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  "basics": {
    "name": "BUKOLA ATUNBI",
    "label": "Customer Service and Administrative Professional",
    "summary": "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.",
    "location": "Glasgow, UK"
  },
  "work": [
    {
      "company": "NHS 24, Scotland",
      "position": "Call Handler, 111 Service Delivery",
      "startDate": "2026-04",
      "current": true,
      "highlights": [
        "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"
      ]
    },
    {
      "company": "Marks & Spencer, Glasgow",
      "position": "Customer Assistant",
      "startDate": "2024-05",
      "endDate": "2025-04",
      "highlights": [
        "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"
      ]
    },
    {
      "company": "Lahmi Elesho, Nigeria",
      "position": "Customer Relations Lead",
      "startDate": "2018-11",
      "endDate": "2023-12",
      "highlights": [
        "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"
      ]
    },
    {
      "company": "Ekiti State Government, Nigeria",
      "position": "Personal Assistant to the Attorney General & Commissioner for Justice",
      "startDate": "2016-01",
      "endDate": "2018-10",
      "highlights": [
        "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"
      ]
    }
  ],
  "education": [
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      "institution": "",
      "degree": "",
      "highlights": []
    },
    {
      "institution": "University of Ibadan, Nigeria",
      "degree": "Bachelor of Arts",
      "field": "Communication & Language Arts",
      "endDate": "2015"
    },
    {
      "institution": "Glasgow Caledonian University, Glasgow, UK",
      "degree": "MSc",
      "field": "International Business Management",
      "endDate": "2025",
      "score": "Distinction"
    },
    {
      "institution": "University of Ibadan, Nigeria",
      "degree": "BA (Hons)",
      "field": "Communication & Language Arts",
      "endDate": "2015",
      "score": "Upper Second Class (2:1)"
    }
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    {
      "title": "Dean’s Award for Top Performing Student, MSc International Business Management",
      "date": "2025",
      "awarder": "Glasgow Caledonian University"
    }
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    "yearsOfExperience": 0,
    "seniority": "lead",
    "highestEducation": "Bachelor's"
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