Catarina Goncalves
Pontypridd
Summary
Dynamic and adaptable professional with a strong capacity for leadership and excellent communication skills. Demonstrates a methodical and organised approach to work, effectively managing conflicts and achieving goals under pressure. Known for contributing energy and vitality to team environments, fostering organisational effectiveness through flexibility and creativity. Committed to personal development and enhancing teamwork capabilities, with a focus on continuous improvement in diverse settings.
Overview
22
22
years of professional experience
9
9
years of post-secondary education
Work history
Universal banker
HSBC
Cardiff, South Wales
03.2022 - Current
- Customer satisfaction by resolving complex account issues promptly.
- Conducted thorough financial assessments for presenting personalised banking solutions.
- Processed transactions accurately to mitigate risks associated with fraud or error.
- Helped customers complete credit card and general bill payments in-person or via online banking system.
- Took care to verify transactions and maintain security protocols, protecting institution from avoidable losses.
- Identified potential opportunities for cross-selling additional bank services to existing customers for revenue growth.
- Provided comprehensive product information; resulted in improved client understanding and appreciation of services offered.
- Ensured full compliance with all relevant regulatory requirements in daily operations.
- Maintained regular communication with clients, fostering trust and building long-lasting business relationships.
- Managed daily branch operations to ensure accuracy, efficiency and outstanding customer service.
Assistant Manager
Bella Italia Restaurant
07.2019 - 02.2022
- Organising team schedules, handling staff issues and authorising vacation annual and sick leave.
- Exhibit thorough knowledge of food and beverages, supervisory duties, service techniques.
- Initiating and driving marketing efforts and informing clients and employees about promotions.
- Supervise the team making sure every personnel provides exceptional customer service.
- Ensuring compliance with licensing, hygiene, health and safety legislation/guidelines.
- Interviewing, hiring and training new employees.
- Evaluating employee performance and providing training and guidance as needed.
- Communicate with clients and handle complaints in an effective manner.
- Agreeing and managing budgets.
- Responsible for overseeing stock levels and ordering supplies.
- Conducted team meetings on a regular basis, promoting open communication within the team.
- Ensured health and safety compliance, maintaining a safe working environment for all staff members.
- Created a positive work environment, resulting in higher employee morale.
- Managed cash registers accurately reducing discrepancies at end of day reconciliation.
- Handled customer complaints effectively, restoring trust in our brand.
- Coordinated hiring, recruitment and training strategies to build successful administrative team.
Senior Coffee Specialist (Supervisor)
Nespresso
05.2019 - 07.2019
- Support the management team in daily operations.
- Deliver high standards of customer service.
- Supervise the team making sure every personnel provides exceptional customer service.
- Ensuring compliance with licensing, hygiene, health and safety legislation/guidelines.
- Responsible for overseeing stock levels.
Senior Coffee Specialist (Supervisor)
Nespresso
05.2019 - 07.2019
- Support the management team in daily operations.
- Deliver high standards of customer service.
- Supervise the team making sure every personnel provides exceptional customer service.
- Ensuring compliance with licensing, hygiene, health and safety legislation/guidelines.
- Responsible for overseeing stock levels.
Assistant Manager
Turtle Bay Restaurants
09.2018 - 05.2019
- Support the management team in daily operations.
- Exhibit thorough knowledge of food and beverages, supervisory duties, service techniques.
- Supervise the team making sure every personnel provides exceptional customer service.
- Ensuring compliance with licensing, hygiene, health and safety legislation/guidelines.
- Assist in recruiting process and training of new staff members.
- Agreeing and managing budgets.
- Responsible for overseeing stock levels and ordering supplies.
- Producing staff rotas.
- Created a positive work environment, resulting in higher employee morale.
- Conducted team meetings on a regular basis, promoting open communication within the team.
- Handled customer complaints effectively, restoring trust in our brand.
Assistant Manager
Turtle Bay Restaurants
09.2018 - 05.2019
- Support the management team in daily operations.
- Exhibit thorough knowledge of food and beverages, supervisory duties, service techniques.
- Supervise the team making sure every personnel provides exceptional customer service.
- Ensuring compliance with licensing, hygiene, health and safety legislation/guidelines.
- Assist in recruiting process and training of new staff members.
- Agreeing and managing budgets.
- Responsible for overseeing stock levels and ordering supplies.
- Producing staff rotas.
- Created a positive work environment, resulting in higher employee morale.
- Conducted team meetings on a regular basis, promoting open communication within the team.
- Handled customer complaints effectively, restoring trust in our brand.
Waitress (Floor in store trainer)
Turtle Bay Restaurants
10.2017 - 08.2018
- Team leader.
- Customer service.
- Restaurant cleaning and organization to high standards.
- Cash handling.
- Train new staff members to brand standards.
