Summary
Overview
Work history
Education
Skills
Custom
Timeline
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Nerea Sastre Tetlow

Manchester

Summary

A highly adaptable professional with exceptional people skills and proficiency in customer service systems. Demonstrates strong problem-solving abilities and remains calm under pressure. Adept at working with others, communicating effectively, and applying technical and practical knowledge to achieve results. Committed to continuous learning and thinking critically to drive success in dynamic environments.

Overview

9
9
years of professional experience
2
2
years of post-secondary education

Work history

Check-In Change Agent

Morson
Manchester
01.2025 - 05.2025
  • Advised Ground Handling Agents on correct procedures, positioning, and the effective use of automation technologies to enhance efficiency.
  • Delivered key operational insights by collecting and analyzing data on passenger early turn-up figures, and check-in processing times for both traditional and self-service methods.
  • Educated ground handlers on new workflows, providing hands-on training and communication support to facilitate smooth adoption of process changes.
  • Recommended improvements based on gathered feedback, identifying areas where operational model changes could enhance performance and efficiency.
  • Resolved technical issues with self-service kiosks and bag drop systems, ensuring ground handlers effectively reported and addressed faults for minimal disruptions.
  • Managed customer inquiries and complaints through various communication channels.
  • Developed and maintained positive relationships with clients to enhance customer satisfaction.
  • Handled high volume calls whilst maintaining professionalism and composure.
  • Improved customer satisfaction by addressing and resolving complaints swiftly.

Care Quality Commission Adviser

Brook street
Remote
04.2024 - 12.2024
  • Dedicated and detail-oriented professional with extensive experience in healthcare administration, regulatory compliance, and quality assurance.
  • Proven ability to uphold and enforce high standards of care by ensuring strict adherence to regulatory guidelines, and implementing proactive quality control measures.
  • Reduced inefficiencies by identifying areas for improvement through comprehensive inspections, detailed evaluations of healthcare services, and data-driven reporting.
  • Advised healthcare providers on compliance with Care Quality Commission regulations, working collaboratively to drive operational enhancements, and promote best practices in patient safety and care quality.
  • Educated clients on regulatory requirements and service standards, resolving queries and concerns promptly, while demonstrating a strong commitment to exceptional customer service.
  • Advised clients on health care options ensuring compliance with regulations.
  • Demonstrated excellent interpersonal skills when interacting with diverse groups of people including patients, family members and other healthcare professionals.

Passenger Service Agent

Swissport International Ltd.
Manchester
04.2023 - 04.2024
  • Resolved passenger inquiries and issues on the airport floor, providing clear directions, security procedures, and up-to-date flight information to ensure a smooth travel experience.
  • Assisted passengers throughout the check-in process and at key airport touch points, offering personalized support, including visa and document guidance, to streamline their journey.
  • Ensured efficient boarding by verifying boarding passes, conducting pre-boarding announcements, and coordinating with cabin crew to facilitate timely departures, while prioritizing passenger needs including wheelchair assistance.

Customer Service Advisor

Her Majesty's Passport Office (HMPO)
12.2021 - 05.2022
  • Delivered high-quality customer support across phone, email, and in-person interactions, guiding applicants through passport inquiries, document requirements, and application processes.
  • Verified and processed passport applications with precision, ensuring full compliance with government regulations, security standards, and confidentiality protocols.
  • Coordinated with internal teams to track application progress, manage records efficiently, and provide customers with accurate, timely updates.

Customer Service Advisor

Serco – NHS Test and Trace
04.2021 - 10.2021
  • Advised individuals on COVID-19 testing procedures, result inquiries, and isolation guidelines, ensuring clarity and compliance with NHS protocols.
  • Educated callers on evolving government guidelines, providing accurate information while handling complaints professionally to maintain customer satisfaction.
  • Resolved a high volume of customer queries efficiently, collaborating with team members to manage peak call periods, while maintaining data accuracy and confidentiality.

Trainee Nursing Assistant

Manchester University NHS FT
Manchester
03.2017 - 11.2018
  • Supported nursing staff by assisting with personal care, mobility support, and vital sign monitoring, ensuring patients received high-quality care.
  • Educated patients on health and hygiene practices, while providing emotional and practical support to maintain their comfort and dignity.
  • Maintained a safe and hygienic environment by following strict infection control procedures, assisting with meal distribution, and documenting patient observations accurately.

Apprentice Hairdresser

Hair and Beauty Gallery
Broadbottom
06.2016 - 03.2017
  • Customized hair care recommendations by advising clients on suitable products and treatments, enhancing their overall salon experience.
  • Achieved high customer satisfaction by assisting senior stylists with haircuts, coloring, and styling, while ensuring exceptional service standards.
  • Maximized salon efficiency by maintaining cleanliness, organizing workstations, and supporting front desk operations, including scheduling appointments.

Education

Certificate of Higher Education - Beauty Therapy

SCC Beauty School
Manchester
01.2021 - 08.2021

Longdendale High School -

Longdendale High School
01.2016 - 12.2016

Skills

  • People skills
  • Thinking and learning
  • Working with others
  • Technical and practical
  • Adaptability
  • Problem-solving
  • Communication
  • Customer service systems proficiency
  • Calm under pressure

Custom

  • I enjoy traveling and experiencing new cultures and new places.
  • I also enjoy taking care of my health and well being and getting fresh air.

Timeline

Check-In Change Agent

Morson
01.2025 - 05.2025

Care Quality Commission Adviser

Brook street
04.2024 - 12.2024

Passenger Service Agent

Swissport International Ltd.
04.2023 - 04.2024

Customer Service Advisor

Her Majesty's Passport Office (HMPO)
12.2021 - 05.2022

Customer Service Advisor

Serco – NHS Test and Trace
04.2021 - 10.2021

Certificate of Higher Education - Beauty Therapy

SCC Beauty School
01.2021 - 08.2021

Trainee Nursing Assistant

Manchester University NHS FT
03.2017 - 11.2018

Apprentice Hairdresser

Hair and Beauty Gallery
06.2016 - 03.2017

Longdendale High School -

Longdendale High School
01.2016 - 12.2016

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Nerea Sastre Tetlow