Natalia Fidala
Summary
Energetic employee well-versed in strong communication and organization skills. Seeks solutions to problems and applies extensive analytical knowledge to findings. Adept at multi-tasking, leading group discussions and motivating others to achieve targets. Passionate about creative solutions and seeking opportunities to further develop skill.
Overview
8
8
years of professional experience
5
5
years of post-secondary education
Work history
Deployment Team Lead
Cogent Hire
Chorley
2022.05 - Current
- Application of efficient claims handling focusing on customer care and minimizing finical exposure to incoming credit hire through investigation and negotiation skills.
- Motivated and encouraged the team to achieve maximum productivity in line with KPI's.
- Took lead in collating and reporting performance data.
- Managed contracts and schemes while ensuring customer satisfaction
- Collaborated with senior management in process development and implementation of strategy.
- Led performance reviews and tailored employee feedback to facilitate professional development.
- Mentored and coached junior staff to produce high-performing, quality team members.
- Prioritized and assigned tasks for strategic and optimized distribution of workloads.
Operations Manager
The Blackpool Piers Ltd
Blackpool
2016.04 - 2022.05
- Conducted audits and risk assessments to achieve regulatory compliance.
- Managed staffing schedules for high numbers of employees, delivering operational efficiency whilst remaining under budget.
- Created and implemented best practice policies and processes to aid operational performance.
- Processing cash handling, end-of-day reconciliation and banking procedures.
- Prepared reports and review to enable company safety monitoring.
- Conducted incident investigations to assess contributing factors and alleviate future risk.
- Devised appropriate risk management plans, setting clear objectives to improve staff welfare and regulation compliance.
- Resolved complaints by ensuring appropriate and timely compensation, boosting customer satisfaction levels.
Contact Agent
Hays Travel
Remote
2021.11 - 2022.02
- Used interpersonal skills to deliver excellent internal and external customer service.
- Maintained comprehensive records and archives for thorough reference.
- Fulfilled client requests within agreed timeframes to maintain satisfaction.
- Provided accurate response to urgent Covid-19 enquiries such as testing and vaccinations
- Demonstrated compassion, emotional resilience and respect to handle high volume of emergency calls.
- Signposted callers to appropriate care pathways to reduce pressures on emergency services.
Education
Bachelor of Arts - Creative and Performing Arts
Liverpool Hope University
Liverpool 2018.09 - 2021.06
A-Levels - Performing Arts
Blackpool and Fylde College
Blackpool 2014.09 - 2016.07
Skills
- Motivational leadership
- Excellent communication
- Customer relationship management
- Employee coaching and mentorship
- Team development strategies
- Adaptable
- Multilingual
Timeline
Deployment Team Lead
Cogent Hire
2022.05 - Current
Contact Agent
Hays Travel
2021.11 - 2022.02
Bachelor of Arts - Creative and Performing Arts
Liverpool Hope University
2018.09 - 2021.06
Operations Manager
The Blackpool Piers Ltd
2016.04 - 2022.05
A-Levels - Performing Arts
Blackpool and Fylde College
2014.09 - 2016.07