Audre Faleu

Dedicated professional with extensive experience in customer support and client relations across diverse sectors. Skilled in resolving complex enquiries, managing sensitive data, and negotiating fair outcomes with empathy. Committed to delivering high-quality service, improving operational efficiency, and ensuring positive experiences for all stakeholders.

Energy Specialist - Epeople Financials Solutions - Glasgow

(2026-06)

• Handling inbound and outbound calls and written communications with empathy and professionalism
• Working proactively to manage and reduce customer arrears
• Agreeing fair and affordable repayment arrangements in line with regulatory standards
• Identifying potential vulnerability or financial hardship and responding appropriately
• Accurately recording all customer interactions
• Placed the customer in a arrangement plan based on their financial circumstances
• Raised and resolved complaints accurately
• Negotiating payments and payment plans
• Support the customer with relevant charity systems

Order Placement & Management Team Member - Blue Arrow Agency (BT Group) - Glasgow

(2026-01 - 2025-03)

• Managed assigned tasks to meet targets while keeping workflows efficient and on schedule.
• Coordinated order processing across FAST, Siebel, and OCS to ensure timely order fulfillment.
• Maintained accurate job notes and tracking records in Excel to support reporting and audits.
• Monitored delivery performance and applied corrective actions to restore required service levels.
• Resolved customer complaints and escalations through to closure to preserve satisfaction.
• Conducted root cause analysis and implemented improvement plans to reduce recurring issues.
• Communicated with internal and external stakeholders to align priorities and actions.
• Built positive relationships with customers and suppliers to improve collaboration and outcomes.

Front of House Temporary - Zizi's Italian Restaurant - Glasgow

(2024-12 - 2025-02)

• Assisted customers by answering queries by phone, producing measurable improvements in case resolution speed.
• Greeted guests courteously and managed seating to maintain steady service flow and improve guest satisfaction.
• Took precise orders and prepared menu items and beverages to ensure timely table turnover and consistent quality.
• Maintained a clean, organized dining area and reduced reset time between guests for smoother operations.
• Handled cash and card transactions accurately and reconciled payments to minimize discrepancies.
• Resolved customer concerns promptly to secure satisfaction and encourage repeat visits.

Customer Service Advisor - HMRC

(2024-07 - 2024-12)

• Provided high-quality inbound call support, resolving customer enquiries promptly and professionally with measurable case improvements.
• Performed administrative duties alongside call handling to maintain accurate case records and ensure continuous workflow efficiency.
• Updated HMRC systems and managed sensitive customer data with strict confidentiality and high accuracy.

Temporary Client Advisor - Social Security Scotland

(2023-11 - 2024-03)

• Provided clear benefit and application guidance to clients via inbound and outbound calls, improving first-contact resolution and client satisfaction.
• Responded to client inquiries through web chat, email, and face-to-face meetings, delivering timely, understandable guidance.
• Processed client applications accurately and quickly to ensure cases progressed without unnecessary delays.
• Maintained comprehensive case records and documentation to support consistent case management and reliable audit trails.
• Drafted professional client correspondence explaining decisions and next steps, reducing follow-up queries and confusion.
• Managed sensitive client interactions with clear, policy-led guidance, ensuring fair outcomes and maintaining public trust in service delivery.

Candidate Advice Line - Scottish Qualification Authority

(2023-07 - 2023-09)

• Provided telephone and written candidate guidance, resolving enquiries promptly and delivering measurable improvements in satisfaction.
• Advocated for improved interdepartmental information flows, accelerating case resolution and strengthening candidate confidence in the certification process.
• Recorded precise case notes and tracked candidate interactions to support accurate follow-up and evidence-based resolution of eligibility questions.

Customer Service Assistant - Margaret Hodge Recruitment Agency

(2019-07 - 2022-08)

• Managed high-volume kiosk operations during events, ensuring timely service and operational continuity.
• Delivered professional customer service and resolved attendee inquiries to improve event satisfaction.
• Monitored inventory levels and conducted accurate till operations while maintaining hygienic kiosk conditions.
• Executed cash handling and end-of-shift reconciliation to ensure accurate balances and support audit readiness.
• Resolved customer complaints with tailored solutions and follow-up to strengthen repeat patronage and positive feedback.

Student Healthcare Support - Queen Elizabeth Hospital

(2021-03 - 2022-07)

• Assisted registered nurses with personal care tasks, improving patient comfort and daily routine efficiency and documenting care activities.
• Supported patients' nutritional needs and rehabilitation activities, contributing to measurable recovery progress and adherence to care plans.
• Maintained a safe, comfortable environment through regular safety checks and timely issue resolution, ensuring consistent patient wellbeing.
• Enforced hospital safety protocols during shifts and coordinated incident reporting, ensuring compliance and contributing to a safer care environment.
• Facilitated efficient meal and mobility assistance during high-demand periods, reducing delays in routine care and sustaining patient dignity.

HNC Dental Nursing - Dental Nursing - North Lanarkshire College Coatbridge (2024-08 - 2025-08)

SCVQF Level 7 - Social Science - Glasgow City College (2021-09 - 2023-02)

SQA Qualifications - General - St Peter the Apostle High School (2019-05 - 2020-08)

SQA Qualification - General - St Peter the Apostle High School (2014-08 - 2018-08)