Damilola Ikpeme

Compassionate and dedicated Residential Support Worker with 4 years of experience providing person-centred care and emotional support to children and young people in residential settings. Skilled in promoting independence, safeguarding, and positive behaviour while maintaining a safe, structured, and nurturing environment. Demonstrates strong communication, teamwork, and resilience when supporting individuals with complex needs, emotional challenges, and daily living activities.

Healthcare Assistant - MOYA COLE HOSPICE - Manchester

(2025-02)

• Deliver compassionate, person-centred care to patients, maintaining professionalism and empathy in sensitive situations.
• Communicate effectively with patients, families, and multidisciplinary teams to ensure high-quality support and clear information flow.
• Record and relay key details accurately, demonstrating strong documentation and attention to detail.
• Remain calm and responsive under pressure, showing emotional intelligence and adaptability.

Out-of-Hours Call Handler - THE LANES GROUP - Eccles

(2024-08 - 2025-01)

• Managed high volumes of inbound emergency and non-emergency calls, resolving customer issues quickly and efficiently.
• Diagnosed and prioritised complex drainage and sewage emergencies, dispatching engineers while keeping customers informed.
• Maintained detailed call records and provided thorough handovers to daytime teams to ensure continuity.
• Escalated technical and urgent issues appropriately while maintaining professionalism and empathy throughout.
• Handled a high volume of critical calls with 100% response compliance and positive feedback from customers and supervisors.
• Improved documentation accuracy, ensuring all handovers were complete and traceable.

Healthcare Assistant - DIVINE MERCY LIMITED

(2022-03 - 2024-08)

• Maintained a clean, safe, and organised environment, ensuring comfort and well-being for patients.
• Assisted with mobility, exercises, and daily activities, supporting independence and recovery.
• Provided empathetic support and guidance, addressing emotional and practical needs.
• Ensured medical equipment was clean and fully functional, promptly reporting any issues to maintain smooth operations.
• Collaborated effectively with team members to deliver coordinated and high-quality care.

Branch Manager - PAYPORTE GLOBAL SYSTEMS LTD - Nigeria

(2016-04 - 2021-12)

• Logged call data in CRM systems and collaborated with internal teams to meet service-level targets.
• Supervised and supported a large customer service team, ensuring complex customer issues and escalations were resolved quickly and professionally.
• Managed high volumes of customer orders, queries, and complaints, maintaining accurate records and ensuring smooth communication between departments.
• Collaborated with IT and sales teams to identify and resolve service-related problems, improving overall customer experience.
• Trained and coached customer service staff on communication, empathy, and problem-solving to maintain high service standards.
• Implemented process improvements and feedback systems that reduced response times and increased customer satisfaction.
• Achieved 98% call quality rating through consistent professionalism and adherence to process.
• Reduced call-handling time by 12% while maintaining customer satisfaction and first-call resolution.

Certificate - Healthcare and social care online/Physical Training (BASIC/ADV) - Interactive Healthcare (2022-01)

MSC - Int. Management (Digital Business) - Teesside University (2022-01 - 2023-05)

BSC - Accounting With Computing - Garden City University College (2010-09 - 2014-06)