PATRICIA COTOVIO
Hull,Kingston upon Hull
Summary
Motivated and adaptable professional with strong experience across customer service, IT systems, and technical support. Recently completed a BSc (Hons) in Computer Science (Software Engineering). Bilingual in English and Portuguese, with a proven track record in training new staff, leading team initiatives, and supporting process improvements. Known for excellent communication, problem-solving, and the ability to work confidently in fast-paced environments. Available to start immediately.
Overview
2026
2026
years of professional experience
2011
2011
years of post-secondary education
Work history
Showroom Advisor
B&Q
Hull, Kingston upon Hull
07.2023 - 07.2025
- Specialised in designing kitchens, bathrooms and bedrooms using , delivering tailored solutions based on customer requirements.
- Provided bespoke design proposals and expert advice to enhance customer satisfaction throughout the process.
- Provided estate planning advice; guided clients through legal processes.
- Collaborated cross-functionally with installers and different departments to achieve business and customer goals.
GM & Clothing Assistant
ARGOS, SAINSBURYS
Hull, Kingston upon Hull
02.2022 - 03.2023
- Provided friendly, efficient customer service on the shop floor, at collection points, and at the tills.
- Assisted customers with product enquiries, stock availability, and placing orders.
- Handled payments, refunds, and exchanges in line with company policies.
- Picked, packed, and prepared customer orders accurately and within tight timeframes.
- Maintained a clean, organised store environment and ensured stock was replenished and displayed correctly.
In-House Translator and Interpreter
BOND TURNER SOLICITORS
Bolton
12.2019 - 12.2021
- Checked and corrected translations to ensure accuracy and clarity.
- Communicated with customers about their claims, providing updates and next steps.
- Requested, collected, and reviewed documents and evidence, ensuring everything was correctly signed and compliant.
- Chased outstanding documentation to keep cases progressing on time.
- Took clear and accurate witness statements.
- Supported discussions around claim settlements based on lawyer recommendations.
- Prepared customers for court hearings and explained the process in simple terms.
- Maintained accurate records and worked closely with the legal team to support case preparation.
Senior Customer Sales and Service Agent
EMIRATES AIRLINE
Manchester
08.2015 - 12.2019
- Delivered high-quality customer support via calls, emails, and webchat in Portuguese and English.
- Served as the Portuguese Employee Representative (Aug 2017 – Feb 2019), supporting staff communication and workplace improvements.
- Led and helped implement the Webchat pilot project (Sep 2017 – Dec 2019), which was later adopted across the Manchester Contact Centre.
- Trained and supported new starters to ensure consistent service standards and process adherence.
- Facilitated team meetings to improve performance, communication, and overall team engagement.
- Assisted with complex customer cases and sales opportunities, providing accurate information and solutions.
- Additional roles held in retail, hospitality, telecoms, and production, including:
JZ Flowers (Production Operative), KFC (Kitchen Staff), Aunt Bessie’s (Line Operative), B&Q Distribution (Warehouse Operative), ZON Multimedia (Technical Assistant / Sales Agent), TMN (Help Desk), and Café Real (Waitress/Barista).
Education
BSc (Hons) - Computer Science (Software Engineering)
University of Hull
UK 09.2021 - 07.2025
A-Level Equivalent - Natural Sciences
Escola Secundária do Entroncamento
Entroncamento, PortugalSkills
Technical Skills
- C#, Unity, HTML/CSS, MySQL, ASPNET Core, Git, Visual Studio
- Solid understanding of IT systems, troubleshooting, and software development workflows
Customer Service Expertise
- Extensive experience across sales, retail, legal claims, and call-centre environments
- Skilled in conflict resolution, complaint handling, and delivering high-quality customer care
Leadership & Training
- Experience training new starters and supporting ongoing staff development
- Confident in leading team discussions, advocating for improvements, and supporting team performance
Problem-Solving & Organisation
- Strong analytical thinking, situation assessment, and decision-making
- Excellent time management, prioritisation, and ability to handle fast-paced workloads
Adaptability & Initiative
- Versatile across different industries and roles
- Culturally aware with experience supporting diverse customer groups
- Demonstrated initiative through process improvements and developing customer help resources
Languages
English
Fluent
Portuguese
Native
HOBBIES
- Cooking and creative crafts
- Volunteering with animals
- Travelling and exploring new cultures
- Photography and creative projects
Timeline
Showroom Advisor
B&Q
07.2023 - 07.2025
GM & Clothing Assistant
ARGOS, SAINSBURYS
02.2022 - 03.2023
BSc (Hons) - Computer Science (Software Engineering)
University of Hull
09.2021 - 07.2025
In-House Translator and Interpreter
BOND TURNER SOLICITORS
12.2019 - 12.2021
Senior Customer Sales and Service Agent
EMIRATES AIRLINE
08.2015 - 12.2019
A-Level Equivalent - Natural Sciences
Escola Secundária do Entroncamento