1. Cliff Oratokhai – Curriculum Vitae
Position Required: [Customer Support Advisor]
Available Immediately
Living in London
Contact no: 07984011602
Key Skills:
● Excellent communication skills via face to face, telephone or email.
● Extensive customer service experience with professional telephone manner.
● Work well under pressure and thrive in an environment of targets and deadlines.
● Ability to provide profitable business results.
● Excellent interpersonal skills honed by the diversity of work experience.
● Customer focused and sales driven, committed to the customer’s needs.
● Can meet and exceed production goals and sales targets.
● Thrive in an incentive and commission based environment.
● Detail-oriented with excellent organisational skills.
● Extensive experience with Microsoft Office, including Word, Excel, and Outlook.
WORK EXPERIENCE
Monsoon Accessorize Head Office Notting Hill Village : Customer Service Advisor
 Dealing with customer telephone queries and complaints for Monsoon and
Accessorize branches and Websites
 Responding to customer’s written correspondence (letters, emails and Social
Media) in accordance with the Company’s SLAs (Service Level Agreements).
 Place customer orders, either online or locate through branches.
 Deal with queries from branches and advise how to respond to difficult
customer situations.
 Ensure all KPIs are achieved at all times.
 Process and record incoming and outgoing mail, in both letter and email
format.
 Be able to answer day to day questions from other Head Office employees
surrounding Monsoon Accessorize’s customer service.
 Support with the day to day administration for the department, including data
entry, where necessary.
 Maintain a positive approach to the role under pressure.

2.  Where needed, escalate customer complaints to Customer Services
Supervisors, Customer Services Team Leaders or Customer Services
Manager.
London and Quadrant Housing Association
Service Advisor – Repairs & Maintenance
Providing a comprehensive customer-focused helpdesk service relating primarily to the
London & Quadrant Housing operational buildings, ensuring that all responsive and
emergency repairs are dealt with efficiently and promptly, recording details and
advising customers as appropriate. Providing administrative support to the Customer
Services and Facilities Team, raising orders and referral inspections when requested.
Liaising with contractors and recording outstanding work orders and extension of time
requests. Maintaining client satisfaction database and passing on comments and
complaints to the Helpdesk Officer and Maintenance Team Leader. Providing clerical
support including telephone calls and messages, word processing, and filing.
November 2013 – October 2014: The Hyde Group (Housing Association)
Customer Service and Maintenance
Delivering an exemplary front line Customer Service via all media, including telephone,
web and email, ensuring a high quality information and advice service is provided in
line with Hyde's Vision, Policies and Service Promise. Handling all enquiries, referring
specialist and complex enquiries to relevant teams, and maintaining accurate up-to-date
records. Gaining extensive experience with CRM (Customer Relationship Management).
Ad hoc duties included e.g. administrative tasks such as taking rent payments from
residents and updating client accounts.
November 2010 – September 2013: Game Account Online Casino
Customer Support Agent
Assisting customers via telephone in making deposits or manually adding extra bonuses
owed from winnings. Communicating via telephone, live chat and email to provide
support and solutions. Gaining knowledge of how to appropriately deal with customers
in accordance with the Data Protection Act. Communication across the board regarding
player promotions and bonuses. Maintaining client accounts and conducting fraud
checks for AML purposes.
June 2008 – August 2010: Mears (Engineering Company)
Customer Services Advisor
Working in a fast-paced and busy team, providing extensive customer service within the
B2B and Consumer Sectors. Handling enquiries, maintaining relations, and conducting
satisfaction research. Coordinating project-specific work plans and resourcing planning
on site. Using Excel to prepare end-of-month reports on customer enquiries. Improved
my multi-tasking skills and interpersonal skills working within a team.

3. May 2002 – April 2008: Totesport
Customer Service Advisor
A customer-facing role, dealing with enquiries in a professional and courteous manner,
applying good communication skills with a welcoming and engaging approach. Dealing
with complaints, lost receipts, discretionary and additional payments; as well as
acknowledging high value customers and delivering service to appropriate standards.
Contributing as a positive, responsible, and punctual team member.
May 1998 – February 2002: Freshfields Bruckaus Deringer
Desktop Support Specialist
Providing guidance, direction and support to operational needs, facilitating work across
departments. Overseeing and adhering to standards and processes as dictated by
company standards. Supporting company migration to new systems, and maintaining
server storage backup and Network area. Supporting site security representative and
informing of planned outages, upgrades and changes.
EDUCATION AND TRAINING
2002 – 2004: Southbank University
Criminology
2000 – 2002: London School of Computing
A-Levels
1995 – 2000: International Secondary School (Nigeria)
References available upon request