Olusola Anne Ogunjobi
Bedford
Summary
Customer Service Representative with strong ability to resolve customer issues and provide exceptional support. Consistently delivers positive interactions, contributing to customer loyalty. Strong communication skills coupled with empathetic approach, fostering trust and satisfaction. Proven ability to work collaboratively within teams, enhancing service delivery and operational efficiency.
Overview
1
1
Certification
16
16
years of professional experience
Work History
Care Assistant
Lansglage Homes (Henrietta House)
Bedford , Bedfordshire
10.2025 - 10.2026
- Completed activities of daily living for clients unable to manage personal hygiene.
- Assisted with daily living activities, promoting independence amongst elderly clients.
- Built strong, trusting relationships with patients by providing continuous support and delivering best possible care.
- Maintained clean and hygienic living environments, ensuring comfort and safety.
- Provided emotional support and companionship, building trusting relationships.
- Engaged in respectful communication, respecting the dignity of those in care.
- Supported residents with mobility issues, using equipment safely to aid movement.
- Documented care provided, ensuring accurate and up-to-date records were kept.
- Provided personalised care and support to residents, enhancing their quality of life.
- Participated in training sessions, continuously improving care techniques and knowledge.
- Prepared and served nutritious meals, catering to diverse dietary requirements.
- Actively listened to patients' complaints and feedback, actioning improvements to continuously elevate quality of care.
- Managed challenging behaviour sensitively, adopting a person-centred approach.
- Interpreted and adhered to care plans, seeking clarification from senior providers to maintain quality care.
Domiciliary Care Assistant
Cera Care Limited
Peterborough , Cambridgeshire
11.2023 - 10.2026
- Maintained detailed records of care provided, medication administered, and client progress for healthcare continuity.
- Supported clients with transportation needs when required, such as walking and pushing wheelchairs.
- Managed household tasks, including cleaning, laundry, and shopping, to maintain a safe and hygienic living environment.
- Provided companionship, actively listening to clients, and engaging in meaningful conversation to combat loneliness.
- Maintained excellent relationships with families and clients by providing friendly, helpful, compassionate and caring service.
- Maintained confidentiality and privacy, respecting clients' rights and personal preferences.
- Assisted clients with daily personal hygiene, including bathing, dressing, and grooming, to promote dignity and independence.
- Prepared healthy, nutritious meals and assisted patients with eating and drinking.
- Helped patients with feeding, drinking and administering medication when required.
- Facilitated mobility through safe transfers, use of mobility aids, and gentle encouragement, reducing the risk of falls.
- Promoted successful communication and relationships with service users by working with colleagues to identify and address linguistic differences.
- Acted quickly and appropriately during emergencies, following various protocols depending on the situation.
- Observed and monitored patients' physical well-being and reported changes to senior staff members, recording health conditions for reference.
Customer Service Representative
Dora Specialist Hospital
Abeokuta, Nigeria
01.2011 - 08.2023
- Addressed phone calls with warm, friendly welcome for excellent first impressions.
- Quickly resolved customer queries and complaints, improving service reliability and efficiency.
- Established positive rapport with callers to facilitate welcoming experience.
- Followed scripts and adhered to company policies throughout phone calls.
- Managed difficult customer conversations with professionalism, aiming to de-escalate situations and find mutually satisfactory resolutions.
- Maintained caller confidentiality, with particular reference to patient confidentiality and Data Protection Act.
- Delivered customer-focused, timely solutions, maintaining positive, professional brand services.
- Worked effectively, calmly and proactively under pressure, especially during time-critical situations.
- Maintained up-to-date knowledge of company products and services to provide accurate information to callers.
- Enhanced caller experience by providing clear, concise information and minimising transfer rates through effective query resolution.
- Conducted follow-up calls to confirm resolution of customer issues, demonstrating commitment to service excellence.
- Updated CRM database with queries, requests and complaints.
Education
Master of Science - Psychology
University of Sunderland
Sunderland , Tyne and Wear10-2024
Bachelor of Science - Guidance and Counselling
Olabisi Onabanjo University
Ago-iwoye, Ogun State, Nigeria 08-2010
Diploma of Higher Education - Mass Communication
Olabisi Onabanjo University
Ago-iwoye Ogun State , Nigeria 03-2006
Skills
- Customer relationship management
- Complaint handling
- Record keeping
- Confidentiality compliance
- Data entry
- Active listening
- Problem solving
- Multi tasking
- Telephone skills
- Team Work
- Strong customer service orientation
- Patient attitude
- Empathy understanding
- Basic computer knowledge
- Written and verbal communication skills
Certification
- Care Standard Certificate. Health Education England, Skill for Care & Skill for Health.
Timeline
Care Assistant
Lansglage Homes (Henrietta House)
10.2025 - 10.2026
Domiciliary Care Assistant
Cera Care Limited
11.2023 - 10.2026
Customer Service Representative
Dora Specialist Hospital
01.2011 - 08.2023
Master of Science - Psychology
University of Sunderland
Bachelor of Science - Guidance and Counselling
Olabisi Onabanjo University
Diploma of Higher Education - Mass Communication
Olabisi Onabanjo University