Summary
Overview
Work history
Education
Skills
Languages
Timeline
Generic

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
Daiana Chinez