Experience

HCR | Human Centric Recruitment

• United Kingdom
• Staffing and Recruiting
• 1 - 100 Employee

• Recruitment Consultant

  • Jan 2020 - Present

  I work with tech companies across the globe, looking for candidates experienced in Product management and specifications that match with requirements of the complex roles. . I held interviews with candidates in Spanish, English and Italian. Looking for aspects that could be appealing with the hiring company. I help the team grow and reach more markets for some of the largest tech companies in the world as well as some exciting, disruptive startups and I specialise in Product teams so get in touch!andrea@hcr.digital



Lloyds Bank

• United Kingdom
• Banking
• 700 & Above Employee

• Credit Operations Agent

  • Oct 2018 - Jun 2022

  Answering calls in compliance with the bank policies and data protection. Supporting customers in vulnerable situations unable to meet their payments and engaging in arrears, offering suitable solutions based on their circumstances and beneficial for the bank. Tailoring the type of help that will allow them to control their finances and get back on their feet, being able to afford a plan to reduce the mortgage arrears and keep the payments for the foreseeable future, meet other bills and their basic needs. Signposting customers to independent sources builds rapport and ultimately loyalty. Delivering duty of care accordingly. Assessing the following position of the account. Liaising with internal departments to provide and gather information, enabling customers’ requirements to be speedily and effectively dealt with. Solving customer requests independently and changing Ts and Cs of mortgages contracts following lengthy procedures. Key Accomplishment: Helping customers to disclose personal information, offering support. Engaging in conversation about their financial difficulties, and being able to deliver duty of care confidently. Complaint handler who ensures fair outcomes which lead to long-lasting relations with clients.



Domestic & General

• United Kingdom
• Financial Services
• 700 & Above Employee

• Customer Service Agent – Resolutions

  • Jul 2016 - Oct 2018

  • Investigating and solving any type of queries customers may have and repairs related • Taking ownership of enquiries and liaise between departments to ensure customers receive seamless service. • Managing any type of correspondence incoming of outcoming Recording any relevant information in customer’s documents • Being aware of any relevant information from customers that leads to a fraudulent action • Escalating customer issues to different departments to provide an efficient service• Being in knowledge of payment sources to provide accurate assistance• Translating templates when required• Handling personal data in Odds Compiler• Dealing with customer compliant in a professional manner



Panbet Ltd

• Customer Service Agent – Spanish, Italian and English

  • Aug 2015 - Jun 2016

  • Answering incoming calls e-mails and chats, according to the company politics in English, Italian and Spanish• Keeping up to date of always changing procedures • Recording any relevant information in customer’s documents • Being aware of any relevant information from customers that leads to a fraudulent action • Escalating customer issues to different departments to provide an efficient service• Being in knowledge of payment sources to provide accurate assistance• Translating templates when required• Handling personal data in Odds Compiler• Dealing with customer compliant in a professional manner and with a positive attitude



Picturehouse

• United Kingdom
• Entertainment Providers
• 100 - 200 Employee

• Telephone Operator, Customer Assistant/ Supervisor Front of House

  • Nov 2009 - Jul 2015

  • Handling incoming calls for bookings for Picturehouse cinemas nationwide• Selling products, giving information about programs, new releases, events, facilities and locations for every other cinema• Solving issues concerning changes of programs, mass refunds, failures in the system regarding payments and standing orders across 25 sites• Handling and processing confidential data• Supervising and leading a team of 20 people per shift • Assigning suitable goals, action plans and time lines• Providing ongoing guidance and support• Training and induction of new employees• Ushering/monitoring screens (e.g. allocation, projection feedback, disabled assistance)• Dealing with all escalated complains and enquires efficiently and effectively• Collecting customer and staff feedbacks and communicating to the management



Travel to Argentina

• Travel to Argentina

  • Dec 2008 - Apr 2009



Adfor S.r.l. Unipersonale

• Italy
• Business Consulting and Services
• 1 - 100 Employee

• Team secretary

  • Jul 2007 - Dec 2007

  • Meeting and greeting clients• Responding to incoming calls and emails, and keeping connection with potentials customers• Diarizing management meetings• Organizing and coordinating courses (e.g. preparing materials, purchasing books, preparing class rooms, making schedules) • Archiving expenses, data inputting and database management• Organizing complex travel itineraries, organizing meetings abroad, and arranging Visas for staff• Organizing and arranging stands for the bi-annual fair, and being part of the promotional team