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Work Background
Bill SquiresClient Services Coordinator
Jul. 2024Leeds, England, United Kingdom
Conquistando FronteirasEnglish Language Teacher
Sep. 2021 - Jun. 2024Leeds, England, United KingdomI founded an English as a Second Language school specifically for Portuguese speakers, where I offer both individual and group lessons tailored to mature students. I am responsible for designing the entire teaching program, developing effective learning strategies, and managing all administrative aspects of the company.
Collinson GroupAccount Manager
Nov. 2017 - Jan. 2021London, United Kingdom
CollinsonOperations Executive, Lifestyle Benefits
Nov. 2016 - Nov. 2017London, United KingdomCollinson is a global leader in airport lounge program management. In my role, I am responsible for building, developing, and maintaining B2B relationships, overseeing digital deal implementations, and managing the day-to-day operations of various accounts. I support successful client relationship management by identifying, investigating, and resolving issues, as well as troubleshooting problems for designated accounts. I proactively anticipate, understand, and respond to challenges that may impact the operations of key accounts. My responsibilities include acquiring, maintaining, and documenting expert-level knowledge of operational systems, contractual agreements, and financial aspects of B2B accounts to ensure seamless daily operations. I maintain a strong awareness of best practice business processes and ensure full compliance with contractual requirements. I also support the Management Team by providing detailed information on B2B accounts and ensuring adherence to SLAs in high-pressure environments. Additionally, I create, produce, and analyse meaningful account information, management information (MI), and reports. My role also involves invoice reconciliation, ensuring financial accuracy and accountability.
InterrOperations Supervisor
Mar. 2016 - Aug. 2016London, United KingdomAs an Operations Supervisor, I was responsible for scheduling and managing approximately 300 employees and overseeing more than 70 clients in a fast-paced office environment. In addition to leading the Operations Supervisors and contributing to business growth, I provided effective and professional insights that positively impacted the company's progression and success through project creation. My duties included managing the high-end retail division, where I continually developed and motivated various teams of security officers and supervisors. Additionally, I supported the finance department daily with tasks such as purchase orders and invoice processing.
West Unified Communications ServicesWorkforce Management Specialist EMEA
Oct. 2014 - Jan. 2016Croydon, United KingdomAs a Real-Time Manager, I analysed call flows, administration queues, and workflows in a customer service environment. I monitored customer service agents and made real-time adjustments based on business demands. My responsibilities included creating and providing reports on failing service levels, shrinkage, and adherence, as well as presenting suggestions and recommendations to senior managers to enhance the operations team and meet client expectations. I assisted in forecasting and planning for both near-term and long-term future needs, optimizing available resources, and creating monthly rotations and daily workflow allocations. Initially, I worked with Excel and Avaya for five months before introducing and training the team on the Teleopti with Avaya system. This involved creating reports and setting up all rules to best utilize the program. I collaborated closely with the forecasting and planning teams to organize schedules and shifts based on historical data.
InterCallConference Coordinator
Dec. 2013 - Sep. 2014Croydon, United KingdomConference Coordinator in Portuguese, English and Spanish – Conference customer service, dealing with e-mails, answering the phone, find solution for queries, creating accounts for new customers, booking conferences. This role demands a lot of attention to detail, to be very organized and know all the procedures to give the best customer support.
Opia LtdCostumer Service Agent
Oct. 2012 - Oct. 2013Customer Service Agent in Portuguese, English and Spanish – Promotional customer service, dealing with e-mails, answering the phone, find solution for queries, send and receive documents, translate and try to find the best solution for the customer’s request.
Smoke StackBusiness Assistant
Mar. 2010 - Aug. 2012Barcelona Area, SpainBusiness Assistant – Main point of contact for key client accounts, responsible for contacting distributers (wholesale), transacting all the international purchases, including transport, prices, amount and payment details. Organized all the directors’ schedule and diaries, administering of business data base of sales, customers and distributers. Responsible for all translations in writing and person (staff and management predominantly English speaking), dealt with all utility bill requests for the office.
Infinity Officing NetworkReceptionist
May. 2008 - Dec. 2008Bilingual business administration assistantResponsible for managing calls and providing secretarial/receptionist duties for approximately 70 Portuguese, Spanish and English businesses. Included handling incoming business calls and routing as required, managing diary appointment requests and forwarding mail.
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