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Work Background
First AdvantageTeam Leader Operations
Jan. 2022Colchester, England, United KingdomIn my current role as a Team Leader, I streamline workflow by overseeing daily work production and flow. I evaluate weekly, monthly, and quarterly achievements by maintaining performance records in an accurate and efficient manner. I optimize team's achievement of goals by providing effective recommendations to manager. I also identify and implement process improvements by driving team. I perform multiple activities, such as monitoring agent daily performance for trends and issues, identifying and resolving complex issues, and delivering performance feedback to team. I improve quality and productivity by coaching and supervising employees. I ensure high levels of satisfaction by delivering support to valued clients and candidates. In this role, I maintain up-to-date knowledge of product and service offerings to provide effective suggestions to customers. I improve relationships between FADV and clients by collaborating with team. I also act as liaison between customers and company's multiple departments. I create customer and productivity reports for team leaders and managers. The key achievements for this role have been:
- Promoted from Customer Care Agent to Senior Customer Care Agent to Lead Quality Analyst.
- Optimised team productivity by up to 15% and quality by up to 3%.
- Provided remarkable support to managers in training new hires by utilising PowerPoint presentations.
- Conducted CSATs and quality audit on new hires; assist new hires in improving performance/work quality.
First AdvantageLead Quality Auditor
Jun. 2021 - Apr. 2022Colchester, England, United Kingdom
First AdvantageSenior Customer Service Associate
Apr. 2019 - Jun. 2021Colchester, Essex, United Kingdom
First AdvantageCustomer Care Representative
Oct. 2016 - Apr. 2019Colchester, United Kingdom
Rodizio PretoWaitress
Jul. 2016 - Dec. 2016Colchester, United KingdomIn this role, I have improved efficiency by collaborating with other servers. I have carried out various day-to-day tasks, such as welcoming and greeting customers, presenting menu, answering questions, and providing effective menu recommendations.
Please find below the key contributions for this role:
- Provided best-in-class services to customers for high levels of satisfaction and retention.
- Delivered exceptional assistance to manager in organising floor and handling difficult clients.
- Identified and resolved critical issues in a professional manner.
Blog Enjoy with MariEditor
May. 2015 - Sep. 2017Colchester, United Kingdom- Conduct research to obtain factual information and authentic detail
- Choose subject matter that interests readers
- Manage the blog community by moderating and responding to comments.
- Answer emails on behalf of the blog.
- Perform blog maintenance activities such as updating plugins.
- Write content for the blog.
- Analyze web analytics data to gauge content performance.
- Manage subscriptions, syndication, and email newsletters.
A Melhor Alimentação e Eventos LTDA-MEDeputy General Manager
Jan. 2012 - May. 2015Santo André, São Paulo, BrazilDuring this tenure, I have ensured high levels of performance by recruiting and training new employees. I have maintained high-quality standards, managed cost and expenditure, oversaw logistics of deliveries, and created reports on stocktaking and profit. I have provided work feedback and delivered instructions by engaging in meetings. I have formulated presentations on company growth and presented them to owners.
The key achievements for this role have been:
- Enabled smooth running of workflow by spearheading two different shops with their stock and employees.
- Coordinated and implemented effective business processes with keen focus on optimizing efficiency.
The Queens Head Pub PiccadillyBarmaid
Oct. 2010 - Sep. 2011London, United KingdomIn this role, I have provided exceptional administrative support to streamline day-to-day activities. I have resolved complex queries and maintained a calm attitude across challenging situations. I also have prioritized activities and managed complex workloads in fast-paced environment.
Please find below the key contributions for this role:
- Developed and sustained professional relationships at all levels.
- Coordinated and implemented strategic planning to drive operational excellence.
The Caledonian ClubWaitress
Oct. 2009 - Oct. 2010London, United Kingdom- Great guests and make them feel comfortable.
- Take beverage and food orders.
- Deliver beverages and food in a timely manner.
- Check-in with guests to ensure that everything is going well.
- Clear dirty dishes from table.
- Refill beverages throughout the meal.
- Work with other servers and be a team player.
Di Fatto Central de ComunicaçãoPublic Relations Intern
Feb. 2008 - Aug. 2008São Paulo Area, Brazil- dealing and interviewing the client
- writing and producing presentations and press releases
- organising promotional events such as press conferences, open days, exhibitions, tours and visits
- analysing media coverage
- designing, writing and/or producing presentations, press releases, articles, leaflets, actualizing blogs, reports, publicity brochures, information for web sites
- following up with media
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