Rafael De Souza Santos
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.
Overview
14
14
years of professional experience
5
5
Certifications
3
3
Languages
Work History
Customer Services Agent
Boots
Kingston Upon Thames
01.2021 - Current
- 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.
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.
Shop Floor Assistant
Uniqlo
Kingston, Surrey
10.2018 - 01.2019
Waiter
Nandos
Kingston
01.2018 - 01.2019
Waiter
The Petersham Hotel
Richmond, Surrey
01.2017 - 01.2018
Customer service
Lanidor
01.2015 - 01.2017
Front Desk
Mercure Hotel Brazil
01.2009 - 01.2015
Education
C - GCSE Equivalent - Mathematics
Colegio Analise
Salvador Bahia Brazil 12.1993 - 12.2006
B - GCSE Equivalent - English
Colegio Analise
Salvador Bahia Brazil 12.1993 - 12.2006
Skills
Highly organizedFast learnerAbility to work under pressure and in fast paced environmentExcellent communicator and relationship-building skillsSupporting colleagues, no matter how challenging the situationAttention to detailConfidence when approaching customers and offering help, advice and informationAble to deal with difficult situations effectively and in a professional manner
Referral services
Certification
Understanding safeguarding for work
Timeline
Understanding safeguarding for work
06-2022
Safeguarding for Children - ALL4U Fostering
03-2022
Equality & Diversity - Ascentis Awarding Org
02-2022
Understanding an Inclusive Environment - Ascentis Awarding Org
05-2021
Introduction to British Values - Ascentis Awarding Org
05-2021
Customer Services Agent
Boots
01.2021 - Current
Customer Service
Lenstore
01.2020 - 01.2021
Section Manager
Bayley and Sage
01.2019 - 01.2020
Shop Floor Assistant
Uniqlo
10.2018 - 01.2019
Waiter
Nandos
01.2018 - 01.2019
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
12.1993 - 12.2006
B - GCSE Equivalent - English
Colegio Analise
12.1993 - 12.2006