BUKOLA ATUNBI

Customer Service and Administrative Professional

Customer Experience and Operations Specialist with a proven track record in high-capacity contact management, multi-stakeholder liaison, and end-to-end problem resolution. Leverages advanced digital systems proficiency and rigorous data governance to optimize service delivery. Adept at managing sensitive, business-critical communications while maintaining strict compliance, accuracy, and brand reputation.

Glasgow, UK
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Language
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Skills
Work Experience
Call Handler, 111 Service Delivery
NHS 24, Scotland
Apr 2026 — Present
  • Serve as an initial point of contact for patients, carers and relatives, clarifying needs and directing each call towards appropriate assistance
  • Apply active listening and clear communication to obtain relevant information while protecting patient confidentiality
  • Search and update electronic patient records, verifying demographic details and maintaining accurate, complete information to support continuity of care
  • Apply NHS 24 protocols, procedures and legislative requirements consistently, supporting safe and properly documented patient journeys
  • Recognise calls that may require an immediate emergency response and initiate appropriate referral to the Scottish Ambulance Service in line with established procedures
  • Use the Patient Contact Management system to document and progress calls, preparing cases for internal or external transfer and callback
Customer Assistant
Marks & Spencer, Glasgow
May 2024 — Apr 2025
  • Deliver customer service in a busy retail setting, responding to enquiries and resolving concerns promptly to support a positive customer experience
  • Use active listening and targeted questions to identify customer needs and provide relevant, practical solutions
  • Process transactions, refunds and adjustments accurately in line with procedures, reducing avoidable errors through careful attention to detail
  • Use digital systems responsibly to process transactions and customer information, maintaining discretion and confidentiality
  • Work with colleagues to meet changing daily priorities and uphold service standards during busy periods
  • Communicate respectfully with customers from varied backgrounds and escalate issues appropriately when additional support is needed
Customer Relations Lead
Lahmi Elesho, Nigeria
Nov 2018 — Dec 2023
  • Handled customer enquiries and escalations by telephone and email, taking ownership as a key contact and ensuring appropriate follow-up
  • Strengthened customer relationships through responsive communication, clear updates and practical resolution of concerns
  • Maintained CRM records and documented customer details, actions and outcomes, improving traceability and continuity in customer support
  • Introduced feedback and complaint-resolution processes associated with a reported 35% reduction in recurring complaints
  • Coordinated communication between customers and internal stakeholders to move issues forward and support timely service delivery
Personal Assistant to the Attorney General & Commissioner for Justice
Ekiti State Government, Nigeria
Jan 2016 — Oct 2018
  • Managed incoming calls and public enquiries, established the purpose of requests and directed them to the appropriate official or team
  • Prepared correspondence, coordinated appointments and maintained records to support organised diary management and administrative delivery
  • Documented case-related interactions and organised digital records to keep information accurate and accessible
  • Liaised with stakeholders and members of the public, gathered relevant details and communicated guidance while protecting confidential information
  • Tracked and followed up enquiries and administrative actions, helping maintain continuity and timely responses in a public-sector office
Skills
Active ListeningInformation GovernanceStakeholder LiaisonDigital SystemsComplaint ResolutionWorkload PrioritisationProcedure ComplianceProcedure Compliance & Attention to DetailCustomer Engagement
Education
Bachelor of Arts, Communication & Language Arts
University of Ibadan, Nigeria
MSc, International Business Management
Glasgow Caledonian University, Glasgow, UK
Distinction
BA (Hons), Communication & Language Arts
University of Ibadan, Nigeria
Upper Second Class (2:1)
Languages
English
Native
AWARD
Dean’s Award for Top Performing Student, MSc International Business Management
Glasgow Caledonian University
2025
References available upon request.
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