RAISSA FERREIRA
Birmingham,United Kingdom
Summary
Versatile HR and business professional with expertise in facilities management, team leadership, and customer relations. Proven ability to drive operations, lead multidisciplinary teams, and implement people-focused initiatives that enhance engagement and performance. Strong communicator recognized for building relationships across all organisational levels and delivering exceptional results. Awarded Rising Star and Colleague of the Year for outstanding service and collaborative problem-solving. Committed to leveraging these competencies to drive organisational success and enhance customer satisfaction.
Overview
6
6
years of professional experience
7
7
years of post-secondary education
1
1
Certification
Work history
Facilities Management Coordinator
Mitie
Birmingham, West Midlands
2025.03 - 2026.03
- Coordinate end to end soft facilities operations for a high profile client site, overseeing reception services, customer relations, and multi-disciplinary teams.
- Lead, train, and performance-manage cleaning staff and engineers, fostering engagement and maintaining high operational standards.
- Manage planned preventative maintenance (PPM), reactive maintenance, and M&E inspections using CMMS (Maximo) to track work orders, assets, and compliance.
- Conduct site audits and ensure adherence to health, safety, fire, and environmental regulations.
- Act as primary stakeholder contact, resolving issues promptly and maintaining strong working relationships across all levels.
- Oversee contractor performance and vendor SLAs, coordinating resources to ensure works are completed on time and to required standards.
- Implement process improvements to enhance service efficiency and user experience.
- Monitored building security systems to enhance office safety measures.
Front of house Manager
Wagamama
Birmingham, West Midlands
2022.05 - 2025.01
- Led front-of-house operations in a high volume restaurant, driving service quality, team performance, and commercial results.
- Recruited, onboarded, and performance-managed a team of 15+ FOH staff, delivering structured training and ongoing coaching.
- Owned NPS and guest feedback through CRM analysis, acting as senior escalation point to resolve complaints and improve customer satisfaction.
- Designed staff incentive and recognition programmes aligned to sales and service KPIs, increasing team engagement and performance.
- Managed rotas, labour costs, budgets, and stock control using demand forecasting to optimise productivity and reduce waste.
- Selected as Marketing Sensei , leading local marketing and community initiatives to increase customer acquisition and repeat visits.
Supervisor
Slim Chickens
Birmingham, West Midlands
2019.11 - 2022.02
- Improved team efficiency by implementing new scheduling practices.
- Facilitated monthly training sessions for enhanced staff performance.
- Ensured smooth operations with regular maintenance checks. Promoted a safe work environment by enforcing strict adherence to safety regulations.
- Organised team resources, resulted in improved project timelines.
- Developed comprehensive training programmes for improved staff performance.
Education
Bachelor of Science - Business and Human Resources Management
Coventry University
Coventry, West Midlands 2021.09 - 2024.07
Certificate of Higher Education - Business and Law
South and City College
Birmingham, West Midlands 2020.09 - 2021.06
GCSEs - Maths, English, Geography, Sociology, Portuguese
Liceu Joao XXIII
Guinea-Bissau 2014.09 - 2018.06
Skills
- Scheduling software use
- Excel spreadsheet mastery
- Leadership proficiency
- Excellent customer service etiquette & complaint resolution
- Recruitment and training management
- Communication skills & problem-solving
- Customer relationship management systems
- Knowledge of gdpr regulations
LANGUAGES
English
Native
Portuguese
Native
Spanish
Upper intermediate
French
Intermediate
Certification
- Level 5, CIPD Qualification (accredited through BA (Hons) Business & Human Resources Management at Coventry University
- IOSH Managing Safely - Mitie
- CS50 Certificate in Computer Science - Harvard University (Online)
Timeline
Facilities Management Coordinator
Mitie
2025.03 - 2026.03
Front of house Manager
Wagamama
2022.05 - 2025.01
Bachelor of Science - Business and Human Resources Management
Coventry University
2021.09 - 2024.07
Certificate of Higher Education - Business and Law
South and City College
2020.09 - 2021.06
Supervisor
Slim Chickens
2019.11 - 2022.02
GCSEs - Maths, English, Geography, Sociology, Portuguese
Liceu Joao XXIII
2014.09 - 2018.06