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.
