Guest Services Assistant

• Aug 2021 - Present

Reception Supervisor, Leonardo Edinburgh City Hotel

• Apr 2019 - Jul 2021

Being in charge of the Front Office and it's team, my main duties included:- Recruiting and training any new staff and monitoring their progress, providing feedback along the way- Being the first point of contact for any issue that a member of the team might have- Ensuring best practice procedures are in place are adhered to by the team- Creating the team's rota, guaranteeing adequate levels of staff for each shift - Dealing with and following up on any guest complaints (written and verbal)- Monitoring and answering online reviews on all available social media related platforms

Duty Manager, Leonardo Edinburgh City Hotel

• Sep 2018 - Jul 2021

Being in charge of the property while on shift, my main duties included:- Overseeing day to day operations, ensuring the comfort of our guests and the well being of the team- Assisting with busy periods in any department (e.g. Reception, Bar, Restaurant)- Enforcing hotel policies

Receptionist, Leonardo Edinburgh City Hotel

• Jun 2018 - Apr 2019

Being the first and last point of contact for the hotel guests, I was responsible for:- Checking guests in, taking payment when applicable and, taking care of any guest needs or requests- Managing reservations, liaising with third parties whenever necessary- Dealing with inbound calls and e-mails

Multilingual Customer Service Representative, Citi Realty Services Help Desk EMEA

• Sep 2017 - Jun 2018

Dealing with inbound telephone, e-mail and internal portals queries, I came across issues in several parts of the world. My main duties included:- Log jobs requests and assign them to service providers- Identify Health and Safety issues, ensuring these are addressed with the utmost priority- Supervise self-service requests, making sure the information provided is enough for the job to be carried on. And contact the clients whenever extra data is required- Liaise with the service providers, advising of urgent matters whenever needed- Monitor ongoing issues, raising escalations whenever needed- Monitor open escalations, chasing service providers for a quick resolution, always keeping the client updated- Process complains and assign them to the relevant peopleDue to the nature of the business, and the sensitive data that is handled by some of my colleagues, I performed my job in a secure area.

Multilingual Customer Service Representative, Citibank Corporate Cards EMEA

• Jul 2017 - Sep 2017

Dealing mostly with telephone queries (inbound and outbound) in English, Portuguese and Spanish, from Corporate Customers mainly included in the Fortune 500 list, my main duties included:- Providing assistance with customers' accounts (statements, credit limits, authorizations, etc)- Providing assistance with possible issues with transactions, and helping the card holders to use their cards with the least amount of difficulty possible- Making sure customer data was up to date at all times, updating accounts when necessary- Taking extreme care to prevent Fraud, but also providing the cardholders with the tools to pursuit it, should it happen. And following up, and providing updates throughout the whole process.- Granting access to extra funds, whenever applicable- Deciding if a matter needed to be escalated, and doing so, if needed- Liaising with other departments, in different parts of the world, in order to comply with procedures- Processing complaints- Occasional translation Due to the sensitive nature of the data I worked with, I performed my job within a secure area.

Trainer, Citibank Prepaid Cards EMEA

• May 2017 - Jul 2017

Using my vast experience of the Customer Service Representative position, my duties included:- Train any new starts, in compliance with the company's guidelines - Review and update the training materials- Correct assessment exams, and provide feedback to trainees- Provide feedback to management, on current and expected performance of trainees

Multilingual Customer Service Representative, Citibank Prepaid Cards EMEA

• Sep 2015 - Jul 2017

Dealing mostly with telephone queries (inbound and outbound) in English, Portuguese and Spanish, my main duties included:- Providing assistance with customers' accounts- Making sure customer data was up to date at all times, updating accounts when necessary- Taking extreme care to prevent Fraud, but also providing the cardholders with the tools to pursuit it, should it happen. And following up, and providing updates throughout the whole process.- Deciding if a matter needed to be escalated, and doing so, if needed- Dealing with e-mail queries, that came directly from the Company or Council Program Administrators- Dealing with e-mail queries from card holders- Liaising with other departments, in different parts of the world, in order to comply with procedures- Processing complaints- Occasional translationDue to the sensitive nature of the data I worked with, I performed my job within a secure area.

Customer Service Representative, Citibank Simple Payment Service DWP UK

• Sep 2015 - Jul 2017

Dealing mostly with inbound telephone queries in English, my main duties included:- Providing assistance with customers' accounts, including granting card holders access to their funds, even when they didn't have a physical card- Making sure customer data was up to date at all times, updating accounts when necessary- Taking extreme care to prevent Fraud, but also providing the cardholders with the tools to pursuit it, should it happen. And following up, and providing updates throughout the whole process.- Deciding if a matter needed to be escalated, and doing so, if needed- Liaising with other departments, in different parts of the world, in order to comply with procedures- Processing complaintsThis particular type of card is only given to a specific vulnerable part of society. Therefore, patience and tact were crucial when dealing with these calls.Due to the sensitive nature of the data I worked with, I performed my job within a secure area.

