Gabriel Omoarebu
Salford
Summary
Dynamic caseworker and customer service expert with a background in case handling, management skills and experience , enhancing client well-being and streamlining case management. Excelled in conflict resolution and Microsoft Office Suite, achieving significant improvements in client satisfaction and operational efficiency. Skilled in fostering partnerships and mentoring, demonstrating exceptional interpersonal and organizational abilities.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Caseworker and Customer Service Consultant
Ascent Irwin Mitchell
09.2024 - Current
- Assessed needs of each client and recommended appropriate services and resources.
- Established trusting relationships with clients, fostering open communication and rapport building.
- Assessed and evaluated clients' needs, determined eligibility for services, and developed individualized plans.
- Prepared detailed reports for court proceedings that accurately reflected clients'' progress and recommended next steps.
- Maintained up-to-date records on all clients, enabling accurate monitoring of progress and appropriate case planning adjustments.
- Maintained high level of client confidentiality, following strict guidelines, and recommendations.
- Facilitated client access to community resources, promoting self-sufficiency and independence.
- Collaborated with multidisciplinary teams for improved client outcomes and coordinated care.
- Mentored new caseworkers as they transitioned into their roles, providing guidance on best practices and procedures.
- Streamlined documentation processes, increasing efficiency in caseload management.
- Developed strong partnerships with local organizations, expanding available resources for clientele.
- Enhanced client well-being by developing comprehensive case plans addressing individual needs.
- Advocated for client rights and represented client interests at administrative hearings.
- Ensured adherence to state regulations by maintaining timely documentation and meeting reporting deadlines.
- Conducted thorough assessments to determine client eligibility for various programs and services.
- Assisted clients in preparing applications for social security benefits, housing and assistance programs.
- Customized intervention strategies to client needs, promoting more effective and personalized support.
- Reduced client wait times for services with efficient case load management.
- Improved client outcomes by developing and implementing tailored case management plans.
- Coordinated with legal and healthcare professionals to provide holistic support to clients.
- Leveraged technology to improve case management efficiency and client communication.
- Developed and maintained partnerships with local organizations to expand resource availability for clients.
- Enhanced client access to community resources, connecting individuals with vital services to support their well-being.
- Enhanced team efficiency by sharing best practices and insights gained from case management experiences.
- Conducted comprehensive assessments for understanding individual client needs, laying groundwork for effective support.
- Collaborated with other professionals to plan and coordinate care for clients.
- Administered assessments to identify clients' needs and establish treatment plans.
- Educated clients and families on mental health, wellness and recovery topics.
- Handled high call volumes while maintaining a courteous and professional demeanor.
- Engaged customers in conversation to uncover needs with probing questions and overcome objections using persuasive techniques.
- Improved customer satisfaction by promptly addressing and resolving inquiries and concerns.
- Conducted thorough research on complex issues when required, ensuring accurate information was provided to customers at all times.
Customer service advisor
Huntswood(Barclays bank campaign) work from home
04.2024 - 08.2024
- Expressed care, patience and empathy when handling customer calls .
- Provided knowledgeable assistance and friendly support, frequently obtaining excellent feedback.
- Investigated customer issues to find acceptable conclusion and prevent recurrence.
- Handled customer complaints, providing
- appropriate solutions to guarantee positive outcomes.
- Managed high-volume customer queries simultaneously through effective multitasking.
- Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
- Transferred customer calls to respective department or personnel to address specific issues.
- Answered customer telephone calls promptly and improved on-hold wait times.
- Listened actively to offer accurate information and best solution to their needs.
- Adhered strictly to policies and procedures for continued company compliance.
- Offered prompt solutions to maintain customer satisfaction.
- Processed inbound customer calls, providing information on service or product upgrades
- Employed active listening and product expertise to successfully resolve inbound queries.
Customer service engagement
British gas
01.2023 - 02.2024
- Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
- Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
- Assisted customers with varying questions using product knowledge and service expertise.
Customer service(crew member)
McDonald’s
04.2022 - 12.2022
- Offered prompt solutions to maintain customer satisfaction
- Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
customer service representative(volunteer)
Cancer research Manchester
10.2021 - 03.2022
- Assisting in the shop floor and helping customers sort their clothes purchases and general merchandise.
- Assisted customers with varying questions using product knowledge and service expertise.
Education
MSc - Msc management
University of Salford
Manchester03.2022
Skills
- Customer relations
- Problem-solving
- Product knowledge
- Sales expertise
- Quality Control
- Conflict Resolution
- Complaint resolution
- Logistical planning
- Dispute management
- Outstanding customer service
- Customer retention tactics
- Complaint handling
- Customer care
- After-sales support
- Brand awareness and representation
- Written and verbal communication skills
- Call centre experience
- POS
- Microsoft Office Suite
- Upselling
- Customer retention
- Record maintenance
- Highly effective communication
- Client advocacy
- Client interaction
- Assessment skills
- Records management
- Client engagement
- Professional boundaries
- Ethical practice
- Issue identification and resolution
- Interpersonal and written communication
- Behavioral observation
- Self-awareness
- Motivational interviewing
- Proficient in software
- Conflict mediation
- Regulatory compliance
- Resilience building
- Service assistance and support
- Case file documentation
- Case investigations
- Organizational skills
- Case documentation
- Conflict resolution
- Multitasking
- Referral coordination
- Relationship building
- Administrative management
- Patient support
- Interpersonal communication
- Analytical thinking
- Teamwork and collaboration
- Time management
- Attention to detail
- Problem-solving abilities
- Multitasking Abilities
- Reliability
- Excellent communication
- Active listening
- Effective communication
- Adaptability and flexibility
- Decision-making
- Documentation skills
- Team building
- Task prioritization
- Behavior management
- Interpersonal skills
- Goal setting
- Professionalism
- Suicide prevention
- Mental health treatment
- Time management abilities
- Written communication
- Mental health assessment
Accomplishments
- Telephone Service - Professionally processed 80+ calls inbound and outbound per day, providing information and service to ensure quality customer satisfaction.
Languages
English
Proficient
C2
French
Elementary
A2
Personal Information
Name & contact
References on request
Certification
People’s management
Timeline
Caseworker and Customer Service Consultant
Ascent Irwin Mitchell
09.2024 - Current
Customer service advisor
Huntswood(Barclays bank campaign) work from home
04.2024 - 08.2024
Customer service engagement
British gas
01.2023 - 02.2024
Customer service(crew member)
McDonald’s
04.2022 - 12.2022
customer service representative(volunteer)
Cancer research Manchester
10.2021 - 03.2022
People’s management
MSc - Msc management
University of Salford
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