Summary
Overview
Work history
Skills
Timeline
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Elisa Tringa

Dorking,Surrey

Summary

CRM-focused professional with strong leadership experience in IT service and customer support environments, with a proven track record of driving operational excellence through CRM system optimisation, process automation, and KPI/SLA management. Skilled in supporting user adoption, improving service delivery through data insights, and fostering collaboration across departments. Adept at using CRM tools including HubSpot to create streamlined workflows and enhance reporting accuracy. Passionate about creating efficient, customer-centric processes and committed to continuous improvement in a data-driven environment.

Overview

6
6
years of professional experience

Work history

Service Support Lead

Wavenet Ltd
05.2024 - Current
  • Led a team of IT engineers with end-to-end responsibility for service delivery, escalations, and process improvement.
  • Maintained 100% SLA compliance while overseeing KPIs, CSATs, and SIP documentation.
  • Supported cross-functional CRM and Hubspot use for internal ticketing and escalation flows.
  • Drove system and support efficiency through proactive problem solving and stakeholder communication.
  • Collaborated with teams across departments to enhance workflow and reporting structures.

Customer Service Representative

Metro Bank
06.2023 - 05.2024
  • Delivered exceptional customer support while navigating complex banking systems and maintaining high service standards.
  • Maintained regulatory compliance, with keen attention to data integrity and security (aligned with GDPR practices).
  • Used CRM systems to log, track, and resolve queries, ensuring efficient communication between departments.
  • Helped identify workflow gaps and suggested improvements for enhanced customer experience.
  • Contributed to cross-functional collaboration between service teams and back-office operations to resolve customer issues quickly.

Customer Service Advisor

Westminster City Council
01.2023 - 06.2023
  • Acted as first point of contact for citizens, addressing a wide range of complex and sensitive issues with professionalism and care.
  • Managed CRM records daily, ensuring data accuracy and contributing to reporting improvements for service teams.
  • Supported implementation of new service processes, providing user feedback and training assistance to colleagues.
  • Collaborated with internal teams to escalate cases and reduce resolution time using internal CRM and workflow systems.
  • Advocated for clearer client communications and contributed to improving user journeys across multiple service lines.

Customer Service Advisor

London Borough of Sutton
12.2019 - 01.2023
  • Provided high-quality customer service in a multi-channel contact environment, handling high volumes of calls, emails, and case records.
  • Utilised CRM tools to log all interactions, manage service requests, and ensure accurate case progression tracking.
  • Collaborated with IT and digital services teams to enhance CRM interface usability and customer data accuracy.
  • Developed a reputation for calming challenging situations and building rapport, contributing to higher CSAT scores.
  • Took part in training sessions on data privacy, accessibility, and effective service communication (including GDPR principles).
  • Also contributed as a Web Designer/Developer — maintained and improved the local authority website to support better digital access.

Skills

HubSpot

CRM Management

Process Improvement

Team Leadership

Customer Service Excellence

KPI/SLA Management

Data Reporting and Analysis

Service Delivery

Training and Mentoring

Cross-functional Collaboration

Workforce Optimisation

GDPR and Data Compliance Awareness

Timeline

Service Support Lead

Wavenet Ltd
05.2024 - Current

Customer Service Representative

Metro Bank
06.2023 - 05.2024

Customer Service Advisor

Westminster City Council
01.2023 - 06.2023

Customer Service Advisor

London Borough of Sutton
12.2019 - 01.2023

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Elisa Tringa