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YF@yinkafaniku
Highly skilled customer support professional with over a decade of experience.
United KingdomI am a highly skilled customer support professional with over a decade of experience delivering exceptional service in fast-paced environments. My expertise lies in handling escalated queries, monitoring performance metrics, and ensuring compliance with industry regulations. I am passionate about providing high-quality support experiences, improving processes, and leveraging technology to enhance customer interactions.
In my current role as a Senior Customer Support Agent at Cuckoo Broadband, I have played a key role in supporting a growing telecoms start-up. I serve as the first point of contact for escalated queries, troubleshoot technical issues, and ensure customer satisfaction. My proactive approach to problem-solving and my ability to adapt have allowed me to assist vulnerable customers effectively while managing performance metrics and collaborating with cross-functional teams to improve customer experience.
Previously, I led customer support operations at Gousto, where I monitored KPIs, conducted quality assurance evaluations, and implemented process improvements based on data insights. My experience spans various roles, including customer service positions at William Hill and Islington Council, where I honed my skills in managing inquiries and resolving issues efficiently. I thrive in dynamic environments and am committed to continuous learning and professional growth.
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Work history, roles, and key accomplishments
Cuckoo Broadband
Apr 2021 - Present (4 years 7 months)
Played a key role in supporting a growing telecoms start-up by delivering exceptional customer service and assisting vulnerable customers with complex queries. Served as the first point of contact for escalated queries, troubleshooting technical issues, and ensuring customer satisfaction. Conducted quality assurance assessments to ensure GDPR and service compliance, while also managing performance
Gousto
Mar 2019 - Apr 2021 (2 years 1 month)
Oversaw customer support operations for a high-growth food-tech startup, ensuring excellent service delivery and handling inquiries via multiple channels. Monitored KPIs, conducted quality assurance evaluations, and provided feedback for continuous development. Collaborated with senior management to implement process improvements and led team meetings to enhance agent performance.
William Hill
May 2016 - Mar 2019 (2 years 10 months)
Delivered excellent customer service while managing transactions and account inquiries for a betting company. Promoted responsible gambling policies, ensuring compliance with self-exclusion regulations. Assisted in achieving performance targets and maintaining high shop standards.
Islington Council Area Housing
Feb 2014 - Mar 2016 (2 years 1 month)
Handled tenant inquiries, scheduled appointments, and resolved housing-related issues for a local council. Processed rent payments and maintained accurate records in the customer database. Managed complaints and escalations, ensuring timely resolutions.
Walt Disney World
Jul 2012 - Jan 2013 (6 months)
Provided exceptional guest service, managing high-volume customer interactions in a fast-paced environment. Handled escalated queries and implemented emergency procedures when required. Supported employee communication and team coordination efforts as a student team leader.
Degrees, certifications, and relevant coursework
UHBA (Hons), Business Administration & Marketing
Grade: 2:1
Studied Business Administration and Marketing, achieving a 2:1 classification. Gained comprehensive knowledge in business principles and marketing strategies.
URCertificate, Business & Hospitality Management
Completed a Certificate in Business & Hospitality Management. Focused on key aspects of business operations and hospitality services.
A-Levels, Sociology, Media Studies, Psychology
Grade: Sociology (A), Media Studies (A), Psychology (B)
Achieved A-Levels in Sociology (A), Media Studies (A), and Psychology (B). Developed strong analytical and critical thinking skills.
GCSEs, General Studies
Grade: 10 GCSEs (Grades A-C, including Maths (B), English (A), Science (A))
Obtained 10 GCSEs with grades A-C, including Maths (B), English (A), and Science (A). Built a strong foundational knowledge across various subjects.
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