Summary
Overview
Work history
Education
Skills
Languages
Affiliations
Timeline
Generic

SERINA BALDE

Summary

A highly motivated and ambitious individual seeking a full time job to display varied skills and develop professionally. An extensive experience working in client-facing roles, where excellent interpersonal skills to provide customer service across multiple settings were developed. Demonstrable experience dealing with customer queries, promoting beauty products, and demonstrating application techniques to inform client purchases and increase company sales. A highly organised individual, who can manage various responsibilities accurately and effectively and prioritise a busy workload. Excels when working within a team to complete tasks, collaborating effectively to deliver a high-quality service. Takes on challenging new role harnessing interpersonal skills, collaboration and problem-solving. Driven to deliver high-quality service and consistent results

Overview

6
6
years of professional experience

Work history

Teaching assistant

In2Educatuon
04.2025 - Current
  • Supported classroom teacher with behaviour management, promoting a positive learning environment.
  • Collaborated with teaching staff in organising school events, fostering community spirit.
  • Offered one-on-one guidance to struggling students for improved academic performance.
  • Tutored students individually and in small groups to reinforce learning concepts from core subjects.
  • Performed administrative activities such as taking attendance, marking assignments and maintaining student records.
  • Prepared positive, productive learning environments with engaging wall displays and effective resources.

Customer services advisor

MB Heating and Plumbing
London
01.2025 - 04.2025
  • Provided accurate information to customers, which resulted in fewer returned orders.
  • Performed administrative duties efficiently; this included managing schedules, organising files and drafting correspondence
  • Responded to customer queries and provided excellent customer service.
  • Handled high volume calls whilst maintaining professionalism and composure.
  • Improved customer satisfaction by addressing and resolving complaints swiftly.
  • Kept up-to-date with company policies, ensuring correct information was given at all times.

Senior waitress

Dukes hotel
London
04.2022 - 12.2024
  • Served meals and beverages promptly, enhancing the overall dining atmosphere.
  • Managed bookings and reservations efficiently, minimising waiting time for customers.
  • Communicated effectively with team members during busy shifts for seamless operations.
  • Handled customers' queries and complaints, ensuring resolution and customer satisfaction.

Customer Consultant/ Compliance Assistant

MB Heating and Plumbing
City of London
09.2022 - 09.2023
  • Placement Year for 1 year
  • Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
  • Employed active listening and product expertise to successfully resolve inbound queries
  • De-escalated objections and disputes professionally to maintain customer satisfaction.
  • Worked with call handling technology to respond to increased customers within target timeframes.
  • Adhered strictly to policies and procedures for continued company compliance.
  • Processed customer correspondence, reducing communication delays for improved client satisfaction ratings.
  • Followed up on unresolved customer issues to research and correct problems.
  • Monitored and enforced internal controls to reduce non-compliance issues.
  • Collaborated closely with legal team for accurate interpretation of laws and regulations.
  • Delivered timely updates on new regulations to concerned departments, guaranteeing immediate action when required.

Customer Assistant

Sitel UK
City of London
01.2022 - 03.2022
  • Listened actively to offer accurate information and best solution to their needs.
  • Supported people during Covid-19 pandemic
  • Obtained feedback from customers to improve service experience.
  • Applied conflict management to stressed and concerned customers.
  • Followed scripts when answering common customer questions.
  • Maintained excellent client satisfaction by providing in-depth support.
  • Provided primary customer support to internal and external customers.

Waitress/ Bartender

GIG Hospitality
London
08.2019 - 03.2021
  • Worked efficiently as a team to serve high volumes of customers in a busy, fast-paced role
  • Displayed a flexible approach to work, demonstrating an ability to deliver at pace
  • Handled customer enquiries, maintained store cleanliness, managed queues in-store, and processed orders
  • Greeted customers, identified their needs, and recommended options -Built a rapport with customers -Demonstrated good communication skills
  • Managed stock levels and inventory
  • Supported team leader in improving operations and resolving issues to deliver top-notch customer service.
  • Maintained knowledge of current sales and promotion
  • Checked customers' ages for restrictions on items like alcohol
    Employed excellent time-management skills to maximise task completion and reduce errors.
  • Applied effective upselling techniques to increase per-sale revenues.
    Served each guest with sincere, positive and enthusiastic attitude.
  • Maintained facility compliance with health codes, sanitation requirements, and licence regulations.

Advertising Assistant

Wieden + Kennedy
City of London
08.2019 - 08.2019
  • Work experience
  • Wrote engaging, entertaining and informative media scripts for different uses.
  • Organised marketing plans and programmes to best support business growth and development.
  • Monitored consumer trends and accurately interpreted meaning to predict future changes.
  • Crafted campaigns using market understanding, consumer analysis, and advertising psychology.
  • Developed marketing plans to support department strategies.

Legal Secretary

Shanti & Co Solicitors
City of London
07.2019 - 07.2019
  • Completed 4 week internship
  • Attended meetings and real-life case studies in court.
  • Recorded and monitored court appearance dates.
  • Shadowed Government professionals and Lawyers
  • Held presentations to both clients and colleagues
  • Assisted in maintaining department solicitor personnel files with utmost confidentiality.
  • Composed and revised legal documents, including letters, depositions and court documents
  • Assisted solicitors in collecting employment, medical and financial records.

Education

Bachelor of Arts - Politics

Coventry University
Coventry
09.2020 - 11/2024

A-Levels -

The Petchey Academy Sixth Form
London
09.2018 - 07/2020

GCSEs -

The Petchey Academy
LONDON
09.2013 - 07/2018

Skills

  • Proficient in Microsoft Word, PowerPoint, and Publisher, skills honed during employment as legal secretary
  • Good written communication skills from varied Experience writing letters, academic assignments, and preparing presentations to articulate complex information clearly
  • Problem-solving skills to implement creative solutions to overcome issues and improve commercial processes
  • Outstanding professional standards; punctual, hard-working, and committed
  • Exceptional interpersonal skills with ability to build and maintain relations with clients
  • Excellent time management
  • Highly adaptable, capable of responding to change and acquiring new skills quickly
  • Team player, with proven ability to collaborate with colleagues to achieve shared objectives

Languages

Portuguese
Native
Spanish
Intermediate

Affiliations

  • VOLUNTARY , Voluntary Jul 2024 John Wesley's Methodist Church London -Volunteered each Wednesday for four weeks, feeding the homeless and refugees across the local community -Gained direct insights and knowledge of the global refugee crisis and growing inequality within the community
  • Passionate about photography, specialising in landscape and portrait photography, which has honed my creativity, attention to detail, and technical skills in photo editing skills.

Timeline

Teaching assistant

In2Educatuon
04.2025 - Current

Customer services advisor

MB Heating and Plumbing
01.2025 - 04.2025

Customer Consultant/ Compliance Assistant

MB Heating and Plumbing
09.2022 - 09.2023

Senior waitress

Dukes hotel
04.2022 - 12.2024

Customer Assistant

Sitel UK
01.2022 - 03.2022

Bachelor of Arts - Politics

Coventry University
09.2020 - 11/2024

Advertising Assistant

Wieden + Kennedy
08.2019 - 08.2019

Waitress/ Bartender

GIG Hospitality
08.2019 - 03.2021

Legal Secretary

Shanti & Co Solicitors
07.2019 - 07.2019

A-Levels -

The Petchey Academy Sixth Form
09.2018 - 07/2020

GCSEs -

The Petchey Academy
09.2013 - 07/2018
SERINA BALDE