Telma Desouza
Harrow
Summary
Customer care assistant with extensive experience in delivering exceptional service and fostering customer satisfaction at McDonald's from 2017 to 2026. Demonstrated expertise in customer relationship management, complaint handling, and service recovery, ensuring seamless resolution of issues while maintaining trust. Skilled in conflict mediation, active listening, and calm communication to effectively address challenges and enhance service quality. Proven ability to collaborate with teams to achieve targets and uphold safety standards within fast-paced environments. Committed to leveraging strong problem-solving abilities and quality assurance practices to drive customer service excellence and support organisational goals.
Overview
4
4
Languages
8
8
years of professional experience
Work History
Customer Care Assistant
McDonalds
09.2017 - 01.2026
- Engaged with customers to better understand needs and deliver excellent service.
- Managed complaints with calm, clear communication and problem-solving.
- Implemented conflict resolution techniques to handle difficult situations calmly and effectively, maintaining customer trust.
- Identified issues, analysed information and provided solutions to problems.
- Met established service time targets by streamlining processes and enhancing efficiency.
- Collaborated with team members to achieve target results.
- Maintained clean, safe working environments to eliminate accident risks.
Education
A-Levels - Food Technology
Shree Damodhar High School
Loliem01-1988
Skills
- Customer relationship management
- Complaint handling
- Service recovery
- Quality assurance
- Problem-solving techniques
- Conflict mediation
- Calm communication
- Active listening
- Team coordination
- Customer service excellence
Languages
English
Advanced
C1
Marathi
Advanced
C1
Konkani
Proficient
C2
Hindi
Proficient
C2
Timeline
Customer Care Assistant
McDonalds
09.2017 - 01.2026
A-Levels - Food Technology
Shree Damodhar High School