Hellen Adu
Cx Recall Administrator @Ford Motor Company
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WORK HISTORY
Cx Recall Administrator @Ford Motor Company
Daventry, GB
Managed customer communication for the Ford Motor Company Kuga recall campaign, acting as the main point of contact for customers affected by safety recalls* Supported customers through the recall process for Ford Kuga vehicles, particularly the 1.6L engine overheating and fire-risk recall related to coolant system failures * Scheduled recall appointments with dealerships and coordinated alternative transport solutions where required to minimize customer disruption * Explained recall procedures clearly, including cooling system checks, software updates, replacement of affected components, and Phase 2 hardware improvements such as coolant level sensors * Managed customer cases from initial contact through resolution, ensuring accurate case tracking, documentation, and follow-up within CX systems and CRM platforms* Handled escalations from concerned customers regarding vehicle safety, breakdowns, repair delays, and recall completion status with empathy and professionalism* Verified VIN eligibility and recall status, ensuring customers were correctly informed about affected models and required actions* Worked closely with dealerships, service advisors, warranty teams, and internal customer care departments to ensure recall completion and accurate claim processing* Monitored recall completion status and followed up on outstanding cases to ensure repairs were finalized and customer concerns were fully resolved* Maintained strong customer satisfaction during a high-pressure recall campaign by balancing operational efficiency with reassurance and trust-building communication* Provided clear guidance on roadside assistance, courtesy vehicle arrangements, and safety steps if customers experienced overheating warnings or breakdowns * Helped protect brand reputation by delivering proactive, transparent, and customer-focused support during a sensitive large-scale vehicle safety recall
EDUCATION
University of Wolverhampton
Bachelor's degree, Marketing/Marketing Management
ABOUT HELLEN ADU
Enthusiastic customer service professional with years of hands-on experience in customer service, payment processing and sales. Strong communicator and team player, willing and capable of learning new processes to support overall organisational success. I am a self-motivated and positive character with transferable skills, I\'ve developed excellent communication skills from working in a range of settings and contributing in many events. I\'ve proven to be a productive and enthusiastic team member in school and at my previous places of work. I have shown commitment and competence through lessons and work that I have completed to my best ability. I am proactive and show enthusiasm when it comes to gaining new skills. Also, confident, charismatic and I enjoy assisting others with a professional approach to any job and hold excellent interpersonal skills. Despite the demands of challenging work, I can always stay motivated and positive while working in a group or independently.
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