Jorge Santos
Cambridge,Cambridgeshire
Summary
Dynamic and results-oriented professional with over 10 years of experience in customer service and sales across diverse roles in reputable organizations such as Hyundai, Barclays UK, and Jaguar Land Rover. Proven ability to understand customer needs, enhance satisfaction, and drive business growth. Adaptable and quick to learn, with a strong aptitude for mastering various systems and processes. Recognized for fostering collaboration within teams and delivering innovative solutions. Committed to leveraging background in Business Management and International Business to contribute effectively to a forward-thinking organization.
Overview
8
8
years of professional experience
Work history
Service advisor
Audi Vindis
Cambridge, Cambridgeshire
09.2024 - Current
- Delivered exceptional customer service, addressing customer queries and handling customer complaints.
- Upsold products and services to customers to complement orders.
- Responded to customer requests with friendly, knowledgeable service and support.
- Maintaining positive customer relationships to ensure repeat business.
- Calculated costs, processed payments and provided receipts.
Service advisor
Jaguar Land Rover Marshall
Cambridge, CAM
10.2023 - 08.2024
- Liaised with guests and workshop, ensuring seamless communication and service delivery.
- Informed guests about vehicle faults and solutions, enhancing customer satisfaction.
- Promoted products and services, increasing upsell opportunities.
Maintained accurate records, improving operational efficiency. - Resolved customer complaints with a solution-driven approach, boosting satisfaction scores.
- Supported daily operations and maintained positive customer relationships.
- Calculated costs, processed payments, and issued receipts.
Delivered exceptional service by addressing queries and handling complaints.
Customer Service Specialist
Barclays UK
Cambridge, CAM
04.2023 - 10.2023
- Delivered exceptional service over the phone, managing a high volume of customer calls daily.
- Served as primary contact, providing tailored banking solutions and fostering client trust.
- Maintained accurate records of interactions to enhance service delivery.
Executed and resolved queries efficiently, achieving a high first-contact resolution rate. - Cultivated strong relationships with Senior Business Managers for dependable support.
- Improved on-hold wait times by answering calls promptly.
- Resolved customer issues using effective interpersonal and conflict resolution skills.
CUstomer Service Advisor
Halfords
Cambridge, CAM
04.2023 - 10.2023
- Identified optimal solutions to enhance customer satisfaction.
- Quoted and booked services efficiently, managing multiple appointments weekly.
- Provided clear explanations and advice, contributing to successful upsells. Cultivated lasting relationships through respect and professionalism.
- Executed administrative tasks accurately, ensuring compliance with company standards.
- Expressed care, patience and empathy when handling customer interactions for personalised experience.
- Assisted customers with varying questions using product knowledge and service expertise.
- Offered detailed advice on product and service benefits.
Front Desk Agent
University Arms /Marriot
Cambridge, Cambridgeshire
10.2022 - 12.2022
- Managed guest interactions with hospitality and professionalism, accommodating special requests and resolving complaints effectively.
- Assisted guests with inquiries on hotel services, operations, personnel, events, and directions.
- Executed check-ins and check-outs in a high-volume environment, utilizing multiple computer systems for efficiency.
- Processed daily reports, assigned rooms for arriving guests, and managed reservations.
- Delivered premium customer service, enhancing overall guest satisfaction and contributing to positive reviews.
Administrator
Cambridge University Press & Assessment
Cambridge, CAM
05.2022 - 10.2022
- Processed information within tight time scales, ensuring efficient workflow.
- Led the gathering of exam work samples, creating comprehensive portfolios for review.
- Responded to customer queries to maintain high levels of customer service at all times.
- Administered coursework tasks, conducted quality checks, and liaised with schools regarding mark returns.
- Performed data input tasks accurately to support the exam processing team.
Customer service advisor
Halfords
Cambridge, Cambridgeshire
04.2021 - 06.2022
- Ensuring smooth operation of a busy workshop
- Duties involve customer service, cash handling using cash management systems
- Qualified bicycle technician, servicing all types of bicycles to a high standard
- Working, time during university and full-time through the summer.
House porter
06.2019 - 09.2021
- Maintained cleanliness of college offices and public areas, contributing to a positive atmosphere.
- Prepared conference and meeting rooms for events, accommodating to attendees.
- Assisted with general upkeep tasks, ensuring facilities met college standards.
Sales Professional
Hyundai
Alfragide, Lisbon
01.2018 - 01.2019
- Delivered premium customer experiences by assisting walk-in clients and promptly responding to online inquiries in a professional and courteous manner, fostering customer satisfaction and loyalty.
- Generated sales appointments from online and phone inquiries, effectively contributing to the dealership’s overall sales objectives.
- Utilized prospect management tools to manage inquiry flow, update customer files, and track trends, enabling targeted marketing efforts to existing clients.
- Collaborated with the sales team on promotional campaigns, enhancing brand visibility and customer engagement through effective communication and service.
Sales Professional
Santogal
Alfragide , Lisbon
01.2017 - 01.2018
- Listened to customer problems, objections and concerns, offering tailored solutions.
- Negotiated and closed sales to secure profitable deals and contracts.
- Warmly greeted customers to establish positive first impressions, enhancing in-store experiences.
- Engaged customers to enhance in-store experience and provide outstanding customer service.
- Understood store goals and used upselling and cross-selling techniques to achieve targets.
Education
Master of Science - International Business
Anglia Ruskin University Cambridge
Cambridge09.2025
Bachelor of Science - Business Management
Anglia Ruskin University Cambridge
Cambridge09.2024
Skills
- Sales expertise
- Customer service
- Product and service sales
- Point of sale systems
- Customer engagement
- Complaint resolution
Accomplishments
- Activities
- Business Analysis Foundations: Competencies (LinkedIn Learning)
- Leading Projects (LinkedIn Learning)
- Managing Customer Expectations for Managers (LinkedIn Learning)
- The Welcome Buddy scheme at ARU Cambridge - In this volunteering programme we had to welcome the new students and help them throughout the first trimester in everything related to academic life
- Volunteering in Refood Portugal, collecting food not used from restaurants and supermarkets to be cooked and distributed throughout the community in need
- 2
Timeline
Service advisor
Audi Vindis
09.2024 - Current
Service advisor
Jaguar Land Rover Marshall
10.2023 - 08.2024
Customer Service Specialist
Barclays UK
04.2023 - 10.2023
CUstomer Service Advisor
Halfords
04.2023 - 10.2023
Front Desk Agent
University Arms /Marriot
10.2022 - 12.2022
Administrator
Cambridge University Press & Assessment
05.2022 - 10.2022
Customer service advisor
Halfords
04.2021 - 06.2022
House porter
06.2019 - 09.2021
Sales Professional
Hyundai
01.2018 - 01.2019
Sales Professional
Santogal
01.2017 - 01.2018
Master of Science - International Business
Anglia Ruskin University Cambridge
Bachelor of Science - Business Management
Anglia Ruskin University Cambridge
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