Nádia Mendes

Operationally strong professional with experience supporting high‑pressure environments through precise documentation handling, structured reporting and consistent compliance. Skilled in managing confidential information, maintaining accurate records and producing clear operational reports that support decision‑making. Brings hands‑on experience in structured risk assessment, incident logging, safety monitoring and structured case management, alongside strong coordination across multi‑agency teams.

Multilingual with native Portuguese, fluent English, and intermediate Spanish. Known for strengthening day‑to‑day service delivery through precise documentation, reliable follow‑through and a positive, calm, organised approach that keeps people, processes and priorities moving in the right direction.

Corporate Receptionist - Bennett Hay - London

(2025-05)

• Handled confidential documents with discretion, following data protection guidelines to safeguard information.
• Streamlined guest check-in process for KKR and Glencore guests ensuring excellent satisfaction.
• Participated in weekly meetings with the building managers, engineers and facilities team, ensuring prompt resolutions of issues, sharing event details and aligning on upcoming priorities.
• Managed correspondence and records using Microsoft Office tools.
• Assisted in visual communication by customizing Canva templates for building digital screens, improving communication and visual engagement.
• Compiled daily, closing reports on reception activities, highlighting key occurrences and visitor numbers for management review.
• Produce weekly figures reports.
• Managed incoming calls and emails efficiently, ensuring prompt responses and positive client interactions.
• Collaborated effectively with guests and staff to maintain smooth-running company operations.
• Provided administrative support to various departments, aiding in document preparation and filing tasks.
• Onboarded and trained new front desk team members, sharing best practices and company protocols for seamless integration.
• Delivered comprehensive induction tours for new employees, familiarising them with the building, facilities and procedures.
• Monitored reception supplies inventory, placing orders before stock depletion to avoid disruptions.
• Organised and updated master calendar of appointments, meetings and events.
• Updated visitor logs and security badges accurately, adhering to security protocols to ensure safety.
• Assisted in organising corporate events, liaising with suppliers and managing guest lists for smooth execution.
• Managed reception area, greeting visitors and directing them to their corresponding floors.
• Maintained a professional and welcoming environment, upholding the company's image.
• Managed security procedures for building access, issuing visitor passes and maintaining logs through VMS.
• Participated in workshops and training sessions to improve customer service skills and efficiency.

Support Worker - Look Ahead Care & Support - London, Brent

(2022-02 - 2025-05)

• Managed client referrals (Brent council) assessments, and booking in procedures while liaising with housing teams.
• Supported clients with medium to low complex support needs, including mental health, substance use, homelessness and social isolation.
• Proficiently utilised RIVO to diligently record and meticulously track incidents, Safeguarding concerns, Health and Safety issues, Anti-social behaviour and other reportable events, ensuring accurate and compliant documentation.
• Conducted Risk Assessments and maintained comprehensive clients records with quarterly updates.
• Completing an action plan with each resident, detailing all elements of support required to sustain their tenancy. This will include making referrals to external agencies and signposting.
• Assisted clients with applications for housing benefit, ESA, PIP and UC.
• Conducted monthly Health & Safety inspections of the buildings, ensuring compliance while proactively communicating critical updates to management and landlord.
• Advocated for clients rights and interests, ensuring their voices were heard in care planning and decision-making processes.
• Promoted equality and inclusivity while respecting confidentiality and safeguarding principles.
• Created tailored and structured Support Plans to the clients enabling them to sustain their tenancy and develop effective methods to achieve their identified support targets.
• Tracked and documented client behaviours, activity engagement, skills development and notable incidents.
• Participated in ongoing training sessions to enhance skills and knowledge, staying informed about best practices in care.
• Conducted regular risk assessments to identify potential issues and implement preventative measures.
• Supported clients in managing their finances and budgeting, increasing their financial independence and security.
• Evaluated clients progress using evidence-based techniques. Follow up key working sessions.
• Managed a consistent caseload ranging from 14 to 17 cases.
• Coordinated with social services and other agencies to access additional support for clients, facilitating comprehensive care.
• Implemented strategies to support clients with mental health issues, contributing to their emotional and psychological well-being.
• Coordinated crisis intervention and emergency shelter services for clients.
• De-escalated violent, aggressive and threatening behaviour.
• Ensure adherence to tenancy and licence agreement conditions, decisively addressing anti-social behaviour and following Look Ahead policies and procedures.
• Generated detailed reports to document clients progress.
• Conducted client assessments to determine personal or social issues.
• Facilitated seamless employee integration into the organisation by mentoring as a Senior Support Worker.
• Maintained Data Protection and Safeguarding Protocols.
• Collaborated with external stakeholders to meet client needs in mental health, addiction, and housing support.

Customer Sales Assistant/Stock Room Leader - New Look Retailers - London

(2017-12 - 2021-12)

• Processed cash and card payments during busy shopping periods to minimise customer waiting times.
• Managed stock levels on the shop floor, ensuring availability of products and maintaining neat displays.
• Provided training and support to new staff, sharing knowledge and best practices in customer service and sales.
• Organised in-store events to engage the local community and promote new product launches.
• Received and inspected incoming shipments, recording inventory transactions with RF scanners to maintain accurate records.
• Addressed and resolved complex customer complaints to restore satisfaction and support customer loyalty.
• Organized front-end and window displays, applying merchandising standards to enhance shopping experiences.
• Monitored inventory supply and salesfloor stock to increase availability and customer convenience.
• Handled customer returns, refunds and exchanges at customer service desk.
• Assisted in visual merchandising, creating attractive displays that captured customer interest and boosted sales.
• Collaborated with team members to achieve sales targets and contribute to a positive working environment.

Customer Sales Assistant - Hennes & Mauritz - London

(2014-10 - 2017-09)

• Actively engaged with customers to understand their needs and recommend suitable products, enhancing shopping experience.
• Resolved stock issues, locating desired merchandise with resourceful research and networking with other retail locations.
• Maintained up-to-date knowledge of current trends to offer customers expert product advice.
• Supported marketing efforts by distributing leaflets and communicating in-store promotions.
• Processed incoming stock to maintain accurate inventory records and organized stock room.
• Handled complaints calmly and professionally, seeking positive resolutions for optimal customer satisfaction.
• Assisted in annual stocktaking through counting, record-keeping and documenting.
• Collaborated with team members to achieve sales targets and improve store performance.
• Cultivated excellent customer relationships by providing helpful, friendly and attentive service.
• Exceeded goals through effective prioritisation and consistent work ethic.
• Maintained a high level of customer service and product knowledge.
• Supported the merchandising team on a day-to-day basis to ensure store standards, trends, and collection appeal to the customer.
• Helped customers find different products within the store.
• Operated the till and handled financial transactions.
• Received and processed deliveries from suppliers.
• Checked and replenished the stock on display.
• Determined customers' needs, recommending and cross-selling services to maximise sales value.
• Handled customer returns, refunds and exchanges at customer service desk.
• Met sales targets through proactive promotion and excellent customer service.

Certificate of Higher Education - Tourism & Hospitality - Escola Superior de Hotelaria e Turismo do Estoril, Lisbon, Portugal (2009)