Daiana Chinez
Stoke on Trent,United Kingdom
Summary
Dynamic professional with a strong foundation in adaptability and ethical judgment, complemented by expertise in data analysis tools and Microsoft Office. Demonstrates self-motivation and initiative, excelling in crisis management and efficient problem-solving. Known for a motivational leadership style that enhances team performance, coupled with exceptional communication skills. Committed to optimising processes and enhance team productivity to achieve outstanding results.
Overview
7
7
years of professional experience
Work history
Workforce Management Intraday Coordinator
Bet365
Stoke on Trent, Staffordshire
05.2024 - Current
- Monitored real-time customer interactions and agent performance to identify unusual behaviour or service concerns requiring immediate intervention.
- Made prompt, data-driven decisions to balance customer needs and business risk, including adjusting resources to manage critical situations.
- Investigated and escalated live issues with urgency and accuracy, ensuring timely communication with management and relevant departments.
- Maintained strict adherence to operational procedures and policies, promoting compliant and controlled environment.
Customer Service Team Leader
Bet365
Stoke on Trent, Staffordshire
03.2023 - 05.2024
- Coached staff on operating procedures to maintain quality services.
- Communicated regularly with team members to maintain clearly defined expectations.
- Spot checked live chat conversations to ensure service expectations have been met and complied to country specific license regulations
- Translated complaints and concerning conversations to provide appropriate assistance on responsible gambling matters.
- Monitored team's performance, providing constructive feedback for continuous improvement.
- Established optimized timetable to ensure consistent engagement with entire team, devoting sufficient time for individual progress assessments and employee support activities.
- Assisted advisors in real-time by providing necessary support for resolving queries.
- Maintained thorough understanding of regulatory modifications in various European countries by constantly reading related articles.
- Initiated customer contact to address concerns and negotiate resolutions.
Customer Service Advisor
Bet365
Stoke on Trent, Staffordshire
11.2021 - 03.2023
- Assisted on live chat sessions to answer and resolve customer queries, elevating customer satisfaction with immediate support.
- Operated Responsible gambling telephone line offering adequate assistance for each problem.
- Taking ownership into solving complex issues related to accounts.
- Handled complaints calmly and professionally, providing appropriate solutions to promote continued customer satisfaction.
- Navigating through internal tools to assist and take ownership of communications.
- Learning particularities about each individual operational licence in order to deliver accurate solutions.
- Kept detailed records of customer interactions for future reference.
- Responded to difficult situations calmly, gained trust of aggrieved customers.
Food and Beverage Supervisor
Hilton Garden Inn
Stoke On Trent, Staffordshire
06.2020 - 10.2021
- Handled inventory management tasks such as stock counting, ordering products while reducing costs. Additionally managed financial aspects including payroll processing, budgeting and expense tracking.
- Developed food and drink menus based on seasons, trends, restaurant theme and chef input.
- Created work schedules holding 10 staff members, coordinating based on their availability, contracted hours and holidays.
- Supervised kitchen activities, ensuring food was prepared and delivered on time, to high quality and hygienic standards.
- Assisted in hiring, managing tasks, including interviewing, selecting and on-boarding recruits.
- Training teams to set standards and ensuring operation to highest standards.
Food and Beverage Supervisor
Alton Towers Resort
Stoke On Trent, Staffordshire
12.2018 - 06.2020
- Maintained extensive knowledge of food and beverage menus to efficiently answer staff and customer queries.
- Assessed operational performance to measure compliance with regulatory, industry and brand standards.
- Educated staff members on procedural and menu changes.
- Counselled and disciplined staff, addressing issues promptly and providing constructive feedback.
- Directed staff in daily work assignments to help each achieve goals and uphold restaurant reputation.
Education
GCSEs - Philology
Elena Ghiba Birta National College
Bachelor of Science - Territorial Planning
University of Geography
Skills
- Adaptability
- Ethical judgment
- Data analysis tools usage
- Self-Motivation and initiative
- Crisis management aptitude
- Communication
- Efficient problem solver
- Scheduling
- Microsoft Office expertise
- Motivational leadership style
Languages
English
Proficient (C2)
Romanian
Native
Timeline
Workforce Management Intraday Coordinator
Bet365
05.2024 - Current
Customer Service Team Leader
Bet365
03.2023 - 05.2024
Customer Service Advisor
Bet365
11.2021 - 03.2023
Food and Beverage Supervisor
Hilton Garden Inn
06.2020 - 10.2021
Food and Beverage Supervisor
Alton Towers Resort
12.2018 - 06.2020
GCSEs - Philology
Elena Ghiba Birta National College
Bachelor of Science - Territorial Planning
University of Geography