Rafael De Souza Santos
Costumer Service
London,Surbiton
Summary
I am used to working in a busy environment providing great customer service to the very highest standards.
I am organized, customer-focused, holding the required communication skills needed to make every customer feel special whilst possessing plenty of practical experience.
Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Cabin crew position. Ready to help team achieve company goals.
Offering 15 years of experience in Costumer Service. Customer-minded professional committed to safety and service. Knowledgeable and polished with excellent communication and writing skills.
Overview
15
15
years of professional experience
5
5
Certification
3
3
Language
Work History
Study Access Control Team
KUSCO / Kingston University
London, London
2022.01 - Current
- Streamlined Costumer registration process by implementing efficient workflows and reducing wait times.
- Improved Costumer satisfaction scores by providing exceptional customer service and addressing concerns promptly.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Conducted regular quality assurance checks on interactions with customers to ensure agents were meeting established guidelines and standards for service excellence.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Implemented feedback loops that encouraged continuous improvement among team members by sharing insights about exceptional service delivery techniques.
Customer Services Agent
Boots
Kingston Upon Thames, London
01.2021 - 01.2022
- Advising and assisting customers
- Dealing with complaints and difficult situations on the shop floor
- Work on tills
- Always dealing with customers in a polite, friendly and professional manner.
- Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Proven ability to learn quickly and adapt to new situations.
- Applied effective time management techniques to meet tight deadlines.
- Gained extensive knowledge in data entry, analysis and reporting.
- Learned and adapted quickly to new technology and software applications.
- Resolved problems, improved operations and provided exceptional service.
- Identified issues, analyzed information and provided solutions to problems.
- Organized and detail-oriented with a strong work ethic.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Proved successful working within tight deadlines and a fast-paced environment.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Managed time efficiently in order to complete all tasks within deadlines.
- Cultivated interpersonal skills by building positive relationships with others.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Worked well in a team setting, providing support and guidance.
- Worked effectively in fast-paced environments.
- Excellent communication skills, both verbal and written.
- Passionate about learning and committed to continual improvement.
- Strengthened communication skills through regular interactions with others.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Paid attention to detail while completing assignments.
- Developed and maintained courteous and effective working relationships.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
Customer Service
Lenstore
Wimbledon Park, Surrey
01.2020 - 01.2021
- Working as a warehouse operative, I was responsible for picking and packing customer orders, processing goods-ins, replenishing shelves and ad-hoc activities.
- Processed customer service orders promptly to increase customer satisfaction.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Section Manager
Bayley and Sage
Wimbledon, Surrey
01.2019 - 01.2020
- Working as the head of fruit and veg section, I was responsible for ordering the stock, checking the quality of the products and ensuring a maintained display of all the products.
- Improved user service quality to promote customer loyalty and enhance operations efficiency.
Waiter
The Petersham Hotel
Richmond, Surrey
01.2017 - 01.2018
Customer service
Lanidor
, Portugal
01.2015 - 01.2017
Front Desk
Mercure Hotel Brazil
01.2009 - 01.2015
Education
C - GCSE Equivalent - Mathematics
Colegio Analise
Salvador Bahia Brazil12-2006
B - GCSE Equivalent - English
Colegio Analise
Salvador Bahia Brazil12-2006
Skills
- Highly organized
- Fast learner
- Ability to work under pressure and in fast paced environment
- Excellent communicator and relationship-building skills
- Supporting colleagues, no matter how challenging the situation
- Attention to detail
- Confidence when approaching customers and offering help, advice and information
- Able to deal with difficult situations effectively and in a professional manner
Certification
- Understanding safeguarding for work
- Equality & Diversity - Ascentis Awarding Org
- Understanding an Inclusive Environment - Ascentis Awarding Org
- Introduction to British Values - Ascentis Awarding Org
- Safeguarding for Children - ALL4U Fostering
- Fire Evacuation Drills Training -
- Behavioral Analyst . Course
Work Preference
Work Type
Full TimeImportant To Me
Company CultureTeam Building / Company RetreatsCareer advancementWork-life balance4-day work weekTimeline
Study Access Control Team
KUSCO / Kingston University
2022.01 - Current
Customer Services Agent
Boots
01.2021 - 01.2022
Customer Service
Lenstore
01.2020 - 01.2021
Section Manager
Bayley and Sage
01.2019 - 01.2020
Waiter
The Petersham Hotel
01.2017 - 01.2018
Customer service
Lanidor
01.2015 - 01.2017
Front Desk
Mercure Hotel Brazil
01.2009 - 01.2015
C - GCSE Equivalent - Mathematics
Colegio Analise
B - GCSE Equivalent - English
Colegio Analise
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