Stefania Loupi
Welwyn Garden City
Summary
I am an ambitious and a motivated individual, who is excellent in working within a team. I am passionate about gaining continuous knowledge, experience, and professional development.
Overview
8
8
years of professional experience
Work History
Billing & Operations advisor - Affinity Water / Social media platforms/ WhatsApp
Affinity Water
10.2025 - Current
- Respond to customer enquiries through WhatsApp , Helping with billing , payments and account queries .
- Resolve customer issues by investigating accounts and working with other teams where needed.
- Handle operational queries enquiries, including leaks, no water, low pressure , water quality issues and planned or unplanned supply interruptions .
- Raise jobs and refer cases to the relevant operational teams to help resolve customer issues.
Customer Advisor
Affinity Water
Hatfield
05.2024 - Current
- Manage customer billing enquiries via phone , email, and correspondence, ensuring accurate and timely resolution
- Process account adjustments, refunds, and payment plans in line with company policies and regulatory requirements
- Maintain accurate customer records and billing date using internal systems
- Liaise with internal teams ( collections, customer service , and technical support) to resolve complex account issues
- Provide clear explanations of charges , tariffs , and metering to customers , promoting understanding and trust
- Adhere to compliance standards, GDPR requirements, and company service - level agreements
- Successful in resolving customer concerns by actively listening to them and providing solutions within company guidelines.
- Accurately processing customer payments , account updates, and service changes
- Always educating our customers on water conservations practises , billing periods , and available payment options.
- Key Achievements
- Consistently exceeded monthly targets for call resolution and customer satisfaction scores
- Recognised for delivering outstanding service, contributing to a measurable improvement in first contact resolution rates
- Supported vulnerable customers by setting up tailored payment solutions, ensuring affordability and long term improvements
Complaints & Resolution handler
Affinity Water
06.2026 - 08.2026
- Manage customer complaints from start to finish, making sure each case is handled fairly and in line with company procedures.
- Investigate complex billing issues by reviewing account history and working with internal teams to find a resolution.
- Keep customers updated throughout the complaints process , providing clear explanations and regular communication
- Resolve complaints relating to billing and customer service
- Identified the root cause of issues and took steps to prevent repeat complaints where possible
- Maintained accurate case records and met complaint handling deadlines and quality standards
Hotel Receptionist
Holiday IN
Stevenage
09.2022 - 11.2022
- Delivered a high standard of front desk service , welcoming guests and managing check in/check out procedures efficiently.
- Handled reservations room allocations and payment processing using hotel booking systems
- Responded to guest enquiries and complaints both in person and over the phone , ensuring accurate swift resolution and customer satisfaction
- Coordinated with housekeeping, maintenance, and other departments to ensure smooth day to day hotel operations
- Managed cash handling , daily balancing and reconciliation of front desk accounts
- Excellent computing skills when it comes to sending emails, preparing letters, and confirming bookings. Able to learn how to operate a new computer system that the hotel uses.
- Dealing with customer data protection
- Promoted hotel services and facilities, upselling rooms and packages to maximise revenue
Waitress
Bill's Restaurant
Welwyn Garden City
08.2021 - 08.2022
- Working at bills I have learned to deliver excellent customer service
- Developed the ability to up sell items on the menu to increase profits
- Very good at challenging and busy shifts
Barista
Bill's Restaurant
Welwyn Garden City
06.2021 - 08.2022
- Working well under pressure and busy shifts by providing good quality drinks and coffees.
- Developed basic skills in making coffee, such as steaming, pouring and grinding.
- Keeping the bar and equipment in excellent and clean condition through all time.
Waitress
Pizza Express
St Albans
05.2021 - 10.2021
- Provided the optimum customer experience as a waitress by accurately taking customers orders and safely handling food, while simultaneously enhancing customer service and verbal communication skills
- Serve food and drinks to customers and prepare desserts and coffees
- Check with customers to ensure that they are enjoying their meal
- Present and give menus to the customers and making meal recommendations
- Maintaining knowledge of the current menu of pizza express and preparation methods
- Maintaining a professional appearance via customer service
Assistant
Little Tulips Nursery
Welwyn Garden City
01.2019 - 01.2019
- Using understanding of child development to plan and lead activities for the 2-5 age group
- Worked together with colleagues to ensure best practice is constantly delivered
- Genuine love of children and sensitivity to their needs
- Excellent communication and listening skills
Education
Gcse’s - undefined
Stan borough Secondary School
Welwyn Garden CityLevel 3 Year 2 Business Enterprise certificate - undefined
Oaklands College
Welwyn Garden City01.2022
Level 3 Year 1 business Enterprise certificate - undefined
Oaklands College
Welwyn Garden City01.2021
Skills
- Multilingual – Greek, English, Spanish
- Excellent customer service
- Good drawing skills
Personal Information
Driving License: Currently learning how to drive.
Accomplishments
- Participating in sporting volleyball events.
Timeline
Complaints & Resolution handler
Affinity Water
06.2026 - 08.2026
Billing & Operations advisor - Affinity Water / Social media platforms/ WhatsApp
Affinity Water
10.2025 - Current
Customer Advisor
Affinity Water
05.2024 - Current
Hotel Receptionist
Holiday IN
09.2022 - 11.2022
Waitress
Bill's Restaurant
08.2021 - 08.2022
Barista
Bill's Restaurant
06.2021 - 08.2022
Waitress
Pizza Express
05.2021 - 10.2021
Assistant
Little Tulips Nursery
01.2019 - 01.2019
Level 3 Year 1 business Enterprise certificate - undefined
Oaklands College
Level 3 Year 2 Business Enterprise certificate - undefined
Oaklands College
Gcse’s - undefined
Stan borough Secondary School