Night Auditor

• Dec 2014 - Sep 2015

As a Night Auditor, I worked throughout the night, without any supervision, caring for the well being and safety of all guests in a hotel with 160 rooms. My main responsibilities included: - Checking In guests, and attend to any requests - Regular security rounds - Process bookings and charge for them (this included handling sensitive customer data, and keeping it safe) - Reconcile online payments - Balance the till - Minor snack preparation, as well as breakfast for the following day - Close the day in the computer system, compiling information into daily reports

Manager

• Aug 2014 - Dec 2014

Being on my own most of the time, I was responsible for: - Any activity related with Customer Service which included serving drinks, cooking hot and cold sandwiches, general maintenance of the premises, and dealing with any customer queries - Balancing the till - Opening and closing the premises - Stock Rotation - Make sure new orders were made to suppliers - Train any new staff Being on my own most of the time, I was responsible for: - Any activity related with Customer Service which included serving drinks, cooking hot and cold sandwiches, general maintenance of the premises, and dealing with any customer queries - Balancing the till - Opening and closing the premises - Stock Rotation - Make sure new orders were made to suppliers - Train any new staff

Barman

• Apr 2014 - Dec 2014

- Responsible for any activity related with Customer Service which included serving drinks, cooking hot and cold sandwiches, general maintenance of the premises, and dealing with any customer queries. - Responsible for balancing the till, opening and closing the premises. I was also always available, should there be any functions at the golf club (birthday parties, weddings, funerals, etc.), where my duties were similar, depending on the event. - Responsible for any activity related with Customer Service which included serving drinks, cooking hot and cold sandwiches, general maintenance of the premises, and dealing with any customer queries. - Responsible for balancing the till, opening and closing the premises. I was also always available, should there be any functions at the golf club (birthday parties, weddings, funerals, etc.), where my duties were similar, depending on the event.

Waiter

• May 2008 - Apr 2014

- Responsible for any activity related with Customer Service. That included taking orders, serving food and drinks and, prepare deserts. - Responsible for balancing the till, closing and opening the premises - Responsible for training new staff - Place orders to suppliers - Responsible for any activity related with Customer Service. That included taking orders, serving food and drinks and, prepare deserts. - Responsible for balancing the till, closing and opening the premises - Responsible for training new staff - Place orders to suppliers

Home Appliances Sales Clerk

• Oct 2005 - Oct 2007

Due to the successful results on my secondment, I was offered a position on the Home Appliances Department. My main duties were:- Advise the customers on which item best suited their needs, as well as credit options.- Use the company’s software, in order to check stock availability, place orders, and process sales. Also booking deliveries, liaising with the After-Sales Service.- Stock control.- Do the monthly rota for the sales team.

Digital Appliances Sales Clerk

• Jul 2005 - Oct 2005

I took this position as a 3 months secondment. My main duties included:- Advise the customers on which item best suited their needs, as well as credit options.- Use the company’s software, in order to check stock availability, place orders, and process sales. - Booking deliveries, liaising with the After-Sales Service.

After Sales Service Customer Representative

• Apr 2003 - Jul 2005

Dealing directly with customer’s complaints, main duties included:- Receive malfunctioning equipment, and ship them to the respective technical services- Gather all necessary related data, and insert it into the company’s database- Check deadlines with the technical services, and keep customers informed.- Manage direct swaps, according to internal procedures, and stock availability.- Booking home deliveries, liaising with the courier company.- Control and dispatch the items to be delivered that day.

Administrator / Promotional Campaigns Supervisor

• May 2002 - Apr 2003

My last year in the checkout's department of this company was spent mostly, in Administration tasks in the Office. I had several responsibilities, such as:- Compile the previous day’s reports, from the cashiers, skaters, and check out's supervisors into a single report, in Excel format. Email it to the heads of the sections, department managers, and the store director.- Take note of individual reports from the cashiers, for personal stats purposes- Supervise the launch of all promotions, and seasonal brochures, by confirming product’s availability, bar code recognition at the checkout's, and making sure the price was right. And elaborate a report based on the gathered data. Also, should any anomaly occur, alert the respective commercial department as soon as possible.

Check Out's Support

• Sep 2000 - May 2002

Main duties included:- Solve any situation at the check out's involving price confirmation, missing bar codes, or any other reason that didn’t allow an item to be sold by normal procedures. I had the authority to use my best judgement to decide on the most suitable course of action.- Report all the anomalies to the heads of the sections- Do a report, at the end of the day, with all the anomalies occurred during my shift- Supply the check out's with change, being responsible for a set amount of moneyDuring 2001, I took a six month leave off work, in order to carry out National Service in the Portuguese Army.

Cashier

• Apr 2000 - Sep 2000

This was my first position on a company where I stayed for many years. My duties were:- Greeting customers, and receive adequate payment for the items bought- Register any anomalies involving wrong pricing, or incorrect billing- Promote in store Credit products

Head Barman

• Jun 2001 - Sep 2001

As part of National Service, and after my 3 months military training, I was appointed to be in charge of the Officer's Bar at my unit. My main duties were: - Open and close the premises - Balance the till - Prepare the staff rota - Prepare and serve drinks - Manage stock rotation and control orders made to central warehouse As part of National Service, and after my 3 months military training, I was appointed to be in charge of the Officer's Bar at my unit. My main duties were: - Open and close the premises - Balance the till - Prepare the staff rota - Prepare and serve drinks - Manage stock rotation and control orders made to central warehouse

Snack Bar Assistant

• Apr 1999 - Oct 1999

This was my first job, which I took while still finishing college. This was my first job, which I took while still finishing college.