Summary
Overview
Work History
Education
Skills
Affiliations
Languages
Accomplishments
References
Timeline
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Delaneira De Jesus

Dungannon,County Tyrone

Summary

Ambitious Political Science Master's student. Skilled at accurately documenting call details, preparing reports and organising documentation. Achieved a track record of success within Foundever guidelines and using my own initiative by asserting information in Portuguese and English within the limited time of Contracted Work. In-depth knowledge of ByteHi and Workflow Magic, and many other software necessary.

Overview

3
3
years of professional experience
7
7
years of post-secondary education

Work History

CUSTOMER SERVICE ADVISOR

FOUNDEVER
Lisbon, Portugal
01.2024 - 04.2024
  • Managed customer/seller/creator enquiries proficiently and professionally while meeting specific quality expectations, general quality assurance.
  • Identified ongoing issues and eliminate repeat complaints, reduce customer escalation rates by 15% in the first month.
  • Registered and updated accurate customer information on database in English.
  • Completed thorough documentation in Bytehi and Magic Workflow for each enquiry.
  • Exceeded KPI targets by 55% when providing customer support via phone, email and chat.
  • Increased client retention rate 10%, increasing compensations and discounts and building online community by employing digital creators around client's brand to build close and sustainable relationships with customers.

CARE ASSISTANT

EMPOWERING U
Lincoln, United Kingdom
07.2021 - 01.2023
  • Assisted in administering medication and provided physical support
  • Developed report on misuse and mistreatments of service users and caregivers.
  • Helped design and update treatment plans based on progress and health developments.
  • Charted daily observations, mobility activity and eating percentages to aid continued client assessment.
  • Maintained optimal safety standards throughout client home and care environments, prioritising risk-reduction, health and hygiene.
  • Positioned, lifted and transported patients with limited mobility.

Education

Bachelor of Arts - International Relations and Politics

University of Lincoln
Lincoln, United Kingdom
09.2018 - 09.2022

Master of Arts - Governance, Leadership and Democracy Studies

Universidade Católica Portuguesa
Lisbon, Portugal
01.2023 - 09.2025

Skills

  • Computer Literate
  • Complaint Resolution
  • Collaborative Work
  • Networking Abilities
  • Manual Handling
  • Quality Control
  • CRM Implementation
  • Bilingual Customer Support

Affiliations

  • Boosting CRM tools
  • Improving KPI targets
  • Attending networking events

Languages

English
Native
Portuguese
Advanced

Accomplishments

  • Received the UNICEF award for raising £10,000 in one year around campus.

References

  • Shannon King

Administrator | Empowering U Healthcare (East Midlands & Lincolnshire)

01332 985600 | Shannon.king@empoweringu.co.uk

  • Esmah Nyatanga

Quality Analyst | R. do Instituto Industrial 7 6opiso, 1200-225 Lisboa, Portugal

+351 93 510 6183 | Esmah.nyatanga@foundever.com


Timeline

CUSTOMER SERVICE ADVISOR

FOUNDEVER
01.2024 - 04.2024

Master of Arts - Governance, Leadership and Democracy Studies

Universidade Católica Portuguesa
01.2023 - 09.2025

CARE ASSISTANT

EMPOWERING U
07.2021 - 01.2023

Bachelor of Arts - International Relations and Politics

University of Lincoln
09.2018 - 09.2022

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Delaneira De Jesus