Lorita Apollos-Ubua
Manchester,United Kingdom
Summary
Professional with extensive experience in customer service management and conflict resolution. Expertise in email administration, telephonic etiquette, and Microsoft Suite. Recognized for proactive follow-up and effective pressure management. Strong written communication skills with a commitment to exceptional service delivery.
Overview
10
10
years of professional experience
Work history
Health care Support Worker
Manchester University NHS Foundation Trust
, United Kingdom
2025.07 - Current
- Vigilantly assessed patient well-being through observation of physical and mental state, fluid balance, and activity levels.
- Supported patients through personal care tasks such as toileting, showering and feeding, maintaining sensitivity to needs and ensuring comfort, dignity and safety throughout.
- Monitored individual's physical and emotional wellbeing, promptly reporting changes and providing suggestions for care plan adjustments.
- Used outstanding communication and interpersonal skills to build positive relationships with clients for exceptional satisfaction ratings.
- Provided hands-on patient care and guidance to family members on proper lifting techniques, nutrition, and housekeeping.
- Ensured a safe and healthy patient environment by adhering to asepsis standards and procedures, as well as implementing security precautions.
- Ensured timely delivery of meals and refreshments, maintaining hydration levels of patients.
- Assisted in mobility exercises to enhance physical strength and recovery of patients.
Healthcare support worker
Staffgap Ltd
Hull, United Kingdom
2022.10 - 2024.07
- Delivered personal care focused on individual needs, preserving patient dignity and self-esteem.
- Positioned, lifted and transported patients with limited mobility.
- Improved patients' quality of living, engaging in fulfilling and meaningful activities to encourage community access.
- Assisted with medicine and stock counting, ordering and replenishing.
- Maximised patient comfort by accurately assessing pain levels and administering pain-relieving medication.
- Kept patient environments clean and neat following optimum hygiene standards.
Customer Service Officer
Zenith Bank Plc
Abuja
2022.05 - 2022.07
- Consistently met customer service expectations by offering excellent service in order to build rapport with customers and generate customer loyalty and on-boarding new customer by 23%
- Received a 91% average customer satisfaction rating (to date). Winning Employee of the Month" September of 2020
- Possessed in-depth knowledge of Zenith Bank products, services, procedures, policies , and regulatory issues to effectively carry out daily responsibilities.
- Exceeded customer financial services needs by proactively identifying cross-selling opportunities and making referrals to bank colleagues.
- Established new accounts, certificates of deposit, and other bank products. Provided guidance to 35 new team members on banking services and operations. Supported card services and customer technology platforms.
- Developed customer satisfaction survey using Microsoft Excel , boosting customer retention by 19%
- Represented sales and customer teams in crucial cross-functional meetings .
- Collaborated with service department to strategize customer account growth , proposing 6 innovative ideas , resulting in successful implementation of 3
- Spearheaded new customer reporting and on-boarding paperwork to streamline internal processes , cutting preparation time for standard new clients by 81%
Customer Service Officer
People Plus Management Services Ltd (Zenith Bank Plc)
Abuja
2018.05 - 2022.04
- Processed foreign currency transactions, offered other retail banking products and escalated calls as needed.
- Opened business and personal checking accounts.
- Consistently achieved quarterly sales goals by effectively recommending financial products and services resulting in growth branch revenue generation
- Prepared product or service reports by collecting and analyzing customer information.
- Refereed unresolved customer grievances to designated departments for further investigation. Achieved a 87% average customer satisfaction rating winning Employee of the Month" July of 2019
- Handling 75-100 inbound interactions from retail customers promptly boosts customer loyalty and retention
- Ensured compliance with money laundering standards by conducting daily transaction reviews , including customer interviews and documentation requests.
Teaching Assistant
Command Day Secondary School
, Nigeria
2016.04 - 2017.04
- Lectured SS1 - SS3 Student English Language and Government.
- Guided and monitored against examination malpractice development
- Monitored weekly student attendance to prevent intentional absences , showcasing strong computer skills.
- Led engaging tutorials to enhance students' reading abilities.
- Provided additional support to students with special educational needs, ensuring inclusivity.
- Led small group sessions for enhanced focus on challenging topics.
Education
MSc - Strategy and international security
University of Hull
United KingdomBSc - Political Science
University of Maiduguri
NigeriaSkills
- Customer Service Management
- Email administration
- Pressure handling
- Efficient telephonic etiquette
- Microsoft suite expertise
- Proactive follow-up behaviour
- Conflict Resolution
- Strong written communication
Timeline
Health care Support Worker
Manchester University NHS Foundation Trust
2025.07 - Current
Healthcare support worker
Staffgap Ltd
2022.10 - 2024.07
Customer Service Officer
Zenith Bank Plc
2022.05 - 2022.07
Customer Service Officer
People Plus Management Services Ltd (Zenith Bank Plc)
2018.05 - 2022.04
Teaching Assistant
Command Day Secondary School
2016.04 - 2017.04
BSc - Political Science
University of Maiduguri
MSc - Strategy and international security
University of Hull