Summary
Overview
Work history
Education
Skills
Certification
Custom
Affiliations
References
Timeline
Generic

Bodunde Ilori

Swindon,WILSHIRE

Summary

A highly skilled professional with extensive expertise in internal and external communication, customer support, and e-commerce systems. Demonstrates exceptional organisational skills and resilience under stress, ensuring efficient workload management and adaptability in high-pressure environments. Proficient in healthcare systems, medical coding, and NHS procedures, with a strong commitment to patient confidentiality and empathetic communication. Career goals include advancing within the healthcare sector to enhance patient care through innovative communication strategies.

Overview

11
11
years of professional experience
2017
2017
years of post-secondary education
1
1
Certification

Work history

NHS Call handler

Great Western Hospital
Swindon, Wiltshire
01.2025 - 04.2025
  • Assisted callers with general enquiries, delivering quality customer service.
  • Handled sensitive information ethically-upheld privacy standards at all times.
  • Communicated complex medical instructions clearly – ensured caller comprehension.
  • Completed necessary paperwork after each call, sustaining operational efficiency.
  • Utilised specialised software to input caller details for record-keeping purposes accurately.
  • Improved patient satisfaction with clear, empathetic communication in stressful situations.
  • Prompted resolution of issues by escalating calls to appropriate departments when needed.
  • Streamlined call flow by efficiently prioritising emergency and non-emergency calls.
  • Maintained confidentiality of patient records in compliance with NHS regulations.
  • Fostered a supportive environment through understanding and compassion towards callers' concerns.
  • Liaised effectively between patients and healthcare professionals enhancing overall communication process.
  • Kept up-to-date with NHS policies and procedures for consistent performance standards.
  • Minimised hold time – managed calls expediently without compromising on quality of service.
  • Facilitated efficient resource allocation by distinguishing between urgent and non-urgent cases appropriately.
  • Coordinated ambulance dispatch for critical cases, ensuring rapid response.
  • Managed high call volumes calmly during peak periods or emergencies.
  • Collaborated effectively with team members to handle complex situations.
  • Aided distressed callers – provided reassurance whilst awaiting medical assistance.
  • Provided accurate information for patients, facilitating effective decision-making.
  • Recorded detailed caller information accurately to support medical staff response.
  • Demonstrated compassion, emotional resilience and respect to handle high volume of emergency calls.
  • Navigated stressful and unpredictable situations with calm and collected approach.
  • Supported callers through trauma, including accidents and death.
  • Signposted callers to appropriate care pathways to reduce pressures on emergency services.
  • Listened actively to caller concerns, questions and priorities.
  • Triaged calls within desired time frames, liaising with dispatch and supporting services to provide appropriate support.
  • Liaised with emergency service personnel to enable quick responses to life-threatening situations.
  • Served as first point of contact for callers seeking emergency support.
  • Processed and auctioned high number of calls during busy periods.
  • Employed typing speed and accuracy to generate notes while speaking to callers.
  • Remained calm to processes details of emergencies accurately in high pressure situations.
  • Assessed priority of caller situations through investigative questioning.
  • Logged critical information onto computer system.
  • Followed up on queries within agreed time-frames to provide detailed response.
  • Provided ore-arrival advice to prepare callers for targeted and effective medical assistance.
  • Identified at risk individuals on calls, following safeguarding and procedures.
  • Recorded data for computer-aided dispatch system with accuracy and precision.
  • Reached 100% service rating through call audits and surveys.
  • Exceeded service targets by 90% through swift and dynamic call handling.
  • Delivered life-saving instructions, including CPR, maternity and airway management.
  • Responded to inbound queries and requests from prospective customers.
  • Handled high call volumes with accuracy and efficiency for optimum productivity.
  • Operated switchboards, answering and forwarding incoming telephone calls.
  • Maintained full and comprehensive knowledge of each staff member status and whereabouts.
  • Transferred calls and provided accurate information to callers professionally and courteously.
  • Used strategic questioning to extract important details from callers to help plan responsive action.
  • Managed and escalated complaints effectively, resulting in positive customer outcomes.
  • Handled customer queries focused on first-call resolution.
  • Answered 90+ customer queries daily via inbound calls, emails and live chats.
  • Updated company internal telephone directory regularly with accurate, up-to-date information.
  • Facilitated strategic decision-making by producing accurate, comprehensive end-of-shift reports.
  • Prioritized emergencies using established protocol.
  • Adhered to healthcare quality standards and organisational policies when handling emergency calls.
  • Connected, held and transferred telephone calls by operating switchboards and consoles.
  • Processed information quickly in time-critical situations.
  • Logged emergency call information on electronic system for accurate reporting.
  • Received telephone inquiries, answering questions with up-to-date information.
  • Stayed calm when coordinating response to emergencies.
  • Communicated instructions in multidisciplinary teams to provide emergency care and assistance.
  • Recorded and relayed accurate information about emergency situations.
  • Advised emergency callers on action to minimize further risk.
  • Redirected callers for smooth and prompt transfers.
  • Forwarded messages to relevant personnel to prevent information getting lost.
  • Coordinated personnel to deliver reliable and comprehensive emergency support.
  • Planned and directed medical dispatch to achieve fastest response times.
  • Dispatched nearest available emergency response unit to provide prompt assistance in emergencies.
  • Made connections for outgoing calls to facilitate prompt communications.
  • Identified operating system problems and notified repair services.
  • Supported and advised distressed emergency callers to facilitate safe decision-making.
  • Helped to resolve reports of service problems.
  • Handled high-pressure scenarios competently, provided excellent service under stress.
  • Delivered rapid response with effective decision-making skills.

