Summary
Overview
Work history
Education
Skills
Languages
Timeline
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Lilianne Carrijo Bomfim

London,Greater London

Summary

Accomplished professional with extensive expertise in customer service and digital marketing, demonstrating proficiency in Salesforce CRM and omnichannel service approaches. Adept at handling live chat, email correspondence, and social media engagement with a focus on personalising services and maintaining professionalism in contact. Proven track record in conflict resolution, account management, and procedure development, ensuring policy compliance and effective service execution monitoring. Skilled in data entry efficiency, Microsoft Excel database management, and information security protocols. Committed to enhancing client relations through active listening and objection handling while supporting team collaboration and employee onboarding. Career goals include advancing customer engagement strategies to drive business growth.

Overview

12
12
years of professional experience
4
4
years of post-secondary education

Work history

Customer service executive

Mama Quina LTD
London, City of London
12.2023 - Current
  • Built lasting relationships with regular customers, fostering brand loyalty.
  • Offered additional products and services to boost company sales.
  • Ensured minimal wait times by prioritising tasks effectively during peak hours.
  • Kept up-to-date with company policies, ensuring correct information was given at all times.
  • Recorded customer interactions, providing valuable data for management review.
  • Utilised CRM software proficiently, streamlining the complaint handling process.
  • Assisted in training new staff to ensure consistency in service delivery.
  • Conducted customer surveys to gather feedback on service experience improvement.
  • Performed administrative duties efficiently; this included managing schedules, organising files and drafting correspondence.
  • Managed difficult situations for positive outcomes.
  • Improved customer satisfaction by addressing and resolving complaints swiftly.
  • Delivered exceptional service to increase customer loyalty.
  • Maintained a clean and organised workspace, contributing to an effective work environment.
  • Provided accurate information to customers, which resulted in fewer returned orders.
  • Balanced multiple tasks simultaneously without compromising on quality of service.
  • Developed strong product knowledge, customers appreciated the extra information.
  • Coordinated with other departments for efficient problem resolution.
  • Handled high volume calls whilst maintaining professionalism and composure.
  • Resolved complaints with proactive problem-solving and analysis.
  • Responded to customer queries and provided excellent customer service.
  • Provided professional and helpful support to new and existing clients.
  • Escalated complex issues quickly to supervisors to avoid lost revenue.
  • Improved company processes by analysing customer feedback and service trends.
  • Exceeded targets by delivering comprehensive and consistent service.
  • Explained benefits and advantages of different product and service offerings to customers.
  • Offered detailed product and service advice based on customer needs.
  • Updated account information after customer calls for well-maintained data accuracy.
  • Advised management of customer service trends, creating proactive strategies to maintain best practices.
  • Handled live chat queries within strict timeframe targets.
  • Followed up customer queries to check provided solutions met expectations.
  • Built positive customer rapport through friendly, professional communication.
  • Improved customer satisfaction ratings through responsive query resolution.
  • Advised clients of products and services and sold additional offerings to increase sales numbers.
  • Fielded incoming calls and messages from clients, addressing complaints to contact centre policies.
  • Set up appointments for customers and entered work tickets to obtain needed services for clients.
  • Asked probing questions of clients to understand needs and identify actionable requirements.
  • Prepared letters, information sheets and order documentation and distributed to clients.
  • Maintained up-to-date client records in database systems.

Manager

Poise Bar & Restaurant
London, Greater London
05.2016 - 11.2023
  • Secured new business opportunities with successful networking events.
  • Led performance reviews, identified areas for improvement.
  • Coordinated cross-departmental collaboration for improved workflow.
  • Developed accurate sales forecasts for improved strategic planning.
  • Enforced safety regulations to reduce workplace accidents.
  • Boosted department efficiency by streamlining operational processes.
  • Facilitated staff training, resulting in better customer service.
  • Streamlined communication channels, enhanced internal information flow.
  • Identified growth opportunities through comprehensive market research.
  • Maintained inventory control, reduced stock shortages.
  • Implemented cost reduction measures, reduced overhead expenses.
  • Cultivated strong relationships with clients to secure repeat business.
  • Liaised with suppliers to ensure timely deliveries.
  • Delegated tasks efficiently to maximise productivity.
  • Delivered high-quality products to increase customer satisfaction.
  • Optimised resource allocation for increased profits.
  • Managed team dynamics by implementing conflict resolution strategies.
  • Fostered a positive work environment with regular team-building activities.
  • Piloted change management initiatives successfully improving organisational adaptability.
  • Monitored health and safety measures for guaranteed compliance.
  • Maintained smooth-running business operations by delegating priorities to staff abilities.
  • Handled negotiations with outside vendors and service agencies to meet group needs.
  • Coordinated hiring, recruitment and training strategies to build successful administrative team.
  • Organised financial and operational data to help with yearly budgeting and planning.
  • Controlled resources by department or project and tracked use in [Software].
  • Developed organisational policies for administrative oversight and internal controls.
  • Investigated issues affecting group operations, prepared reports and helped correct problems.
  • Planned revenue generation strategies designed for growth.
  • Established clear budgets and cost controls strategies to meet objectives.

