Ernestine Besong Ewube
Coventry,West Midlands
Summary
A highly skilled professional with expertise in communication, conflict resolution, and organisational excellence. Demonstrates strong proficiency in IT systems, including Microsoft Office and CRM platforms, alongside a proven ability to manage time effectively and multitask in dynamic environments. Adept at fostering teamwork, adaptability, and leadership while maintaining empathy and awareness of individual needs. Committed to leveraging problem-solving capabilities and decision-making skills to drive success in collaborative settings.
Overview
8
8
years of professional experience
6
6
years of post-secondary education
1
1
Certification
Work history
Customer Service Representative
Teleperformance (Aviva Home Insurance)
11.2025 - 05.2026
- Handle inbound and outbound customer enquiries relating to home insurance policies
- Provide clear and impartial guidance on policy details, renewals, amendments, and cancellations
- Process payments securely and accurately
- Identify and support vulnerable customers with empathy and professionalism
- Resolve customer complaints effectively, escalating where necessary
- Ensure full compliance with FCA regulations and data protection standards
Customer Service Representative
Teleperformance (Student Loans Company)
06.2025 - 11.2025
- Assisted customers with loan applications, payments, and funding enquiries
- Maintained accurate customer records and updated account information
- Investigated and resolved payment discrepancies and account issues
- Supported customers in navigating online accounts and services
- Handled sensitive data in line with GDPR regulations
- Promoted relevant products and services such as grants and allowances
- Provided clear financial guidance to support informed decision-making
Customer Service Representative
Teleperformance (HM Passport Office)
12.2024 - 06.2025
- Supported customers with passport applications and documentation requirements
- Responded to enquiries regarding eligibility, fees, and processing times
- Resolved application issues, delays, and complaints
- Maintained accurate records and updated system information
- Escalated complex cases to appropriate departments
Teaching Assistant
G.B.H.S Soppo, Buea
09.2021 - 01.2023
- Prepared and delivered lesson materials to students
- Supported student learning and development through tailored assistance
- Marked exams and tracked student progress
- Built strong relationships with students and staff
- Developed leadership, patience, and teamwork skills
Sales Assistant
Success Point
01.2021 - 12.2021
- Assisted customers with purchases and product enquiries
- Maintained store organisation and stock levels
Secretary
G.C.E Examination Board
06.2018 - 07.2019
- Provided administrative support and maintained records
- Assisted with examination coordination and documentation
Education
Level 2 - Information & Creative Technology (BTEC)
South and City College Birmingham
01.2023 - 01.2024
Level 2 - English
South and City College Birmingham
01.2023 - 01.2024
Master of Education (M.Ed) - undefined
University of Buea
Cameroon 01.2019 - 01.2023
GCE A Levels - Philosophy (B), History (C)
CameroonGCE O Levels - Grades A–C in all subjects
CameroonSkills
- Excellent communication and interpersonal skills
- Customer complaint resolution and conflict management
- Strong attention to detail and organisational skills
- Empathy and vulnerability awareness
- IT proficiency (Microsoft Office and CRM systems)
- Problem-solving and decision-making
- Time management and multitasking
- Teamwork and collaboration
- Adaptability and flexibility
- Leadership and initiative
Certification
- Conflict Resolution and Complaints Handling
- Safeguarding Adults Level 1 & 2 (including Prevent Duty)
- Introduction to MAPPA (Multi-Agency Public Protection Arrangements)
Volunteer
British Heart Foundation / Shaw Trust Restart Programme, 2023-03, 2024-11, Developed employability skills including communication, teamwork, and customer interaction, Supported retail and customer-facing activities
Additional information
- Strong ability to handle sensitive and confidential information
- Experienced in high-volume, fast-paced call centre environments
- Flexible, reliable, and committed to continuous learning
- Available for immediate start
Affiliations
- I have a passion for cooking. I like reading as well as listening to music
Timeline
Customer Service Representative
Teleperformance (Aviva Home Insurance)
11.2025 - 05.2026
Customer Service Representative
Teleperformance (Student Loans Company)
06.2025 - 11.2025
Customer Service Representative
Teleperformance (HM Passport Office)
12.2024 - 06.2025
Level 2 - Information & Creative Technology (BTEC)
South and City College Birmingham
01.2023 - 01.2024
Level 2 - English
South and City College Birmingham
01.2023 - 01.2024
Teaching Assistant
G.B.H.S Soppo, Buea
09.2021 - 01.2023
Sales Assistant
Success Point
01.2021 - 12.2021
Master of Education (M.Ed) - undefined
University of Buea
01.2019 - 01.2023
Secretary
G.C.E Examination Board
06.2018 - 07.2019