Communications & Social Media Manager/Customer Service Executive

Rapid Medic home care services
lagos state , lagos state
01.2021 - 12.2024
  • Delivered exceptional service to increase customer loyalty.
  • Performed administrative duties efficiently; this included managing schedules, organizing files and drafting correspondence.
  • Recorded customer interactions, providing valuable data for management review.
  • Offered additional products and services to boost company sales.
  • Developed strong product knowledge, customers appreciated the extra information.
  • Utilized CRM software proficiently, streamlining the complaint handling process.
  • Maintained a clean and organised workspace, contributing to an effective work environment.
  • Enhanced brand reputation with excellent telephone etiquette.
  • Assisted in training new staff to ensure consistency in service delivery.
  • Improved customer satisfaction by addressing and resolving complaints swiftly.
  • Balanced multiple tasks simultaneously without compromising on quality of service.
  • Conducted customer surveys to gather feedback on service experience improvement.
  • Coordinated with other departments for efficient problem resolution.
  • Handled high volume calls whilst maintaining professionalism and composure.
  • Provided accurate information to customers, which resulted in fewer returned orders.
  • Ensured minimal wait times by prioritizing tasks effectively during peak hours.
  • Managed difficult situations for positive outcomes.
  • Built lasting relationships with regular customers, fostering brand loyalty.
  • Resolved complaints with proactive problem-solving and analysis.
  • Responded to customer queries and provided excellent customer service.
  • Provided professional and helpful support to new and existing clients.
  • Escalated complex issues quickly to supervisors to avoid lost revenue.
  • Warmly greeted customers with positive telephone etiquette, asking well-rounded questions to identify issues.
  • Improved company processes by analyzing customer feedback and service trends.
  • Exceeded targets by delivering comprehensive and consistent service.
  • Explained benefits and advantages of different product and service offerings to customers.
  • Offered detailed product and service advice based on customer needs.
  • Advised management of customer service trends, creating proactive strategies to maintain best practices.
  • Updated account information after customer calls for well-maintained data accuracy.
  • Managed banking and accounts with expert finance knowledge.
  • Handled live chat queries within strict time frame targets.
  • Increased client retention by 90% through outstanding account management.
  • Followed up customer queries to check provided solutions met expectations.

Teller/Customer Service Personnel

United Bank for Africa (UBA)
01.2019 - 01.2021
  • Processing deposits and withdrawals
  • Introducing new members to the banking platform and software
  • Performing regulator account maintenance
  • Opening and closing accounts as required for members
  • Dealing with customer inquiries
  • Performing general administration tasks
  • Helping customers with loan and mortgage applications
  • Using banking software to update account information.
  • ATM machines monitoring to ensure maximum performance.

