Efe Akowe - Customer Support Manager, OpenTable

Feedback from Efe’s ex-colleagues

Let me see

Keep in touch with meI'm using Intch to connect with new people. Use this link to open chat with me via Intch app

Work Background

MarshmallowCustomer Operations Lead - Customer Happiness

Jan. 2022 - Jul. 2023

ElderCustomer Experience Manager

Mar. 2019 - Jan. 2022London, United Kingdom

elder HQCustomer Experience Team Lead

Jan. 2018 - Mar. 2019London, United Kingdom

YOOX NET-A-PORTER GROUPCustomer Care Floor Manager

Dec. 2015 - Jan. 2018London, United KingdomI act as a brand ambassador for THE YOOX NET-A-PORTER GROUP ensuring an outstanding service and shopping experience are provided for our customers by directing all of the Customer Care resources to maximise efficiency – this will cover all forms of communication (current contact channels include; telephone, email, live chat and social media. I take a proactive approach, anticipating and preventing any barriers to a totally seamless customer experience, by going above and beyond. I am also involved in mentoring and supporting customer care consultants, including encouraging them to take ownership, exceed targets, promote cross channel sales and increase productivity. I work closely with the Lead and Senior Consultants to develop a one team approach. Provide the Leads and Seniors with reports that identify where they can improve performance from their teams that may cover productivity and customer response times through all channels. I help motivate teams to achieve personal sales and workload. I am responsible for reviewing teams on a regular basis; providing feedback, identifying areas of development and improvement and setting targets that grow efficiency and response times. Furthermore I work alongside peers to ensure necessary cover is allocated to tasks to ensure business SLAs are always achieved. I work with Leads and Senior Consultants to identify where sales or productivity targets have not been met and provide solutions to allocate tasks to achieve results.

THE NET-A-PORTER GROUPSenior Customer Care Consultant

Jan. 2015 - Nov. 2015London, United KingdomResponsible for covering all three revenue channels (NET-A-PORTER, MR PORTER and THE OUTNET), supporting Supervisors to organize the team’s operations and oversee the workload, as well as leading by example with sales and productivity. Organizes daily team tasks based on business priorities and Service Level Agreements. Maintains and monitors call and email inflow. To measure team performance to Service Level Agreements and evaluate customer contacts Maintain a high level of service awareness at all time by acting as a central point of contact for advisors and an ambassador for the team. The the first point of escalation for the team, and also the key point of liaison between internal departments on issues, highlighting problems and composing solutions. Confident first point of escalated complaint resolution, issuing refunds and compensation as appropriate. Encourages the team to take ownership to resolve customers' issues at first contact. Actively promotes extended services as a customer benefit through excellence and consistency of customer service. Leads by example in all areas including customer contacts, sales and workload and working in multichannel folders. Ensures the team accurately classifies all activities in the contact management system and assists the Supervisor with the weekly report. Addresses minor staff issues immediately,(e.g.: absence/ lateness/ inappropriate behavior), record and follow up to maintain team productivity

Nationwide Building SocietyPersonal Banking Manager

Jan. 2014 - Sep. 2014I am currently a Personal Banking Manager at Nationwide Building Society where I am responsible for building relationships with customers on a one-to-one basis. I also take time to find out their needs and provide a solution from our wide range of products and services. I provide face to face and telephone-based customer service. The aim of the role is to help customers build a secure and beneficial financial future.

Nationwide Building SocietyCustomer Representative

May. 2012 - Dec. 2013Bromley, United KingdomI was employed at Nationwide Building Society as a Customer Representative where my duties included welcoming customers into the branch, handling their day-to-day needs and identifying opportunities for sales and meeting sales targets whilst ensuring that customer service remains paramount. Since joining in May 2012, I progressed from just counter duties and welcoming customers to opening accounts, bankage and safe control training and other back room administrative duties .

Lloyds Banking GroupCustomer Service Representative

Nov. 2011 - May. 2012London, United KingdomI was employed at Cheltenham & Gloucester as a Customer Service Advisor where my duties include amongst others; having account reviews with valued customers to ensure that they are receiving the best service as well as meeting their individual savings requirements, offering excellent customer service in my dealings with customers and in the handling of their queries and lastly meeting sales targets and minimum standard requirements.

Gala Coral GroupAssistant Manager

Jun. 2007 - Dec. 2011My most recent role was as an Assistant Manager at Gala Coral where my duties included running of the branch, dealing with customer complaints and queries and ensuring clients and customers were well informed about about running promotions through merchandising and customer liaison. I love management and this has inspired me through my education which I have just concluded and hence, I have always aspired to reach management level and to develop organizational skills wherever I have been employed.

Sports Direct InternationalFloor Supervisor

May. 2006 - Jan. 2007In May 2006, I was employed at Sportsworld International where I eventually tasted my first managerial experience. My initial role was that of a Sales Assistant however I my excellent interaction and relations with customers saw me quickly appointed Head of Customer Service Relations (within 2 months) where I was put in-charge of dealing with customer complaints, authorized the return and exchange of bought items as well as authorized the issue of store credits. My role entailed working hand-in-hand with the Ladies and Kids Floor Manager in ensuring that the customer service level in the Department was kept at the very optimum whilst also ensuring increasing the shop floor revenue. I was also highly involved in the Merchandizing and running of the entire department on occasion. My role also required meeting and indeed beating individual as well Department targets which we did consecutively from June 2006 until the end of my time at the organization. My time at Sportsworld International gave me my first taste of Supervisory and Managerial roles whilst also improving my people skills and customer service level. I got the opportunity to work with the floor managers in the different departments as well as the Senior Manager in ensuring the smooth running of the store. Below are the results of individual and floor targets