Open to opportunities

Maite Bikenge

@maitebikenge

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Enthusiastic customer support professional with project management expertise.

United Kingdom

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What I'm looking for

I am looking for a role that values collaboration, innovation, and customer-centric solutions.

I am an enthusiastic and empathetic customer support professional with a strong background in managing complex customer inquiries across various platforms. My experience includes building direct client relationships and ensuring a positive client experience through clear communication and tailored support. I am passionate about delivering thoughtful, timely, and human responses that reflect a company’s values and tone of voice.

Throughout my career, I have successfully managed sensitive civic data and supported real-time issue resolution during global high-risk events. My role as a Civic Data Manager at Meta involved triaging safety-related reports and collaborating with internal teams to ensure alignment with company standards. I have also led efforts to streamline internal workflows, improving the speed and accuracy of responses to user-facing issues.

My educational background in International Relations and Criminology complements my professional experience, allowing me to approach challenges with a strategic mindset. I am committed to continuous improvement and innovation, always seeking to enhance client satisfaction and deliver measurable business impact.

Experience

Work history, roles, and key accomplishments

Current

Senior Project Coordinator

Current

Fattah Assist

Jan 2019 - Present (6 years 5 months)

Built direct client relationships through clear communication and tailored support. Managed end-to-end service delivery across multiple stakeholders, ensuring a positive client experience. Developed and implemented process improvements that enhanced client satisfaction.

Client Management Stakeholder Engagement Process Improvement Communication Remote Collaboration

Civic Data Manager

Programme Coordinator

Greater London Authority

May 2022 - Jun 2022 (1 month)

Led the onboarding and management of delivery partners for various Skills and Employability Programmes. Developed funding applications and business cases, ensuring compliance with standards. Maintained strategic relationships with stakeholders for project success.

Project Management Stakeholder Engagement Compliance Documentation Relationship Building

Project Support Officer

NHS England and NHS Improvement

Aug 2021 - May 2022 (9 months)

Identified and defined project requirements, scope, and objectives. Conducted monthly reporting, including status reports and risk logs. Supported meetings and distributed correspondence and agenda materials.

Project Management Reporting Risk Management Documentation

Project Coordinator

European Education and Learning Institute

Jun 2021 - Jul 2021 (1 month)

Implemented and developed programmes in adult education and youth projects. Built and maintained partnerships to implement policies. Managed project risks and tracked internal processes using project management tools.

Project Management Partnership Building Risk Management

Data and Relationship Management Assistant

Tony Blair Institute for Global Change

May 2019 - May 2021 (2 years)

Managed and maintained stakeholder database ensuring accuracy. Developed relationships with high-profile figures and provided support and training to staff. Translated various texts from French to English.

Database Management Stakeholder Engagement Translation Training Development Relationship Management

Customer Data Analyst

Transport for London

Apr 2018 - May 2019 (1 year 1 month)

Responded to customer inquiries related to travel disruptions and processed refunds. Conducted analysis on travel behavior and complaints data to identify trends and improve services.

Customer Support Data Analysis

Education

Degrees, certifications, and relevant coursework

Aston University

Master of Arts, International Relations

2017 - 2018

Grade: Merit

Studied International Relations and Global Governance, focusing on the dynamics of global politics, international organizations, and governance structures. Achieved a Merit in the program.

Birmingham City University

Bachelor of Arts, Criminology

2014 - 2017

Grade: First Class Award

Completed a Bachelor of Arts with Honours in Criminology, exploring the complexities of crime, criminal behavior, and the justice system. Graduated with First Class Award.