Facilitator

National Youth Service
01.2019 - 01.2021
  • Encouraged learning process
  • Simplify complex topics to bitesize notes for kids

Supervisor/Cashier

Genesis Group Nigeria Limited
01.2014 - 01.2015
  • Inventory management customer management

Education

HIGHER NATIONAL DIPLOMA (HND) - MARKETING

KENULE BEESON SARO-WIWA POLYTECHNIC
river state ,Nigeria

NATIONAL DIPLOMA - MARKETING

KENULE BEESON SARO-WIWA POLYTECHNIC

O-LEVEL CERTIFICATE - undefined

MODERN COMPREHENSIVE SECONDARY SCHOOL

FIRST SCHOOL LEAVING CERTIFICATE - undefined

ARMY CHILDREN SCHOOL
GRA, RIVERS-STATE

PROFESSIONAL CERTIFICATE - undefined

INFORMATION SECURITY MANAGEMENT SYSTEM (IOS/IEC)

CHARTERED INSTITUTE OF CUSTOMER RELATIONSHIP MANAGEMENT - ASSOCIATE MEMBER

Skills

  • Internal and external communication
  • Level 1 (L1) customer support
  • Team player
  • E-commerce systems
  • Content management system
  • Social media network
  • Employee communication strategies
  • Employee messaging and campaigns
  • Proofreading social media content
  • Organizational skills
  • Planning skills
  • Work under pressure
  • Self-motivated
  • Positive approach to management
  • Data entry efficiency
  • Data input proficiency
  • Call centre software usage
  • Resilience under stress
  • Sensitive to multicultural issues
  • Rapid decision-making capability
  • Health information systems knowledge
  • Medical coding knowledge
  • Timely decision-making
  • Basic clinical knowledge
  • Knowledge of nhs procedures
  • Resourceful thinking
  • Empathy towards patients' situations
  • Workload management efficiency
  • Flexibility in shift work
  • Electronic health records
  • Adaptability for ongoing training
  • Familiarity with healthcare laws
  • Patient confidentiality respect
  • Language proficiency
  • Triage procedures understanding
  • Recording accurate messages
  • Multitasking proficiency
  • Medical ethics understanding
  • Incident reporting capabilities
  • Recording accurate notes
  • CPR procedures
  • Health and Safety regulations
  • Strong resilience
  • Microsoft Office proficiency
  • Clinical triage software
  • Customer service techniques
  • Professional demeanour
  • Airway management
  • Pre-arrival advice
  • Automatic Call Distribution systems
  • Telephone etiquette
  • Healthcare system knowledge
  • Out of Hours coverage
  • Computer-aided dispatch
  • Empathy and compassion
  • Excellent communication
  • Computer literate
  • High stress tolerance
  • Emergency Response
  • Order processing
  • Counselling
  • Audio typing
  • Safeguarding children and vulnerable adults
  • Zendesk Talk
  • Emergency services liaison
  • Payment handling
  • Dispatcher liaison
  • Helpdesk database maintenance
  • Urgent care advice
  • Emergency handling
  • Empathetic communication
  • Workload prioritisation
  • Patient call handling
  • NHS pathways operation
  • Urgent healthcare response
  • High-volume call handling

Certification

  • INFORMATION SECURITY MANAGEMENT SYSTEM (IOS/IEC), 05/23
  • CHARTERED INSTITUTE OF CUSTOMER RELATIONSHIP MANAGEMENT (ASSOCIATE MEMBER), 05/19

Custom

  • Exercising and healthcare
  • Listening to music
  • Social causes
  • Topical blogs
  • Research
  • Reading
  • Swimming

Affiliations

  • football,research,.reading

References

References available upon request.

Timeline

NHS Call handler

Great Western Hospital
01.2025 - 04.2025

Communications & Social Media Manager/Customer Service Executive

Rapid Medic home care services
01.2021 - 12.2024

Teller/Customer Service Personnel

United Bank for Africa (UBA)
01.2019 - 01.2021

Facilitator

National Youth Service
01.2019 - 01.2021

Supervisor/Cashier

Genesis Group Nigeria Limited
01.2014 - 01.2015

NATIONAL DIPLOMA - MARKETING

KENULE BEESON SARO-WIWA POLYTECHNIC

O-LEVEL CERTIFICATE - undefined

MODERN COMPREHENSIVE SECONDARY SCHOOL

FIRST SCHOOL LEAVING CERTIFICATE - undefined

ARMY CHILDREN SCHOOL

PROFESSIONAL CERTIFICATE - undefined

INFORMATION SECURITY MANAGEMENT SYSTEM (IOS/IEC)

CHARTERED INSTITUTE OF CUSTOMER RELATIONSHIP MANAGEMENT - ASSOCIATE MEMBER

HIGHER NATIONAL DIPLOMA (HND) - MARKETING

KENULE BEESON SARO-WIWA POLYTECHNIC

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Bodunde Ilori