Open to opportunities

Kafayat Ibraheem

@kafayatibraheem

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Dynamic customer experience professional with 7+ years of expertise.

United Kingdom

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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

Current

Customer Experience Advisor

Current

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.

CRM Customer Engagement Troubleshooting Billing Contracts Technical Support Multitasking

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.

Customer Service Problem Solving Team Collaboration Customer Retention Empathy

Customer Service Advisor

Webhelp UK BT/EE

Nov 2022 - Jan 2023 (2 months)

Delivered exceptional customer service by responding to inbound calls and accurately recording information. Supported customers professionally and friendly, solving queries while maintaining composure and logging all interactions on the central BT system.

OpenReach Systems Customer Service Inbound Live Chat Email Communication Data Protection Confidentiality

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.

Inbound CRM Data Protection Confidentiality Customer Service

Director of Sales & Marketing

Kikishines Ltd UK

Oct 2016 - Oct 2021 (5 years)

Directed sales and marketing strategies for the company. Oversaw various aspects of the business to drive growth and achieve targets.

Sales Marketing Strategy Development Business Growth Leadership

Customer Service Assistant

Masroor Nigeria Enterprise

Aug 2015 - Oct 2016 (1 year 2 months)

Assisted customers with their inquiries and provided support. Contributed to maintaining positive customer relations and ensuring smooth operations.

Customer Service Customer Support Problem Solving Communication

Education

Degrees, certifications, and relevant coursework

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

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.