Winnie Ebunobi

Empathetic and strategic professional with a strong background in customer vulnerability management, safeguarding, and stakeholder engagement within highly regulated environments. Recognised for exceptional performance in supporting extremely vulnerable customers at Santander UK and for leading wellbeing initiatives that foster inclusivity and resilience. A Qualsafe Level 3 Award in Mental Health First Aid in the Workplace (RQF), and active member of the Wellbeing Team at Santander UK, deeply passionate about mental health awareness, diversity, and inclusion.

Skilled in developing, embedding, and monitoring customer vulnerability strategies that align with regulatory standards and best practice. Adept at influencing culture change, supporting colleagues, and building collaborative networks to protect and empower customers.

Customer Support/Patient Services Representative - Clinical Partners

(2026-04)

• Being the first point of contact for patients, families, and other stakeholders via phone, email, and online channels.
• Providing empathetic, professional, and prompt support to people seeking mental health and neurodevelopment services.
• Managing appointments, referrals, and enquiries while ensuring a positive customer experience.
• Coordinating with clinicians and internal teams to ensure patients receive the right information and support.
• Maintaining correct records and handling confidential information in line with data protection and safeguarding requirements.
• Resolving customer issues efficiently and escalating complex cases when necessary.
• Supporting operational processes to ensure services run smoothly and meet quality standards.
• Contributing to continuous improvement by identifying recurring issues and suggesting better ways of working.
• Demonstrating strong communication, organisation, and problem-solving skills in a fast-paced healthcare environment.
• Delivering compassionate, person-centred service while balancing clinical priorities with excellent customer care.

Customer Service Advisor - Santander UK

(2024-03 - 2026-04)

• Recognised for exceptional call performance in handling extremely vulnerable customers, demonstrating empathy, patience, and effective safeguarding actions.
• Active member of the Wellbeing and Inclusion Team, leading initiatives that promote mental health awareness and emotional wellbeing across the workplace.
• Applies Mental Health First Aid skills to identify and de-escalate challenging situations, ensuring customers receive appropriate support or referrals.
• Collaborates with compliance and operations teams to ensure vulnerable customer processes align with internal policies and external regulatory frameworks.
• Provides feedback to leadership on customer safeguarding improvements, influencing cultural change and policy development.
• Contributed to operational process enhancements improving customer satisfaction and safeguarding standards.

Business Analyst Intern / Solutions Specialist - Platinum M3dia - London

(2022-11 - 2023-06)

• Supported policy and process documentation to improve operational standards and accountability.
• Conducted workshops and interviews to identify gaps in customer experience processes and proposed safeguarding-aligned solutions.
• Created dashboards and reports highlighting service quality trends, supporting leadership decision-making around customer impact.
• Fostered collaboration across departments to deliver improved process consistency and compliance.

Junior Business Analyst - Adfidia Limited

(2021-01 - 2022-08)

• Mapped AS-IS and TO-BE processes to enhance service delivery and data protection practices.
• Supported rollout of new digital solutions with focus on accessibility and customer support for diverse user groups.
• Partnered with stakeholders to review process gaps affecting customer experience and recommended inclusive improvements.
• Delivered workshops and training to improve employee awareness of process accountability and customer sensitivity.

MSc - Management (2023)

BSc - Economics (2015)