Em Ferrandes

I have worked in fast paced customer service roles for 20 years and I am extremely experienced and passionate in handling enquiries and complaints along with providing and excellent customer service at all time. Currently I am looking for a part time job 9am-2:30pm

Senior Customer Service Adviser - Fittleworth medical

(2024-07 - 2026-04)

23 hrs/week

• Respond promptly to customer enquiries via phone, email, or chat.
• Resolve customer complaints with a professional and empathetic approach.
• Collaborate with other departments to ensure customer satisfaction.
• Follow up on customer issues to ensure resolution.
• Maintain a high level of accuracy in all communication and documentation.
• Assist with administrative tasks related to customer service operations.

Customer Service Advisor/Administrator - My Cookie Dough - Remote

(2022-12 - 2025-02)

Remote part time job in customer service and admin managing customers enquiries and orders via email and inhouse systems.(Zendesk)

• Monthly performance/customer satisfaction reporting
• Complaint handling and complaint log file and reporting

Customer Service Consultant - BUPA GLOBAL Health Insurance - Victory House, Trafalgar Place-Brighton

(2014-01 - 2022-06)

13/01/2014-June 2023

• Complaint handling
• Deal enquiries via telephone, email and written correspondence in English and Italian
• Live chats
• Case management
• Translator from Spanish and Italian into English - I translate medical reports, medical documents, pre-authorizations, claims on a daily basis respecting a turn around time of 48 hours.
• Excellent customer service provided - my quality is 100% on emails and telephone calls
• Ability to work under pressure at any time
• Great time keeping skills

Customer Service Consultant - HGS / Unilever - London

(2012-10 - 2013-12)

Unilever owns brands such as Marmite, Hellmann's, Dove and Wall's ect.), Chiswick, London 10/2012 - 12/2013

• Deal with complaints/enquiries via telephone, email and written correspondence.
• Fast-paced environment where I have to reach high quality scores as well as a certain number of contacts per hour.
• Quality is based on a 2 point minimum score up to 4 points which is the maximum we can achieve.
• Three times a year involved in Mystery Shopping month, last wave I have received 10 enquiry calls valued from Mystery shoppers of which 8 calls reached a score of 4 points and 2 calls were on 3.5 while my overall score on the floor valued from our Quality Control team has been 3.33
• Average contacts per hour (telephone, email & correspondence) 11-13
• Call log is around 93%
• Email/letter cases only: 20-25 per hour
• Mainly telephone based role and if I only deal with telephone calls I would average 60-70 calls per day

Customer service agent - Sanctuary Luxury Spa - London, UK

(2012-01 - 2012-08)

Check in and check out guests

• Booking packages, spa day
• Selling treatments
• Gift vouchers and products exceeding sales targets
• Cash handling
• Spa tour
• Provide information
• Handle emails and phone calls
• Administration and office tasks,
• Hostessing
• Deal with skin spa guests and bookings, cashing up
• Be ambassador of the luxury spa.

Hotel Receptionist/ Bilingual Italian/English Customer Service Assistant - 1 Lexham Gardens Hotel - London, UK

(2011-04 - 2011-12)

• Check in and check out procedures
• Satisfy guests needs
• Problem solving
• Selling tours and trips in town
• Taking booking
• Answering the phone
• Invoicing.

Passenger Service Agent / KLM AirFrance Supervisor / Italian/English - Bologna Airport Services - Bologna International Airport, Italy 05/2007-03/2011

(2007-05 - 2011-03)

• Check-in and boarding procedures
• Manage different passenger's needs
• Check carefully passports, visas
• Personal documents in general
• Scheduled independently ordinary and special procedures during the check-in and the boarding time in a fast and timely manner

Hotel Receptionist - Bologna Airport Services - Birmingham, UK

(2008-10 - 2009-03)

Travel Agent / part-time job - Bologna Airport Services

(2007-11 - 2008)

Booking (flights, hotels, insurances and tour operators )

• Administration
• Consumer help desk.

Front of the House - Hospitality Assistant - Best Western City Hotel (Hospitality) - Bologna

(2006-05 - 2006-05)

Welcome customers

• Check-in guests
• Check-out procedures
• Administration, invoicing, cashing up
• I have developed problem solving skills managing often the 92 hotel's rooms alone.

Bachelor - Business in tourism sector - Ferrara University (1999 - 2005)