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
2024.01 - 2024.04
- 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
2021.07 - 2023.01
- 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 2018.09 - 2022.09
Master of Arts - Governance, Leadership and Democracy Studies
Universidade Católica Portuguesa
Lisbon, Portugal 2023.01 - 2025.09
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
2024.01 - 2024.04
Master of Arts - Governance, Leadership and Democracy Studies
Universidade Católica Portuguesa
2023.01 - 2025.09
CARE ASSISTANT
EMPOWERING U
2021.07 - 2023.01
Bachelor of Arts - International Relations and Politics
University of Lincoln
2018.09 - 2022.09