Waitress (Floor in store trainer)
Turtle Bay Restaurants
10.2017 - 08.2018
- Team leader.
- Customer service.
- Restaurant cleaning and organization to high standards.
- Cash handling.
- Train new staff members to brand standards.
Property Management
Apartment Catybel
01.2008 - 02.2018
- Company Overview: Family-run property management.
- Management of online booking platforms.
- Management of reservation maps and performance of the apartment.
- Contacts with clients.
- Execute logistic plan of preparation of apartments (post check-out and pre-check-in).
- Check-ins, directions on the apartment and on the city.
- Family-run property management.
- Coordinated lease agreements for efficient property management.
- Improved tenant satisfaction by implementing efficient property management strategies.
- Handled daily operations of property management including rent collection and payment of bills.
Property Management
Apartment Catybel
01.2008 - 02.2018
- Company Overview: Family-run property management.
- Management of online booking platforms.
- Management of reservation maps and performance of the apartment.
- Contacts with clients.
- Execute logistic plan of preparation of apartments (post check-out and pre-check-in).
- Check-ins, directions on the apartment and on the city.
- Family-run property management.
- Coordinated lease agreements for efficient property management.
- Improved tenant satisfaction by implementing efficient property management strategies.
- Handled daily operations of property management including rent collection and payment of bills.
Sales Assistant
Women'Secret - Grupo Cortefiel
04.2017 - 08.2017
- Customer service and orientation for sales.
- Store cleaning and organization.
- Stock controls.
- Open and closer to the store.
Sales Assistant
Women'Secret - Grupo Cortefiel
04.2017 - 08.2017
- Customer service and orientation for sales.
- Store cleaning and organization.
- Stock controls.
- Open and closer to the store.
Brand Ambassador
Clara Cunha, Lda.
05.2015 - 01.2017
- Brand ambassador for Nespresso.
- Admission and reception of clients.
- Orientation for sales.
- Brand fidelization.
- Stock controls.
- Cleaning and organization of the space.
Brand Ambassador
Clara Cunha, Lda.
05.2015 - 01.2017
- Brand ambassador for Nespresso.
- Admission and reception of clients.
- Orientation for sales.
- Brand fidelization.
- Stock controls.
- Cleaning and organization of the space.
Sales Assistance
Tabacaria Sousa
07.2003 - 09.2014
- Costumer service.
- Stock controls.
- Cash handling.
- Cleaning and organization of the space.
- Open and closer of the store.
Sales Assistance
Tabacaria Sousa
07.2003 - 09.2014
- Costumer service.
- Stock controls.
- Cash handling.
- Cleaning and organization of the space.
- Open and closer of the store.
Education
MASTER’S - HEALTH PSYCHOLOGY
ISPA
Lisbon 09.2015 - 12.2018
BACHELOR’S DEGREE - PSYCHOLOGY
MADEIRA UNIVERSITY
MADEIRA ISLAND 09.2010 - 12.2015
Skills
- Capable of adjusting to different situations and environments
- Strong leadership
- Excellent communications skills
- Work interaction
- Capable of working under pressure
- Achieving goals
- Flexible and creative
- Organizational effectiveness
- Able to contribute to a work environment with energy and vitality
- High capacity to manage conflicts
- Methodical approach to work
- Organized approach to work
- Teamwork
- Personal life organization
Timeline
Universal banker
HSBC
03.2022 - Current
Assistant Manager
Bella Italia Restaurant
07.2019 - 02.2022
Senior Coffee Specialist (Supervisor)
Nespresso
05.2019 - 07.2019
Senior Coffee Specialist (Supervisor)
Nespresso
05.2019 - 07.2019
Assistant Manager
Turtle Bay Restaurants
09.2018 - 05.2019
Assistant Manager
Turtle Bay Restaurants
09.2018 - 05.2019
Waitress (Floor in store trainer)
Turtle Bay Restaurants
10.2017 - 08.2018
Waitress (Floor in store trainer)
Turtle Bay Restaurants
10.2017 - 08.2018
Sales Assistant
Women'Secret - Grupo Cortefiel
04.2017 - 08.2017
Sales Assistant
Women'Secret - Grupo Cortefiel
04.2017 - 08.2017
MASTER’S - HEALTH PSYCHOLOGY
ISPA
09.2015 - 12.2018
Brand Ambassador
Clara Cunha, Lda.
05.2015 - 01.2017
Brand Ambassador
Clara Cunha, Lda.
05.2015 - 01.2017
BACHELOR’S DEGREE - PSYCHOLOGY
MADEIRA UNIVERSITY
09.2010 - 12.2015
Property Management
Apartment Catybel
01.2008 - 02.2018
Property Management
Apartment Catybel
01.2008 - 02.2018
Sales Assistance
Tabacaria Sousa
07.2003 - 09.2014
Sales Assistance
Tabacaria Sousa
07.2003 - 09.2014
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