Agnes Kamara

Dedicated and highly motivated customer service and healthcare professional with extensive experience delivering exceptional service within healthcare, care, and customer-focused environments. Skilled in handling high-volume inbound and outbound calls, resolving customer queries and complaints, building strong client relationships, and providing compassionate support to individuals from diverse backgrounds. Possesses excellent communication, problem-solving, and organisational skills developed through experience in customer service, healthcare, and care support roles.

Adept at working in fast-paced environments, managing sensitive conversations with professionalism and empathy, maintaining accurate records, and consistently meeting performance targets. Committed to delivering outstanding customer experiences while ensuring high standards of service and compliance.

Customer Service Advisor - Concentrix

(2026-05)

• Handle high volumes of inbound and outbound customer calls while delivering exceptional customer service.
• Support customers with account enquiries, service requests, billing issues, and complaint resolution.
• Build strong customer relationships through effective communication, active listening, and empathy.
• Investigate and resolve customer concerns efficiently while adhering to company policies and procedures.
• Maintain accurate customer records and update CRM systems with detailed case information.
• Meet individual and team performance targets relating to quality, productivity, and customer satisfaction.
• Escalate complex issues where appropriate and ensure timely resolution.
• Contribute to continuous improvement initiatives aimed at enhancing customer experience.

Customer Service Representative (HMPO Contract) - Teleperformance UK

(2023-03 - 2023-07)

• Managed high volumes of inbound and outbound customer enquiries on behalf of Her Majesty's Passport Office.
• Provided accurate guidance regarding passport applications, renewals, and supporting documentation.
• Used effective questioning techniques to identify customer needs and provide suitable solutions.
• Handled customer complaints professionally while maintaining service quality standards.
• Maintained confidentiality and compliance when handling sensitive personal information.
• Achieved daily performance targets and service level agreements.
• Updated customer information accurately using internal systems and databases.

Support Worker - Florence Flex - Birmingham

(2021-09 - 2023-08)

• Delivered high-quality care and support to vulnerable individuals in residential and community settings.
• Assisted service users with personal care, daily living activities, and emotional support.
• Developed positive relationships with service users, families, and healthcare professionals.
• Managed challenging situations calmly while maintaining dignity and respect for individuals.
• Administered care in line with safeguarding, health and safety, and care plans.
• Maintained accurate documentation and records in accordance with regulatory standards.
• Worked collaboratively within multidisciplinary teams to achieve positive outcomes.

Healthcare Assistant / Clinical Placement Experience - Royal Orthopaedic Hospital & NHS Placements

(2019-04 - 2023-10)

• Supported patients throughout their healthcare journey, providing compassionate and person-centred care.
• Assisted nursing and healthcare teams with patient assessments, monitoring, and clinical procedures.
• Communicated effectively with patients and relatives to provide reassurance and support.
• Maintained accurate patient records and adhered to confidentiality requirements.
• Assisted with mobility support, personal care, observations, and infection control procedures.
• Worked effectively within multidisciplinary teams to ensure safe and effective patient care.
• Demonstrated professionalism and adaptability within busy clinical environments.

Student Nurse - Queen Elizabeth Hospital - Birmingham

(2021-03 - 2021-08)

• Assisted registered nurses in delivering safe and effective patient care.
• Supported care planning, risk assessments, and patient documentation.
• Monitored patient wellbeing and reported concerns appropriately.
• Developed strong communication and interpersonal skills through direct patient interaction.
• Assisted patients with personal care while maintaining dignity and independence.
• Demonstrated professionalism and adherence to NHS standards and procedures.

Private Home Care Assistant - Private Client

(2020-01 - 2020-09)

• Provided one-to-one care and support for a wheelchair-bound client within their home.
• Assisted with personal care, medication support, meal preparation, and mobility assistance.
• Promoted independence while ensuring safety and wellbeing.
• Built a trusting and supportive relationship through compassionate and reliable care.
• Maintained a safe, clean, and comfortable home environment.

Barista - Costa Coffee - London

(2016-06 - 2016-08)

• Delivered excellent customer service within a busy retail environment.
• Prepared beverages and food products to company standards.
• Handled cash transactions and operated point-of-sale systems.
• Responded to customer enquiries and resolved complaints professionally.
• Worked efficiently during busy periods while maintaining service quality.
• Contributed to maintaining a clean, welcoming, and organised environment.

BSc (Hons) - Adult Nursing - Birmingham City University (2020-09 - 2023-09)

Business Administration & Law - Haringey Sixth Form College (2016-09 - 2019-09)