Michael Kumorji-kenny
@michaelkumorji-kenny
Customer Support Specialist with 7+ years resolving complex enquiries and delivering high-quality experiences.
United KingdomWhat I'm looking for
I’m a Customer Support Specialist with 7+ years’ experience providing telephone, email, and live-chat support in fast-paced, high-volume environments. I’m known as a strong first point of contact, resolving complex enquiries with professionalism, accuracy, and care for confidential information.
In my current remote role, I manage 100–150 daily enquiries through email, live chat, and Zendesk ticketing systems. I investigate cases using account information and supporting evidence, maintain data accuracy and confidentiality, and escalate issues when needed—while supporting internal teams to improve workflow and service standards.
Previously, as a Customer Service Advisor for TFL, I handled 80+ inbound calls daily and responded to email enquiries while meeting strict GDPR and data protection compliance requirements. I also bring administrative coordination experience as a Recruitment Administrator, plus retail sales and customer service experience in high-pressure teams.
Experience
Work history, roles, and key accomplishments
Customer Support Advisor
Social Bear
Sep 2022 - Jan 2026 (3 years 4 months)
Served as first point of contact, handling 100–150 daily enquiries via email, live chat, and Zendesk tickets while providing clear, accurate resolutions. Reviewed account information and evidence to resolve cases, maintained data accuracy and confidentiality, and supported continuous improvements to service standards.
Customer Service Advisor
Novacroft TFL
Jan 2018 - Sep 2022 (4 years 8 months)
Managed 80+ daily inbound calls and customer enquiries, resolving issues and responding to emails while meeting service deadlines. Handled complaints by investigating and escalating complex cases, and maintained GDPR-compliant confidentiality while updating sensitive customer records and producing KPI reports.
Recruitment Administrator
Home Fundraising
Jan 2016 - Apr 2018 (2 years 3 months)
Provided daily administrative and customer-facing support, handling 50+ enquiries per day and coordinating interviews, onboarding, and training for new recruits. Maintained accurate records and supported smooth candidate and internal communications to improve workflow efficiency.
Education
Degrees, certifications, and relevant coursework
London South Bank University
Master of Science (MSc), Psychology
2020 - 2021
Grade: First
Completed an MSc in Psychology with a First-class result from London South Bank University (2020–2021).
Middlesex University
Bachelor of Arts, Arts
2015 - 2019
Grade: 2:1
Completed a BA in Arts with a 2:1 (upper second-class) result at Middlesex University (2015–2019).
City of Westminster College
Level 3 Extended Diploma, Creative Media Production
2013 - 2015
Grade: Distinction
Completed a Level 3 Extended Diploma in Creative Media Production with a Distinction at City of Westminster College (2013–2015).
Edmonton County Secondary School
General Certificate of Secondary Education, GCSEs
2008 - 2013
Grade: Maths & English: Grade B; 7 GCSEs A–C
Completed GCSEs at Edmonton County Secondary School (2008–2013), including Maths and English (Grade B) and 7 GCSEs A–C.
Availability
Location
United KingdomAuthorized to work in
Job categories
Skills
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