Emmanuel Mpendo

Coordinated care plans and daily schedules for individuals with complex mental health and physical needs, using systems thinking to deliver consistent, person-centred care. Used structured documentation to track progress, flag risks, and communicate clearly with multidisciplinary teams while applying safeguarding and de-escalation practices.

Managed all aspects of daily live-in care independently, including medication administration, personal care, and wellbeing monitoring. Maintained accurate records in line with data protection and safeguarding policies and coordinated directly with families and healthcare professionals using clear written and verbal communication.

Led a customer service team and improved First Call Resolution (FCR) through structured problem-solving and real-time coaching. Managed escalations and client complaints, translating complex issues into clear actions, and mentored staff with feedback frameworks to improve performance metrics.

Handled high-volume inbound client enquiries and orders while maintaining high satisfaction through attentive communication and efficient resolution. Identified recurring issues, escalated patterns to improve team-wide service quality, and supported continuous service improvement.

Guided business customers through financial products by building trust through honest communication and proactive follow-up. Supported conversion by clarifying needs and helping customers navigate product options.

Managed insurance claims and complex client complaints within FCA regulatory frameworks, handling sensitive cases with precision and empathy. Interpreted policy coverage to approve or deny claims with full audit compliance and improved QA performance scores from 85% to 102% (highest in the team) through disciplined self-improvement and peer coaching.

Marketed and sold financial products including ISAs, mortgages, credit cards, and insurance while consistently achieving weekly sales targets. Conducted security checks, managed fraud cases, and educated clients on financial products with clarity and professionalism.

BEng Aeronautical Engineering (Hons), covering systems design, structural analysis, and engineering problem-solving under constraints.

Award in Education and Training (adult training and facilitation) at AET Level 3.

Completed the Care Certificate (mandatory training for care staff).

Training in Prevention and Management of Violence and Aggression (PMVA).