Summary
Overview
Work History
Education
Skills
Timeline
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Oluwagbotemi Makanjuola Job

Nottingham

Summary

Dynamic mental health support worker at Elysium Healthcare Limited, skilled in team leadership and analytical decision-making. Successfully de-escalated high-pressure situations and implemented care plans, enhancing patient well-being. Proven ability to train staff and optimize processes, contributing to improved service delivery and compliance with regulatory standards.

Overview

6
6
years of professional experience

Work History

Mental Health Support Worker

Elysium Healthcare Limited
01.2022 - Current
  • Provided tailored emotional and practical support to individuals with mental health needs, adapting communication styles to diverse situations.
  • De-escalated high-pressure situations, implemented care plans, and coordinated with multidisciplinary teams to ensure patient safety and well-being.
  • Maintained accurate records of patient progress, adhering to strict confidentiality and regulatory standards (e.g., GDPR, CQC).
  • Supported new staff members in understanding care protocols and best practices.

Consultant Customer Support Manager

World Humanitarian Organization, Peace & Equity
07.2021 - Current
  • Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
  • Collaborated with teams to define, strategize, and implement marketing and web strategies.
  • Audit Support Operations: Analyze existing workflows, tools, and team performance to identify inefficiencies.
  • Design Solutions: Recommend and implement changes (e.g., CRM upgrades, self-service portals, staffing models).
  • Train Teams: Upskill staff on best practices, tools, or new processes.
  • Lead Transitions: Manage the rollout of new systems (e.g., Zendesk, AI chatbots) or geographic expansions.
  • Report to Stakeholders: Provide data-driven insights to executives on ROI, customer satisfaction (CSAT/NPS), and cost savings.

Customer Support Manager

First Bank of Nigeria
01.2020 - 10.2021
  • Completed performance evaluations and rectified issues to service clients and more effectively meet KPIs.
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.
  • Monitored employee performance to identify areas for improvement and additional training needs.
  • Discovered and resolved complex customer issues to reduce negative impact on business outcomes.
  • Conducted progress and development meetings with support staff to enforce updates to company goals and policies.
  • Assessed reports, monitored calls, and analyzed vendor relationships to identify process improvement opportunities.
  • Solved database and pricing issues to reduce company expenditures by 12% annually.

Cooperate Social Responsibility Coordinator

First Technical University
01.2019 - 10.2021
  • Partner with the Senior Customer Support Manager to ensure customer service practices align with the company’s CSR values (e.g., inclusivity, accessibility, environmental sustainability). Example: Develop training programs for support teams on ethical communication, data privacy, and sustainability messaging.
  • Collaborate to reduce the environmental footprint of customer support operations (e.g., transitioning to paperless processes, optimizing energy use in call centers). Track and report metrics like carbon savings from digital-first support channels (e.g., chatbots, email vs. phone).
  • Use customer support insights (e.g., recurring complaints, suggestions) to shape CSR initiatives. Example: Launch a customer-driven CSR program (e.g., planting trees for every positive feedback survey submitted).
  • Work with the Senior Customer Support Manager to gather data on how CSR initiatives impact customer satisfaction (e.g., surveys on eco-friendly packaging or ethical sourcing). Publish annual reports highlighting CSR contributions tied to customer support efforts.
  • Advise customer support teams on handling CSR-related crises (e.g., backlash over supply chain ethics, data breaches). Ensure support scripts and responses comply with CSR policies (e.g., avoiding greenwashing claims).
  • Coordinate volunteer opportunities for customer support teams (e.g., organizing tech literacy workshops for underserved communities). Highlight CSR achievements in internal communications to boost team morale and brand loyalty.
  • Ensure support services are accessible to diverse populations (e.g., multilingual support, ADA-compliant platforms). Partner with the Senior Customer Support Manager to audit and improve accessibility metrics.
  • Collaborate to communicate CSR initiatives to customers via support channels (e.g., email signatures, chatbot prompts). Example: Train agents to explain how the company’s recycling program works during product-return interactions.

Education

Master of Science - Crisis And Disaster Management

University of Lincoln
Lincoln
09-2022

Master of Arts - Tourism And Development

University of Ibadan
Ibadan, Nigeria
01-2021

Bachelor of Science - Sociology

Kogi State University
Anyigba, Kogi State
10-2015

Skills

  • Team leadership
  • Customer service proficiency
  • Analytical decision-making
  • Process optimization
  • Effective communication
  • Technical expertise
  • International perspective
  • Analytical problem solving
  • Logical problem resolution
  • Adaptability in dynamic environments
  • Training program development

Timeline

Mental Health Support Worker

Elysium Healthcare Limited
01.2022 - Current

Consultant Customer Support Manager

World Humanitarian Organization, Peace & Equity
07.2021 - Current

Customer Support Manager

First Bank of Nigeria
01.2020 - 10.2021

Cooperate Social Responsibility Coordinator

First Technical University
01.2019 - 10.2021

Master of Science - Crisis And Disaster Management

University of Lincoln

Master of Arts - Tourism And Development

University of Ibadan

Bachelor of Science - Sociology

Kogi State University

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Oluwagbotemi Makanjuola Job