Summary
Overview
Work history
Education
Skills
Languages
Timeline
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Dulce Pestana

Dulce Pestana

Farnham,England

Summary

Experienced administration professional skilled in diary coordination, office organisation and customer communications for well-rounded support. Plans meticulously and methodically for timely task delivery. Communicates and delegates confidently to maintain productive team environments.

Overview

4
4
years of professional experience
4
4
years of post-secondary education

Work history

Administrator/Receptionist

NHS
Farnham, Surrey
09.2021 - Current
  • As an administrator I deal with a lot of client's data entries, records going in and out of the building, scheduling annual appointments, looking after registered carers, activating online service access which involves video calling in order to allow medical records sharing and last but not least registrations
  • On the reception side, we do everything from taking phone calls, dealing with them face to face, passing queries along, book keeping, dealing with emergencies and going out of our way every single day to help the next person
  • Despite the business and the stress this job may bring it is definitely the best one
  • I've had
  • It teaches you a lot about personalities, how to remain calm when something is out of your control and how to put a stop to abuse and pass it on to management
  • It is however a very awarding job, you really do see people's emotional sides and the compliments, smiles and kind gestures we receive everyday make everything worth it and I hope I get to work in a similar environment in the future.

Administrator/Travel Advisor

Tui Group
Remote
09.2022 - 05.2023
  • As a digital response team member I look at the reviews our customers leave us and acknowledge them
  • Part of the role involves engaging with social media, this means responding to comments, liking people's posts and making them feel heard whether it is a bad review or a great picture on holiday
  • In addition to this I also do live chat where people can contact us without having to speak to someone on the phone
  • As well as the above I share my time with the contact centre answering calls and managing customer's bookings, process payments etc
  • Last but not least, I deal with queries and complaints via email, some which involve calling back and talking to the customer through their experience on a more personal level.

Supervisor

Marks & Spencer
05.2021 - 09.2021
  • As a team leader my job involved guiding, monitoring and supporting the staff members where needed
  • This was something that I thoroughly enjoyed as I'm passionate about checking upon your fellow colleagues in order to have a good atmosphere at work and seeing happy faces excited for development and a good day in the ‘office'
  • Another big part of the job was inventory, organisation of the stock and doing the appropriate checks before, during and after closing as well as recording it on files and on the system
  • This role massively helped developing my people skills that I had learned in my previous job.

Waitress

Cote Restaurants
02.2019 - 03.2020
  • During this customer facing role my duties involved food service, restocking, cleanliness and good customer care
  • This is where my interest in customer service grew as a lot of the time I was chatting and helping out guests, it was a very rewarding job which game me the listening, organisation and team work skills that are so needed in all sectors.

Education

NVQ Level 2 - Travel & Tourism

Farnborough College of Technology
Farnborough, Hampshire
09.2019 - 05.2020

Auxiliar de Acao Educativa - Childcare

SA Formacao
Funchal
06.2023 -

GCSEs - Secondary School

Secondary School
Farnham, Surrey
09.2015 - 06.2019

Skills

  • Data Entry
  • Clerical Experience
  • Organizational Skills
  • Front Desk
  • Microsoft Office
  • Filing
  • Customer Service
  • Management
  • Social listening
  • Sales administration
  • System administration
  • EMIS
  • Customer liaison
  • Telephone etiquette
  • Security awareness
  • Bookkeeping
  • Mail handling
  • Travel planning
  • Document control

Languages

English
Native
Portuguese
Native

Timeline

Auxiliar de Acao Educativa - Childcare

SA Formacao
06.2023 -

Administrator/Travel Advisor

Tui Group
09.2022 - 05.2023

Administrator/Receptionist

NHS
09.2021 - Current

Supervisor

Marks & Spencer
05.2021 - 09.2021

NVQ Level 2 - Travel & Tourism

Farnborough College of Technology
09.2019 - 05.2020

Waitress

Cote Restaurants
02.2019 - 03.2020

GCSEs - Secondary School

Secondary School
09.2015 - 06.2019

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Dulce Pestana