WILSON OSUAGWU

Streamlined email responses to improve response time.

• Handled inquiries via phone, email, and social media to provide consistent customer service.
• Escalated complex issues in line with internal best practices for swift resolution.
• Adhered strictly to policies and procedures for continued company compliance.
• Logged customer communications for complete service records.
• Entered, updated and removed customer information to keep accounts current.
• Processed high-value payments with meticulous accuracy.
• Employed active listening and product expertise to successfully resolve inbound queries.
• Processed inbound customer calls, providing information on service or product upgrades
• Tracked orders and processed refunds for new and existing customers.
• Effectively handled customer complaints within 10 minute call time target.
• Reduced complaints by 80% by identifying and implementing new ways to improve customer experience.

• Delivered personalised care to residents, supporting daily living activities.
• Prepared meals and monitored nutritional intake.
• Ensured safe living conditions and maintained confidentiality.
• Assisted with mobility using hoists, wheelchairs, and safe-handling techniques.
• Provided emotional support to patients and their families during difficult times.
• Monitored client health conditions and reported immediate issues to manager.
• Provided personalised care and support to vulnerable individuals, helping them retain maximum independence.
• Recorded clinical observations in electronic health record and reported observed changes to senior clinical staff.
• Collaborated with nurses to provide comprehensive patient care, ensuring a smooth recovery path.

• Managed high-volume inbound calls, ensuring quick and accurate issue resolution.
• Guided customers through troubleshooting with clarity and patience.
• Resolved complex and sensitive enquiries while maintaining professionalism.
• Built rapport with aggrieved customers through calm, empathetic communication.
• Logged complaints and interactions accurately to support follow-up actions.
• Managed complex customer issues to successful resolution.
• Transferred customer calls to respective department or personnel to address specific issues.
• Successfully handled complex customer enquiries, such as Payments and underpayments following structured scripts and criteria to achieve optimal resolution.

• Assisted patients with feeding, grooming, bathing, and mobility.
• Provided emotional support and companionship to enhance wellbeing.
• Responded appropriately to safeguarding concerns and emergencies.
• Transported clients safely to medical appointments.
• Completed progress reports and regular check-ins.
• Enhanced patient comfort by promptly responding to requests or concerns.
• Collaborated efficiently with multidisciplinary teams for optimal patient care planning.
• Helped organise engaging recreational activities to enhance the social skills of patients.
• Improved hygiene standards by assisting clients with personal grooming needs like bathing and dressing up.

• Managed property and land documentation with accuracy.
• Prepared and enforced lease agreements.
• Organised calendars, travel schedules, and office communications.
• Generated reports to support process improvements.
• Ensured smooth office operations through effective coordination.
• Improved record keeping system with attention to detail and thoroughness.
• Answered inbound phone calls, resulting in excellent customer service provided to clients.
• Handled sensitive information discreetly, maintaining confidentiality at all times as required by protocol.