Summary
Work history
Education
Skills
Timeline
pwb
Hayward Fernandes

Hayward Fernandes

London

Summary

Dedicated and detail-oriented professional with a proven track record of efficiently managing multiple tasks and competing priorities in dynamic and fast-paced environments. Highly skilled in communication and collaboration, with a demonstrated ability to build positive relationships across diverse teams to achieve organisational goals. Experienced in problem-solving, streamlining processes, and maintaining high standards of accuracy and quality. Known for reliability, adaptability, and a proactive approach to challenges. Committed to continuous learning, professional growth, and leveraging skills to contribute meaningfully to organisational success while exceeding expectations in performance and outcomes.

Work history

Customer Service Agent

Aviation business continuity
Heathrow , England
07 2023 - 12 2024
  • Enhanced customer satisfaction by resolving complaints and issues promptly, achieving a 95% positive feedback rate from customer surveys.
  • Efficiently managed high-volume customer queries, handling up to 50 inquiries daily through effective multitasking and prioritisation, ensuring timely and accurate responses.
  • Collaborated with a team of 10+ members to streamline customer support operations, improving resolution times by 20% and boosting overall team performance.
  • Successfully handled challenging situations under pressure, maintaining professionalism and delivering positive outcomes, contributing to a 90% retention rate of satisfied customers.

Education

Masters - Genomic Medicine

St George's University of London

Bachelor of Science - Biomedical Science

Kingston university
09/2020 - 06/2024

Diploma - Applied Science

Villiers high school
09/2018 - 08/2020

GCSES -

Villiers high school
10/2016 - 08/2018

Skills

  • Problem Solving
  • Time Management
  • Attention to Detail
  • Critical Thinking
  • Communication
  • Adaptability
  • Critical thinking
  • Decision making
  • IT literate
  • Team player
  • Results oriented

Timeline

Customer Service Agent

Aviation business continuity
07 2023 - 12 2024

Masters - Genomic Medicine

St George's University of London

Bachelor of Science - Biomedical Science

Kingston university
09/2020 - 06/2024

Diploma - Applied Science

Villiers high school
09/2018 - 08/2020

GCSES -

Villiers high school
10/2016 - 08/2018
Hayward Fernandes