Homa Atata
Birmingham,United Kingdom
Summary
Highly organised, empathetic, and people-focused professional with a strong background in interview coordination, team support, and delivering first-class operational assistance. With 3 years' experience in leadership roles across customer experience and onboarding environments, bringing clarity, composure, and adaptability to fast-paced, high-growth settings. Recognised for attention to detail and a commitment to delivering smooth, stress-free experiences for clients, colleagues, and customers. Experienced in supporting organisations that champion inclusive, human-centred hiring and operational excellence.
Overview
6
6
years of professional experience
Work history
Customer Service Team Lead
Teleperformance
Birmingham, West Midlands
08.2022 - Current
- Successfully transferred under TUPE regulations from Firstsource to Teleperformance, ensuring seamless continuity in leadership for the NatWest campaign.
- Lead a team of 15 with full responsibility for scheduling, coaching, performance monitoring, and development.
- Created and managed onboarding plans and shift scheduling that improved productivity by 20%.
- Delivered coaching sessions to improve team communication and empathy, fostering growth and progression into leadership roles
- Acted as the main liaison between support departments to resolve scheduling conflicts and reduce workflow delays.
- Oversee real-time workflow management and task allocation using Workforce Management (WFM) tools and Business Management Systems (BMS).
- Utilize Power BI to analyze performance data, track SLA compliance, and optimize resource planning.
- Lead disciplinary and capability proceedings, including investigations and the drafting of formal HR correspondence.
- Resolve payroll and timesheet discrepancies, maintaining operational accuracy and employee satisfaction.
- Partner with WFM, HR, and operations teams to drive improvements in service delivery, schedule adherence, and staff occupancy rates.
Developmental Coach
FirstSource Solutions UK Ltd
Birmingham, West Midlands
06.2022 - 08.2022
- Designed and delivered structured onboarding programs for new hires, improving new agent readiness and satisfaction by 10%.
- Rolled out QA frameworks and feedback loops to improve compliance and reduce service errors.
- Partnered with leadership and support teams to implement feedback-driven process changes.
Customer Service Agent
FirstSource Solutions UK Ltd
Birmingham, West Midlands
12.2021 - 06.2022
- Managed complex customer enquiries with empathy and accuracy, consistently achieving top Net Promoter Scores, including 21 promoters.
- Maintained strict customer confidentiality and complied with financial data protection standards.
- Developed strong customer relationships through active listening and clear, transparent communication.
Accounting Intern
Prospect Concerns Ltd
London, United Kingdom
09.2019 - 03.2020
- Company Overview: London
- Supported reporting and audit processes, coordinating across departments to ensure timely data accuracy.
- Developed proficiency in finance systems, including reconciliation tools and compliance documentation.
- Proactively took part in team learning sessions and knowledge sharing to improve process understanding.
Education
BSc (Hons) - Accounting
Bells University of Technology
United Kingdom 01/2011 - 08/2015
BSc (Hons) - Accounting
Bells University of Technology
Nigeria 01/2011 - 08/2015
Skills
- SLA/KPI tracking, performance optimisation & process improvement
- Quality assurance (call monitoring, QA calibration)
- Coaching, mentoring & team development
- Onboarding, training & employee engagement
- Data analysis & reporting (Power BI, Excel)
- Disciplinary procedures & HR collaboration
- Cross-functional communication & stakeholder management
- Proficient in Microsoft Office, Sage & administrative system
- Real-time queue monitoring & workload balancing
- Process optimisation & problem-solving
- High-volume task management & prioritisation
- Workforce Management Tools (BMS, Amazon Connect, WFM System)
- Timesheet & Payroll Issue Resolution
Custom
- Videography
- Blogging
- Traveling
Timeline
Customer Service Team Lead
Teleperformance
08.2022 - Current
Developmental Coach
FirstSource Solutions UK Ltd
06.2022 - 08.2022
Customer Service Agent
FirstSource Solutions UK Ltd
12.2021 - 06.2022
Accounting Intern
Prospect Concerns Ltd
09.2019 - 03.2020
BSc (Hons) - Accounting
Bells University of Technology
01/2011 - 08/2015
BSc (Hons) - Accounting
Bells University of Technology
01/2011 - 08/2015
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