Cleaner

Wettons LTD
London, Greater London
04.2013 - 03.2016
  • Adhered strictly to company policies regarding correct use of chemicals, reducing potential health risks.
  • Employed the use of power washers, carpet cleaners and buffers to produce excellent results in large spaces like school halls or offices buildings.
  • Ensured customer satisfaction by addressing specific requests or concerns promptly.
  • Maintained high standards of cleanliness and hygiene by thorough daily dusting and hoovering.
  • Utilised eco-friendly products to maintain a safe, chemical-free environment.
  • Took on additional responsibilities during staff shortages demonstrating flexibility and commitment.
  • Provided deep cleaning services for occasional needs such as post-construction or move-in scenarios.
  • Performed routine checks on cleaning supplies inventory to avoid running out of key items.
  • Managed rubbish removal efficiently, ensuring waste was properly sorted for recycling or disposal.
  • Achieved a sparkling finish for glass surfaces by using appropriate cleaning materials.
  • Secured premises at end of shift, ensuring safety of all areas.
  • Promoted good maintenance habits amongst team members through regular training sessions.
  • Assisted with seasonal deep cleans, contributing towards a fresher environment after periods of heavy use.
  • Completed laundry tasks promptly, resulting in continuously available fresh linen and uniforms.
  • Kept communal areas tidy and well-organised for optimal functionality.
  • Implemented sanitation procedures with industrial cleaning equipment in factory settings.
  • Worked quickly to complete cleaning within allotted timeframes.
  • Cleaned and dried windows, mirrors and glass surfaces.
  • Used vacuum cleaners and associated accessories to clean various floor surfaces to customer specifications.
  • Scrubbed and sanitised toilets, sinks and kitchen fixtures for high quality finish.
  • Safely stored cleaning solutions, equipment and chemicals.
  • Restocked, refreshed and sanitised bathroom facilities.
  • Spot cleaned and sanitised high-touch areas.
  • Kept cleaning equipment to optimal standards to reduce cleaning inefficiencies.
  • Followed health and safety guidelines to properly dispose of waste and toxic materials.
  • Reported breakages to supervisor.
  • Correctly used colour-coded equipment.
  • Adhered to health and safety regulations to maintain safe environment for customers.
  • Coordinated and performed [Number] cleaning jobs per day.
  • Conducted thorough venue inspections to accurately identify cleaning needs.
  • Developed outstanding stain removal, spot cleaning and deep cleaning techniques to meet evolving customer demands.
  • Employed optimal safety practices to eliminate risks, hazards and accidents.
  • Restocked, cleaned and sanitised bathroom spaces for optimum appearance and functionality.
  • Achieved spotless results within working timeframes to meet client needs.
  • Followed health and safety standards governing correct use of chemicals.
  • Ensured proper, compliant handling of cleaning equipment, chemicals and materials, upholding excellent safety records.

Education

GCSEs - Law

Unieuro/DF
Brasilia/Brazil
01.2003 - 06.2006

Physiotherapy Assistant Technician - Massage Therapy

IMT - Institute of Traditional Medicine
Lisbon, Portugal
04.2008 - 02.2009

Skills

  • Bilingual or multilingual
  • Live chat handling
  • Customer service metrics
  • Speedy response creation
  • Patience under pressure
  • Email correspondence expertise
  • Personalising services
  • Listening to customers' needs
  • Omnichannel service approach
  • Professionalism in contact
  • Data entry efficiency
  • Product expertise
  • Public speaking
  • Account management
  • Salesforce
  • Digital marketing
  • Conflict Resolution
  • Salesforce CRM
  • Finance services
  • Procedure development
  • Internal department communication
  • Customer queries
  • Policy compliance
  • Service execution monitoring
  • Email management
  • Customer complaint management
  • Client relations
  • Goals and objectives
  • Objection Handling
  • Active listening
  • Team collaboration
  • Customer services
  • Employee hiring and onboarding
  • Basic accounting
  • Sales support
  • Mediation expertise
  • Call centre experience
  • Query management
  • Interpersonal communications
  • Customer engagement
  • Social media management
  • Research capabilities
  • Complementary products and services
  • Service training
  • CRM/CRO
  • Staff disciplinaries
  • Social media engagement
  • Microsoft Excel database management
  • Customer transactions
  • Customer and staff support
  • Shipment tracking
  • Microsoft Word
  • Client engagement
  • Chat support familiarity
  • Information security protocols
  • Ticketing system operation
  • Email handling proficiency
  • Feedback receptiveness
  • Multitasking efficiency

Languages

Portuguese
Native
English
Intermediate
Spanish
Beginner

Timeline

Customer service executive

Mama Quina LTD
12.2023 - Current

Manager

Poise Bar & Restaurant
05.2016 - 11.2023

Cleaner

Wettons LTD
04.2013 - 03.2016

Physiotherapy Assistant Technician - Massage Therapy

IMT - Institute of Traditional Medicine
04.2008 - 02.2009

GCSEs - Law

Unieuro/DF
01.2003 - 06.2006

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Lilianne Carrijo Bomfim