Busayo Kaffo
LEICESTER
Summary
Dedicated and compassionate customer service professional with over 18 years’ experience in high-pressure, fast-paced environments. Highly skilled in handling high volumes of telephone enquiries, managing sensitive and confidential information, and delivering a calm, courteous, and efficient service to the public.
Experienced in supporting vulnerable and distressed individuals, resolving complex enquiries, and working with computer-based systems to maintain accurate records. Able to remain calm under pressure and respond effectively to urgent and emergency situations. Committed to upholding NHS values and contributing to patient safety through effective communication and teamwork.
Overview
18
18
years of professional experience
12
12
years of post-secondary education
1
1
Certification
Work history
Credit Specialist / Energy Specialist
E.ON Next Energy
Leicester
2022.07 - Current
- Manage high volumes of inbound/outbound calls
- Support vulnerable and distressed customers
- Maintain confidentiality of sensitive data
- Use computer systems to log and update records
- De-escalate challenging situations
- Escalate urgent issues appropriately
- Maintain accurate records
Branch Head Compliance /Customer Service Team Lead
Guaranty Trust Bank
Lagos, Nigeria
2017.05 - 2021.03
- Managed customer service operations
- Handled escalated complaints
- Maintained confidential records
- Supervised and trained staff
- Ensured compliance with procedures
Assistant Branch Head /Customer Service Supervisor
Guaranty Trust Bank
Lagos, Nigeria
2012.06 - 2017.05
- Supported daily operations
- Responded to customer enquiries
- Maintained accurate documentation
- Assisted in complaint resolution
Customer Service Officer
Guaranty Trust Bank
Lagos, Nigeria
2007.12 - 2012.06
- First point of contact for customers
- Managed enquiries and complaints
- Maintained confidentiality
- Delivered professional service
Education
Master of Business Administration - Healthcare
University of Hertfordshire
Hatfield 2021.01 - 2022.02
Bachelor of Arts - Philosophy
Olabisi Onabanjo University
Ago-Iwoye, Ogun State, Nigeria 2000.10 - 2005.09
Certificate of Higher Education - SSCE
Federal Government Girls College
Oyo, Nigeria 1994.09 - 2000.07
Skills
- Switchboard / telephone handling
- High-volume call management
- Emergency call handling & escalation
- Excellent communication & interpersonal skills
- Dealing with distressed, vulnerable, or aggressive callers
- Confidentiality & data protection (GDPR)
- Accurate record keeping & attention to detail
- IT systems & database management
- Incident logging & reporting
- Working under pressure
- Teamwork and independent working
- Customer service excellence
- Problem solving & decision making
- Negotiation aptitude
- Client-Focused approach
- Knowledge of insolvency laws
- Ethical integrity
Certification
Data Protection & Confidentiality
Customer Service Excellence
Cyber Security Awareness
Compliance & Risk Awareness
References
References available upon request.
Timeline
Credit Specialist / Energy Specialist
E.ON Next Energy
2022.07 - Current
Master of Business Administration - Healthcare
University of Hertfordshire
2021.01 - 2022.02
Branch Head Compliance /Customer Service Team Lead
Guaranty Trust Bank
2017.05 - 2021.03
Assistant Branch Head /Customer Service Supervisor
Guaranty Trust Bank
2012.06 - 2017.05
Customer Service Officer
Guaranty Trust Bank
2007.12 - 2012.06
Bachelor of Arts - Philosophy
Olabisi Onabanjo University
2000.10 - 2005.09
Certificate of Higher Education - SSCE
Federal Government Girls College
1994.09 - 2000.07