KI
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Kafayat Ibraheem

@kafayatibraheem

Dynamic customer experience professional with 7+ years of expertise.

United Kingdom
Message

What I'm looking for

I am looking for a leadership role that fosters collaboration, encourages growth, and optimizes customer support operations.

I am a dynamic and results-driven Customer Experience Professional with over 7 years of experience in high-pressure environments across various sectors, including energy, telecommunications, healthcare, and e-commerce. My proven track record showcases my ability to lead by example, mentor peers, and improve service delivery, consistently driving high customer satisfaction scores.

Throughout my career, I have adeptly managed multichannel support operations, including phone, email, and live chat, while effectively handling escalations and collaborating cross-functionally to implement customer-first solutions. Currently, I am seeking a leadership role where I can build, inspire, and guide high-performing customer support teams while optimizing operational efficiency.

Experience

Work history, roles, and key accomplishments

CP
Current

Customer Experience Advisor

Capita Scottish Power

Jun 2023 - Present (2 years 1 month)

Supported operational leadership by guiding team members on CRM navigation and customer engagement strategies. Acted as the go-to person for CRM troubleshooting and high-complexity customer queries, ensuring all customer issues were resolved professionally.

FR

Customer Experience Advisor

Firstsource Solutions LTD Sky ROI

Jan 2023 - Jun 2023 (5 months)

Delivered outstanding service by taking ownership of customer problems and providing immediate solutions. Fostered a positive team culture by encouraging collaboration and peer support, while also handling sensitive complaints and retaining customers through empathy.

AE

Customer Service Advisor

Adecco/Serco NHS (119) England

Sep 2022 - Nov 2022 (2 months)

Responded to inbound calls and accurately recorded important information on the CRM form. Managed booking and cancelling vaccination appointments, while maintaining confidentiality and adhering to the Data Protection Act.

Education

Degrees, certifications, and relevant coursework

University of Ilorin logoUI

University of Ilorin

Bachelor of Zoology, Zoology

Completed a Bachelor of Zoology degree, gaining foundational knowledge in biological sciences. Studied various aspects of animal life, including physiology, ecology, and behavior.

University of Suffolk logoUS

University of Suffolk

MSc. Public Health, Public Health

Pursued a Master of Science in Public Health, focusing on advanced topics in public health. Developed expertise in health promotion, disease prevention, and public health policy.

Tech stack

Software and tools used professionally

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Kafayat Ibraheem - Customer Experience Advisor - Capita Scottish Power | Himalayas