ODAIR LIMA
Gateshead
Summary
Empathetic customer care specialist with 10+ years’ experience in regulated, high-pressure environments, delivering accurate, compliant, and personalised customer support. Highly skilled in triaging enquiries, resolving complex or emotionally sensitive situations, and building trusted customer relationships. A recent first-time buyer (August 2025) who completed a full mortgage journey using a LISA, developing a strong understanding of the customer experience, documentation, and emotional pressures involved in buying a home. Highly motivated to support customers through mortgage applications, post-offer queries, and post-completion support, with a strong interest in pursuing CeMAP to progress within banking and mortgage services. Strong alignment with Barclays Values and Mindset, including integrity, collaboration, and customer focus.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Security & Property Inspector / Administrative Services
Graysons Properties
2021.05 - 2025.09
- Delivered professional customer service while conducting property inspections, supporting tenants, landlords, and internal stakeholders in line with company procedures and regulatory requirements.
- Managed administrative tasks including customer records, credit reference checks, and documentation, ensuring accuracy, confidentiality, and attention to detail.
- Managed high-volume customer enquiries, including challenging or sensitive situations, using calm communication and problem-solving skills to maintain high levels of customer satisfaction.
Door Supervisor
T3
2018.12 - 2021.05
- Worked in a licensed and regulated environment, strictly adhering to SIA regulations, venue policies, and safety procedures to manage risk and ensure customer safety.
- Managed large volumes of customers per shift, including individuals who were distressed, frustrated, or vulnerable.
- Applied conflict resolution techniques to maintain a safe environment by using sound judgement and decision-making to manage risk and protect customer and the organisation.
Waiter
Aveika
2017.01 - 2018.01
- Delivered high-quality customer service in a fast-paced hospitality environment.
- Assisted in maintaining a smooth and efficient dining experience.
- Built rapport quickly, creating a welcoming and friendly experience that encouraged repeat custom.
Waiter & Barbecue Chef
Viva Brazil
2015.01 - 2017.01
- Served customers and prepared barbecue dishes in a busy, high-pressure restaurant setting.
- Ensured food quality and presentation met restaurant standards.
Football Coach
Sporting Clube da Covilhã
2014.01 - 2015.01
- Designed and delivered training sessions focused on player development and teamwork (under 7 to under 18).
- Mentored youth players, including individuals progressing to training with the professional team.
- Supported young people and their parents with empathy, motivation, and clear communication.
- Organised matches and ensured a positive learning environment.
Pizza Chef
TelePizza
2011.01 - 2012.01
- Prepared and managed food orders in a busy kitchen environment.
- Maintained high standards of food hygiene and customer service.
Education
Master’s Certificate - International Sport Management
Northumbria University
Newcastle Upon Tyne, NET01.2021
Undergraduate Degree - Sports Science
Universidade Da Beira Interior
Covilhã, Portugal07.2015
Skills
- Exceptional customer service and rapport-building with diverse clients
- Empathetic communication - English & Portuguese
- Conflict resolution and problem-solving
- Strong leadership and mentoring skills
- Team collaboration and motivation
- Organised and detail-oriented
Certification
- SIA Door Supervisor Badge 2018
- FA Level 1 Coaching Licence 2017
Timeline
Security & Property Inspector / Administrative Services
Graysons Properties
2021.05 - 2025.09
Door Supervisor
T3
2018.12 - 2021.05
Waiter
Aveika
2017.01 - 2018.01
Waiter & Barbecue Chef
Viva Brazil
2015.01 - 2017.01
Football Coach
Sporting Clube da Covilhã
2014.01 - 2015.01
Pizza Chef
TelePizza
2011.01 - 2012.01
Master’s Certificate - International Sport Management
Northumbria University
Undergraduate Degree - Sports Science
Universidade Da Beira Interior
HOBBIES & INTERESTS:
Football (playing and coaching), Gym training and fitness, Community sports development