoms, hospitality, and retail. My expertise lies in handling high call volumes, resolving complaints, and maintaining excellent customer satisfaction scores. I am UK-based and available for immediate hire, ready to bring my skills to a new team.

In my current role at McDonald's, I deliver exceptional customer service by promptly addressing guest inquiries and resolving complaints with empathy and professionalism. My previous experience at Airtel Nigeria allowed me to manage over 60 calls daily, achieving a 90% first contact resolution rate. I take pride in my ability to upsell and cross-sell services, contributing to significant revenue growth while ensuring customer satisfaction.

Experience

Work history, roles, and key accomplishments

Current

Customer Care

Current

McDonald's

Nov 2023 - Present (1 year 6 months)

Delivered exceptional customer service by promptly addressing guest inquiries and resolving complaints with empathy and professionalism. Collaborated with team members to efficiently handle high-traffic service times while maintaining customer satisfaction.

Customer Service Complaint Handling Guest Service Team Collaboration Customer Satisfaction

Telesales and Customer Support

Airtel Nigeria

Nov 2021 - Present (3 years 6 months)

Managed an average of 60+ inbound and outbound calls daily, assisting customers with inquiries, complaints, and technical issues while maintaining a 90% first contact resolution rate. Successfully upsold and cross-sold Airtel bundles and data plans, contributing to a 15% boost in average revenue per user (ARPU).

Telesales Customer Support CRM Upselling Email Support Conflict Resolution

Engineering Intern

British American Tobacco Nigeria

Apr 2019 - Present (6 years 1 month)

Assisted Engineers in optimizing production processes, leading to cost reductions and improved efficiency. Collaborated with the Quality Assurance team to ensure all products met regulatory and customer standards, and prepared technical reports for process improvements.

Process Optimization Quality Assurance Tech Reporting Research Data Analysis

Education

Degrees, certifications, and relevant coursework

University of Lincoln

MSc. Project Management, Project Management

Pursued a Master of Science degree focusing on project management principles and practices. Gained expertise in planning, executing, and closing projects effectively.

University of Ilorin

Bachelor of Engineering, Chemical Engineering

Completed a Bachelor of Engineering degree with a specialization in Chemical Engineering. Acquired foundational knowledge in chemical processes, design, and operations.