FATIMA ADEWUNMI

• Currently serving as a frontline representative for the Department for Work and Pensions (DWP), handling complex customer enquiries with professionalism, empathy, and confidentiality.
• Consistently ranked as the top-performing agent for 12+ consecutive weeks, exceeding performance metrics in customer satisfaction, efficiency, and first-contact resolution.
• Resolved complex issues with active listening and empathetic communication strategies,.
• Navigated software systems efficiently to expedite case handling times.
• Resolve high-volume inbound queries related to Universal Credit, State Pension, Jobseeker's Allowance, and other welfare services, ensuring customers receive accurate and timely support.
• Build rapport with customers from diverse backgrounds, often in vulnerable situations, offering tailored support while maintaining strict adherence to DWP policy and government regulations.
• Accurately record and update sensitive information using internal CRM systems, maintaining full GDPR compliance and data protection standards.
• Demonstrate expert knowledge of DWP services, quickly adapting to updates in government policy and internal procedures.
• Proactively manage escalations, resolving issues effectively while maintaining a calm and professional approach under pressure.

• Provided academic support, assisting students with schoolwork to enhance their understanding and performance.
• Delivered one-on-one tutoring, customizing learning materials to meet each student's individual needs and learning styles.
• Offered behavioral support, helping children manage behavior, develop social skills, and cope with challenging emotions.

● Successfully managed and delivered 10 government-funded construction and IT projects, with individual values up to £350,000 and completed on time, within budget and to specification.

● Oversaw projects from initial concepts to completion, including feasibility studies, design coordination, procurement, contractor management and final handover.

● Managed people from cross disciplinary team to ensure cooperation and on time project deliveries.

● Prepared comprehensive status reports by gathering, analyzing, and summarizing key project data for progress review meetings stakeholders.

● Established effective communication plans, promoting clear and continuous collaboration among stakeholders.

● Facilitated change requests, ensuring all team members were informed of schedule and budget impacts.

● Coordinated the development of user manuals, training materials, and documentation to support the successful implementation and handover of systems and processes to clients.

• Advised the Chief Executive Officer on solutions to organizational issues, offering insights for effective decision-making.
• Documented and handled correspondence directed to the Chief Executive Officer, ensuring timely and accurate communication.
• Assisted the Managing Director in overseeing the daily operations of the firm to ensure smooth workflow.
• Managed an active calendar of appointments, prepared expense reports, and composed and handled executive-level correspondence.

• Collaborated with the Enquiry and Renewal team to ensure all incoming correspondence was properly handled and forwarded to the appropriate authorities.
• Assisted superiors in achieving daily targets by providing comprehensive support across various tasks and responsibilities.