ADESHOLA MRDALJ
Castle Donington
Summary
Customer service professional with over 23 years of experience delivering exceptional customer care across various high-pressure environments. Recognised for strong communication and interpersonal skills and a confident ability in building lasting relationships with customers. Committed to achieving customer satisfaction and enhancing guest experiences through effective decision-making and problem solving skills.
Work history
CUSTOMER SERVICE AMBASSADOR
Manchester Airports Group
Castle Donington
11 2022 - 2026.09
- Provides warm, positive customer care from arrival to departure, encouraging return visits
- Confidently manages large volumes of passengers, where in busy airport periods, passenger terminal volumes can reach over 1500+
- Leads implementation of organising heavy queues efficiently
- Supports UK Border Force, helping passengers with electronic passport gates
- Continually monitors for excellent standards of terminal appearance and cleanliness
- Participated in team meetings sharing best practices for improving service delivery
- Assisted customers in making informed decisions by providing detailed product information
- Developed strong relationships with customers fostering brand loyalty and repeat business
- Maintained up-to-date knowledge, resulting in effective product promotion
- Mitigated conflicts by providing timely and effective solutions to disputes raised by customers
- Maintained customer happiness with forward-thinking strategies focused on addressing needs and resolving concerns
- Adhered strictly to policies and procedures for continued company compliance
- Managed high-volume customer queries simultaneously through effective multitasking
CAREER BREAK – PARENTAL LEAVE
Parental Leave
Castle Donington
08 2021 - 11 2022
- New family time was 100% priority
- Created more precious bonding time with son
- Allowed space to focus and devote time on becoming parents/new mum role
SENIOR CUSTOMER SERVICE ADVISOR/SENIOR TRAIN CONDUCTOR
East Midlands Railway
Derby
05 2010 - 08 2021
- Awarded East Midlands Railway Customer Service Award in 2012 as Highly Commended Senior Conductor
- Liaised closely with customers from many different global destinations, colleagues, other operating companies and very often high profiled people
- Responsible for dealing with customer queries, ensuring customer's happiness, needs and requirements are met with efficiency and professionalism
- Provided managerial levels of leading, guidance and advisory support to customers
- Ensured East Midlands Railway brand values were adhered to and kept to high standards
- Responsible for providing travel arrangements and location information
- Telephone management, ensuring all call information, both to be briefed and information to be recorded and logged was done with accuracy and precision
- Liaised and engaged in conversation with large groups of people
- Proactively handled organising and prioritising busy work schedules and tasks
- Responsible for overseeing workplace safety by ensuring health and safety policies and legalities are adhered to
CUSTOMER HOST
Midland Mainline/East Midlands Trains
Derby
12 2002 - 05 2010
- Promoted from Customer Host to Senior Train Conductor in 2008
- Numerous letters of praise and outstanding feedback from customers, as well as East Midlands Railway Managers and Directors and praise from external companies too
- Provided first class customer service that reflected brand values
- Responsible for organising, team leading and motivating colleagues in fast paced customer focused environments
- Mentored, trained and developed colleagues
- Responsible for stock take procedures, stock levels, daily invoices, processing and accounting sales and visual merchandising
- Maintained and developed customer relationships, providing personalised first-class service to each and every customer
Education
GCSEs - English and Mathematics
10 GCSEs including English and Mathematics
City & Guilds Diploma - Providing Business Services
Skills
- Customer service expert
- Exceptional communication
- Relationship building
- Public speaking
- Decision making
- Complaint resolution
- Time management
- Knowledge in health, safety and security
- Resilience to stressful situations
- Empathy understanding
REFERENCES
Available on request
Timeline
CUSTOMER SERVICE AMBASSADOR - Manchester Airports Group
11 2022 - 2026.09
CAREER BREAK – PARENTAL LEAVE - Parental Leave
08 2021 - 11 2022
SENIOR CUSTOMER SERVICE ADVISOR/SENIOR TRAIN CONDUCTOR - East Midlands Railway
05 2010 - 08 2021
CUSTOMER HOST - Midland Mainline/East Midlands Trains
12 2002 - 05 2010
Noel Baker Community School - GCSEs, English and Mathematics
Noel Baker Community School - City & Guilds Diploma, Providing Business Services