Liambo Brako
London,London
Summary
Having worked in customer service for over five years, I have developed strong customer interaction management, problem solving and communication skills. My experience with previous companies has taught me how to handle enquiries, whether by phone, email or in person, while ensuring customer satisfaction and loyalty.
Overview
14
14
years of professional experience
1
1
Certification
Work history
Customer support officer
ByteDance/ Tik Tok
London, Greater London
11.2023 - 08.2024
- Provided technical and functional support to end-users and clients (Application Support / Customer Support)
- Utilized ticketing systems such as Zendesk and Jira to track and manage over 50 incidents and service requests
- Investigated and resolved technical issues, ensuring timely and effective solutions
- Performed data analysis to identify patterns and improve support processes
- Created and maintained technical and functional documentation (user guides, procedures, incident reports)
- Actively participated in team meetings and Agile ceremonies (e.g. Scrum meetings, daily stand-ups
- Served as a coordinator between users, support teams, and developers to ensure issue resolution and continuous improvement
Customer support /Coordinator
YANKEE CANDLE
Bristol
09.2021 - 06.2023
- Oversaw administrative operations and coordinated activities across 5 retail shops in the Paris region.
- Responded to over 40 daily telephone calls and 70+ customer emails, maintaining high levels of client satisfaction.
- Designed and implemented internal organisational policies for administrative oversight and operational controls.
- Supervised and led administrative staff to ensure smooth day-to-day operations.
- Managed multiple projects simultaneously, focusing on organisational efficiency and timely execution.
Claim Handler
Computershare
Bristol City Centre, Bristol
09.2018 - 06.2021
- Resolved disputes with policyholders while ensuring a high level of customer satisfaction.
- Reviewed incoming claims documentation for completeness and validity.
- Provided personalised investment advice tailored to individual customer goals and financial objectives.
- Efficiently processed a high volume of claims—approximately 70 per day—maintaining both speed and accuracy.
- Conducted thorough investigations to guarantee timely and accurate resolution of claims.
IT Support Technician
Medion/Lenovo
Swindon
03.2017 - 08.2018
- Diagnosed and resolved software and hardware issues for over 25 users daily, ensuring prompt and effective resolution of support tickets.
- Delivered high-quality first-line technical support, prioritizing issues and maintaining minimal downtime for end users.
- Contributed to the creation and translation of comprehensive troubleshooting guides from English to French, helping reduce user dependency on IT support and streamlining the support process.
Self employed
Runners&Co
Brussels , Brussels
06.2014 - 06.2016
- Successfully owned and operated a delivery company for 2 years, subcontracting for UPS.
- Managed a small fleet including 2 vans and 1 car.
- Employed and supervised 2 delivery drivers, ensuring timely coordination with UPS logistics.
- Prepared and optimized daily delivery itineraries for maximum efficiency.
- Acted as the main liaison between drivers and UPS to ensure smooth operations.
- Generated and managed invoices, tracked payments, and ensured timely payroll for employees.
- Oversaw day-to-day logistics, scheduling, and problem resolution to maintain service standards.
Ramp loader
DHL Aviation
Bruxelles
01.2011 - 02.2014
- I was part of the DHL aviation logistics team, responsible for loading and unloading cargo planes and scanning goods and parcels for customers to ensure the safe transport of goods.
- Achieved safe handling of fragile items whilst carefully packing them into vans.
- Checked all outgoing loads for safety and completeness before dispatch.
Education
GCSEs - Data analytic certificate using excel
Google learning
London 05.2023
A-Levels - Esol
Morley college
London 06.2010
A-Levels - Management
INDL
Brussels 06.2009
Skills
- Troubleshooting
- Zendesk
- (Jira, ServiceNow – just started )
- Microsoft Teams, Skype, Zoom
- Technical documentation
- Suite Microsoft Office : Word, Excel, PowerPoint, Office 365
- Customer relationship management systems
Soft Skills
- Conflict resolution
- Customer satisfaction
- Analytical thinking
- Meeting management
- Empathy
Hobby
- Sport
- Travel
- Hiking
- Chess
Languages
French
Native
English
Advanced
C1
Dutch
Intermediate
B1
Certification
Data analytic certificate using excel
Accomplishments
- Documented and resolved 90 case, contributing to high customer satisfaction .
Timeline
Customer support officer
ByteDance/ Tik Tok
11.2023 - 08.2024
Customer support /Coordinator
YANKEE CANDLE
09.2021 - 06.2023
Claim Handler
Computershare
09.2018 - 06.2021
IT Support Technician
Medion/Lenovo
03.2017 - 08.2018
Self employed
Runners&Co
06.2014 - 06.2016
Ramp loader
DHL Aviation
01.2011 - 02.2014
GCSEs - Data analytic certificate using excel
Google learning
A-Levels - Esol
Morley college
A-Levels - Management
INDL
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