Experience

Babylon

• United Kingdom
• Hospitals and Health Care
• 400 - 500 Employee

• Care Navigator

  • Dec 2021 - Present

• Membership Support Advisor

  • Mar 2021 - Dec 2021



Booking.com

• Netherlands
• Software Development
• 700 & Above Employee

• Customer Service Senior Guest Specialist

  • Jul 2018 - Oct 2020

  • Supporting European and South East Asian customer service agent population with case-related or procedural inquiries over the phone, and with performance and soft skill development through workshops and 1-2-1 meetings• Serving customers and partner properties with a higher level service in case of:* case escalations (escalated calls, complaints sent to Corporate Executive team)* mass issues, which are problems affecting more than 3 reservations (overseeing resolution and delegating tasks for damage control, refunds, compensations)• identifying and handling fraud cases, technical bugs, contract breaches - also overseeing resolution personally, taking all appropriate measures to minimise impact on all stakeholders.• Envisioning and managing projects, both independently and in collaboration with colleagues in London and overseas, such as:Performance incentives/competitions.• Workshops on skill development to assist the agents with their performance.• Supporting the internal recruitment process for the Senior Specialist role in designing, applying and grading assessment stages, interviewing candidates and providing feedback in case of unsuccessful applications. Show less

• Customer Service Specialist

  • May 2017 - Jul 2018

  Directly attended to customers and partner properties with their queries and complaints, via emails or over the phone, maintaining a high level of customer service and productivity



Clarks

• United Kingdom
• Retail
• 700 & Above Employee

• sales assistant

  • Sep 2011 - May 2017

• sales assistant

  • Sep 2011 - May 2017



Zaituna coffee shop

• Bromley, United Kingdom

• Barista

  • Aug 2011 - Sep 2011

  • Greeting any new customers, help them find any desired merchandise and clean the seating areas and restrooms. • Preparing hot beverages and occasionaly offering demonstrations or prepare samples of coffee, tea and espresso products in order to familiarize clients with items and increase sales. • Doing dishes, mopping floors, cleaning blenders and coffee makers. • Greeting any new customers, help them find any desired merchandise and clean the seating areas and restrooms. • Preparing hot beverages and occasionaly offering demonstrations or prepare samples of coffee, tea and espresso products in order to familiarize clients with items and increase sales. • Doing dishes, mopping floors, cleaning blenders and coffee makers.



Bromley Court Hotel

• cashier

  • 2009 - 2011