Fernando Cea Montenegro

Bilingual (English/Spanish) customer service professional with extensive international experience across the UK, Europe, the USA, and South America. Strong background in financial administration, sales, dispute resolution, and customer service operations. A confident and self-motivated team player with a proven track record of delivering high-quality service and building strong relationships with both internal teams and external stakeholders, including energy suppliers.

Highly organised with the ability to prioritise workloads, meet strict deadlines, and support team performance. Proficient in Microsoft Office, particularly Excel and Word, with working knowledge of Access.

Customer Service Advisor - Claire's Head Office

(2017-07 - 2023-12)

• First point of contact for stores and customers across Spain and Spanish-speaking countries
• Managed customer complaints and queries across the UK and international markets
• Processed refunds for faulty and lost orders in collaboration with the Finance team

Deputy Customer Service Manager - Grand Central Birmingham

(2015-09 - 2017-07)

• Developed strong relationships with retailers, security teams, and customers across the retail complex
• Delivered staff training, development, and performance appraisals
• Managed customer and staff complaints, ensuring timely and effective resolution
• Resolved on-site security issues
• Managed financial responsibilities including rent payments and store database administration
• Organised promotional events and centre activities
• Led recruitment processes and onboarding of new staff
• Coordinated team meetings and operational planning

Customer Service Advisor – Disputes Team - Extra Energy

(2014-02 - 2015-09)

• Managed disputes relating to energy meter readings in line with industry regulations
• Liaised with energy suppliers to resolve discrepancies and agree accurate readings
• Applied industry processes including MAP08, SPAA, and biscuit file validation
• Supported colleagues with complex dispute cases and escalation handling
• Delivered coaching and support to new starters during training
• Supervised training groups and supported team development
• Handled escalated customer calls to ensure full resolution

Customer Relations Senior Advisor - Nicocigs Ltd

(2013-04 - 2013-10)

• Managed inbound and outbound customer calls
• Promoted products and consistently met or exceeded sales targets
• Handled customer enquiries and complaints with full ownership
• Maintained accurate customer records and processed account payments

International Telemarketing Executive - GCL Direct

(2008-06 - 2012-08)

• Generated B2B sales leads across UK and Spanish markets
• Worked across sectors including IT, telecommunications, logistics, and professional services

Senior Filing Clerk - Ernst & Young / Williams Lea

(2007-01 - 2008-12)

Administrative Officer (Personnel & Recruitment) - Government Office for the West Midlands

(2002-01 - 2007-12)

Senior Foreign Exchange Advisor - American Express Europe Ltd

(1998-01 - 2002-12)

Head Night Receptionist - Hyatt Regency Birmingham

(1996-01 - 1998-12)

Assistant Gift Shop Manager - Greyhound Leisure Services at Sea - Miami, USA

(1993-01 - 1995-12)

Bartender - Norwegian Cruise Lines - Miami, USA

(1992-01 - 1993-12)

Sales Executive - Europe International Studio - Chile

(1990-01 - 1992-12)

Sales Assistant - Sparta Deportes - Chile

(1988-01 - 1990-12)

GCSE's and A Levels - Haling Manor High School

GCSE's and A Levels - Liceo A-38 Villa Alemana