CHIOMAOLUOMA ANENE
Manchester
Summary
Results-driven professional specialising in complaint resolution, case assessment, and stakeholder communication. Committed to regulatory compliance and GDPR adherence, ensuring legal standards are met. Skilled in investigation and problem-solving, delivering effective solutions to complex challenges. Focused on utilising these strengths to enhance organisational success and customer satisfaction.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work history
Complaint Resolution Associate
Blum Healthcare Ltd
Manchester
07.2023 - Current
- Managed and investigated resident, family, and stakeholder complaints, achieving timely resolutions that aligned with company policies and regulatory requirements.
- Conducted thorough fact-finding investigations, gathering evidence, interviewing staff, and reviewing care records to deliver comprehensive complaint responses.
- Maintained accurate complaint records and reporting systems, ensuring compliance with Care Quality Commission standards and data protection requirements.
- Collaborated with care staff, management, and external agencies to implement corrective actions and improve service quality and resident satisfaction.
- Analysed complaint data to identify trends and recurring issues, recommending actions that enhanced care delivery and operational processes.
Triage Complaint Handler
Atom services ltd
Manchester
08.2023 - 04.2024
- Assessed and prioritised incoming staffing requests, ensuring urgent client requirements were allocated appropriately and within agreed timeframes.
- Served as first point of contact for clients and agency workers, addressing enquiries and coordinating tailored staffing solutions across healthcare, cleaning, and other sectors.
- Monitored workforce availability and effectively matched candidates to client requirements based on skills, compliance, and availability, ensuring optimal placements.
- Maintained accurate records of bookings, staff placements, and client communications, ensuring compliance with company policies and data protection regulations.
- Collaborated with recruitment, compliance, and operations teams to address staffing issues, reduce service disruptions, and uphold client satisfaction.
Triage complaint Handler
We Care Medical Health Care
Lagos
01.2019 - 01.2023
- Functioned as the first point of contact for patient, family, and stakeholder complaints, responding to concerns in a timely and professional manner.
- Assessed, categorised, and prioritised complaints based on severity, risk, and regulatory requirements, escalating complex cases where appropriate.
- Gathered relevant information from patients, healthcare professionals, and records to support effective complaint investigations and resolutions.
- Maintained accurate and confidential complaint records, ensuring compliance with data protection legislation and healthcare governance standards.
- Worked collaboratively with clinical and non-clinical teams to facilitate timely responses, identify service improvement opportunities, and enhance patient experience
Sales Manager
Reportex International Ltd
Lagos
04.2017 - 12.2018
- Led sales team of 20, developed business strategies, negotiated contracts with clients and suppliers to drive revenue growth.
- Streamlined processes and negotiated contracts to achieve 50% cost reduction.
Education
BSc. - Economics
University of Abuja
Nigeria 01.2011 - 01.2015
Skills
- Complaint Handling & Resolution
- Triage & Case Assessment
- Customer Service
- Compliance management
- Contract reviewing
- Contract negotiation aptitude
- Problem investigation
- Stakeholder Communication
- Public speaking confidence
Certification
- NVQ Level 3 in Health & Social Care
- Diploma in Care Giving
- Care Certificate (15 Standards of Care)
- Emergency First Aid & Basic Life Support (Adults & Children)
- Infection Prevention and Control (Levels 1 & 2)
- Safeguarding Adults & Children (Levels 1 & 2)
- Mental Health Awareness & Learning Disabilities Training (Autism, ADHD, Cerebral Palsy, Down’s Syndrome)
- Moving and Handling (Hoist, Slings, Wheelchairs)
- COSHH, RIDDOR, Fire Safety, Complaint Handling, Conflict Resolution
- Equality, Diversity & Human Rights
Timeline
Triage Complaint Handler
Atom services ltd
08.2023 - 04.2024
Complaint Resolution Associate
Blum Healthcare Ltd
07.2023 - Current
Triage complaint Handler
We Care Medical Health Care
01.2019 - 01.2023
Sales Manager
Reportex International Ltd
04.2017 - 12.2018
BSc. - Economics
University of Abuja
01.2011 - 01.2015