Summary
Overview
Work history
Education
Skills
Timeline
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Derly Johanna Atehortua Bermeo

Chorley,Lancashire

Summary

Driven professional with a proactive approach to customer service (B2C and B2B) with 13 years of experience in Italy and the UK. Demonstrates excellent communication and interpersonal skills, complemented by proven supervisory and mentoring abilities. Adept at problem-solving, workflow analysis, and customer needs analysis, consistently delivering results-oriented solutions. Career goals include leveraging these skills to enhance organisational efficiency and customer satisfaction. Additionally, possesses expertise in E-commerce, premium products, furniture, B2B sales, and identifying business opportunities while nurturing strong client relationships and staying informed on market trends. Motivated and results-driven approach, combined with excellent communication skills and furniture industry knowledge, enables understanding of client needs and delivery of tailored solutions that contribute to organisational success.

Overview

22
22
years of professional experience

Work history

Customer Service Advisor

EssilorLuxottica
Manchester, Greater Manchester
09.2022 - 03.2025
  • Provide positive customer experiences and enhance brand reputation through attentive, helpful service.
  • Handle complaints calmly and professionally, providing appropriate solutions to promote customer satisfaction.
  • Deliver top-quality live chat and email services, using diplomatic communication and attention to detail to resolve inquiries.
  • Engaged in continuous learning opportunities to stay abreast of industry trends and developments, such as GDPR policies, the Code of ethics and Products updates.
  • Facilitated shadowing training programmes designed for new agents.
  • Assessed and evaluated new systems to train colleagues.


Full-Time Parent and Int. Business student

Family
Bolton, Greater Manchester
08.2019 - 07.2022
  • Organised daily activities, including budgeting
  • Created and implemented diverse educational strategies to boost development.
  • Applied knowledge to help other students better understand course material and improve performance.
  • Helped complete and lead assigned group projects, consistently meeting objectives and deadlines.
  • Utilised problem-solving skills in various scenarios, finding practical solutions promptly.


Volunteer Administrative Assistant

Bolton College and Emmaus
Bolton, Greater Manchester
08.2017 - 08.2019
  • Organised filing system for exam papers.
  • Filing teachers' material, including preparing laptops for the next academic year.
  • Organised stationery supplies.
  • Ensured minimal waste by rotating old stock when placing new orders onto shelves.
  • Addressed customer inquiries and concerns to facilitate decision-making and minimise anxiety or hesitation.

Sales and Customer Service Advisor

Ideal Bagni SRL
Brugnera, ITALY
06.2003 - 08.2014
  • Accurately identified and addressed potential customer needs, applying appropriate upselling techniques to maximise sales.
  • Effectively handled customer complaints about refunds.
  • Continuously improved product knowledge through attending trade shows in Italy to ensure the highest levels of service quality.
  • Received inbound calls from customers, providing information regarding services or products, taking new orders and cancelling accounts.
  • Responded promptly to general inquiries from members, staff and clients.
  • Execute design and diagrams to create luxury bathroom furniture.

Education

Bachelor of Arts - Honours in International Business

University of Central Lancashire
Preston, Lancashire
04.2001 -

Diploma of Higher Education - Access to Business Management

Bolton College
Bolton
04.2001 -

GCSE -

Bolton College
Bolton
04.2001 -

Skills

  • Customer Service Expertise (B2C and B2B)
  • Superb time management
  • Results-oriented
  • Excellent communication and interpersonal skills
  • Written and verbal communication skills
  • Problem-Solving Skills
  • Workflow analysis
  • Customer needs analysis
  • Fluency in foreign languages (Spanish, Italian and English)
  • Salesforce, Dynamics understanding
  • Staff training and development
  • Resilience under pressure and organisational changes

Timeline

Customer Service Advisor

EssilorLuxottica
09.2022 - 03.2025

Full-Time Parent and Int. Business student

Family
08.2019 - 07.2022

Volunteer Administrative Assistant

Bolton College and Emmaus
08.2017 - 08.2019

Sales and Customer Service Advisor

Ideal Bagni SRL
06.2003 - 08.2014

Bachelor of Arts - Honours in International Business

University of Central Lancashire
04.2001 -

Diploma of Higher Education - Access to Business Management

Bolton College
04.2001 -

GCSE -

Bolton College
04.2001 -

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Derly Johanna Atehortua Bermeo