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Shema Bushayija

@shemabushayija

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Telesales Agent delivering KPI performance through persuasive communication and customer retention.

United Kingdom

Message

What I'm looking for

I’m looking for a fast-paced customer-facing role where I can exceed KPIs, resolve enquiries end-to-end, and use Excel/SQL/Python to improve processes—while driving customer satisfaction and retention.

I’m a Telesales Agent who leverages customer service expertise and persuasive communication to exceed KPIs in fast-paced environments. In my roles, I focus on understanding customer needs, resolving enquiries confidently, and improving retention through innovative, collaborative problem-solving.

At Virgin Media/O2, I call existing corporate customers to highlight service changes and updates, while handling large volumes of inquiries and complaint enquiries. I’ve been trained to work efficiently with tools like Zendesk and to maintain performance standards without compromising client satisfaction.

Previously, as a Customer Care Advisor at So Energy and a Customer Service Advisor at Sitel (SSE), I managed general enquiries including billing enquiries, meter fault enquiries, and smart metering support. I also bring strong administrative and customer-facing experience from roles like Online Assistant at Sainsbury’s and Retail Host at Thorpe Park (Merlin Entertainments), and I’m proficient in Microsoft Excel, PowerPoint, Word, Microsoft Teams, Python, and SQL.

Experience

Work history, roles, and key accomplishments

Telesales Agent

Virgin Media O2

Aug 2023 - Feb 2025 (1 year 6 months)

Contacted existing corporate customers to communicate service updates and handled complaints and miscellaneous enquiries while maintaining KPIs. Supported retention by managing high-volume customer and email inquiry workflows.

Telesales Customer Outreach Complaint Handling Customer Retention Microsoft Excel Python SQL Zendesk Freshdesk Microsoft Teams

Customer Care Advisor

So Energy

Nov 2021 - Jul 2023 (1 year 8 months)

Managed high-volume customer care calls, resolving billing enquiries and meter fault issues including smart metering support while maintaining KPIs. Persuaded customers to join available tariffs and supported smart meter installation sign-ups.

Customer Care Billing Support Meter Fault Handling Smart Metering KPIs Freshdesk Microsoft Teams Problem Solving

Customer Service Advisor

Sitel

Jun 2021 - Nov 2021 (5 months)

Supported SSE by handling general enquiry calls and resolving billing, meter fault, and smart metering requests using CS systems. Worked toward service objectives in a fast-paced environment while managing complaint and follow-up enquiries.

Customer Service SSE Billing Meter Fault Handling Smart Metering Complaint Resolution

Online Assistant

Sainsbury's

Sep 2019 - Jun 2021 (1 year 9 months)

Supported customers with online shopping queries to ensure satisfaction and resolve needs. Processed deliveries, replenished stock, and assisted store maintenance across different areas through cross-training.

Customer Support Order Delivery Assistance stock replenishment Cross Training Teamwork Time Management Communication Retail Operations Problem Solving

Retail Host

Merlin Entertainments

Oct 2017 - Jul 2018 (9 months)

Delivered retail and hospitality support for Thorpe Park during peak demand, working across multiple departments including rides and customer-facing operations. Used scheduling discipline and operational efficiency to maintain service standards.