Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
SeniorSoftwareEngineer
Tori Santos

Tori Santos

Old colwyn,Conwy

Summary

Polite and professional person with strong communication and multitasking skills. Experienced in resolving customer complaints within company guidelines and using own initiative. Implements customer follow-up to uphold service standards and guarantee customer satisfaction.

Overview

21
21
years of professional experience
3
3
years of post-secondary education

Work History

Customer assistant

Ventrica
Southend-on-Sea, Southend-on-Sea
03.2020 - 09.2024
  • Handled in-person, email and mailed correspondence.
  • Answered customer telephone calls promptly and improved on-hold wait times.
  • Offered advice on product selection for enhanced levels of support and service.
  • Assisted customers with product complaints, logging issues for investigation and providing replacement items.
  • Resolved customer issues using strong interpersonal skills and conflict resolution techniques.
  • Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.

Call handler

Ipsos MORI
London
01.2020 - 03.2020
  • Asked clear and relevant questions to extract critical information quickly.
  • Connected, held and transferred telephone calls by operating switchboards and consoles.
  • Employed typing speed and accuracy to generate notes while speaking to callers.
  • Triaged calls within desired timeframes, liaising with dispatch and supporting services to provide appropriate support.
  • Updated company internal telephone directory regularly with accurate, up-to-date information.
  • Managed and escalated complaints effectively, resulting in positive customer outcomes.
  • Made connections for outgoing calls to facilitate prompt communications.
  • Demonstrated compassion, emotional resilience and respect to handle high volume of emergency calls.
  • Handled high call volumes with accuracy and efficiency for optimum productivity.

Receptionist

BHF
Llandudno, Conwy
01.2017 - 06.2019
  • Maintained accurate and up-to-date records for smooth handovers.
  • Solved administrative and customer service issues with knowledgeable assistance and friendly support.
  • Managed bookings using Booker software to schedule, cancel and re-arrange [Timeframe] appointments.
  • Managed high volume of incoming calls from multi-line telephone system and documented messages.
  • Collected and distributed incoming mail, employing strict confidentiality throughout.
  • Handled office petty cash and maintained flawless records.
  • Kept reception area clean and organised to uphold professional office reputation.
  • Answered [Number]+ telephone calls per day, compiling detailed notes and promptly forwarding as required.

Cleaner

Wales holiday home cleaners
Holyhead, Anglesey
02.2013 - 06.2015
  • Followed health and safety standards governing correct use of chemicals.
  • Kept cleaning equipment to optimal standards to reduce cleaning inefficiencies.
  • Vacuumed carpeted areas and mopped hard floors.
  • Restocked, cleaned and sanitised bathroom spaces for optimum appearance and functionality.
  • Deep cleaned carpets using steam cleaner.
  • Communicated well with team across multiple locations.
  • Kept floors clean with regular sweeping, vacuuming and mopping.
  • Made beds and changed sheets and pillow cases to hotel standards.
  • Emptied and cleaned trash cans following procedures.
  • Cleared dust and debris from building sites.
  • Restocked, refreshed and sanitised bathroom facilities.
  • Scrubbed and sanitised toilets, sinks and kitchen fixtures for high quality finish.
  • Achieved spotless results within working timeframes to meet client needs.

Bartender

Elephant Pub
St Helens, St. Helens
03.2009 - 01.2010
  • Retained in-depth bar and menu item knowledge, providing expert recommendations to suit guest taste.
  • Detected drug or excessive alcohol abuse and took appropriate action for customer safety.
  • Built and maintained displays of spirits, enticing guests to make purchases.
  • Oversaw bar recordkeeping and stocktaking for organised and profitable operations.
  • Maintained knowledge of drinks promotions, pricing and menu changes, offering customers up-to-date, reliable advice.
  • Coordinated daily replenishment and stock resets to maintain organised, tidy bar space.
  • Attended tables regularly to check customer needs were met, promptly processing additional food and drink orders.
  • Collected, washed and put away glassware between guests.
  • Applied expertise to pour, mix and serve wide variety of drinks in line with customer's expectations.

Receptionist

St Helens Glass
St Helens, St. Helens
05.2006 - 01.2009
  • Maintained accurate and up-to-date records for smooth handovers.
  • Solved administrative and customer service issues with knowledgeable assistance and friendly support.
  • Created agendas for meetings, prepared materials and took detailed notes.
  • Managed office calendar, set new appointments and assisted with arrangements.
  • Tracked daily activities and important metrics with spreadsheets.
  • Collected and distributed incoming mail, employing strict confidentiality throughout.
  • Answered [Number]+ telephone calls per day, compiling detailed notes and promptly forwarding as required.
  • Acted as first point of contact for wide range of personnel.
  • Located information and records quickly to assist with ad-hoc queries.
  • Screened and verified visitor IDs, maintaining security of personnel and office environment.

Apprentice hairdresser

Morgan haircare
St Helens, St. Helens
05.2003 - 08.2006
  • Provided regular refreshments and snacks for continued customer satisfaction.
  • Managed complex schedules for multiple stylists, coordinating and confirming client appointments.
  • Maintained spotlessly clean salon workstations and tools.
  • Helped salon processes run smoothly through effective appointment allocation.

Tills assistant

McDonald's
St Helens, St. Helens
05.2003 - 06.2006
  • Regularly cleaned and straightened work areas, ensuring stores stayed tidy in line with company standards.
  • Educated customers on promotions, offers and special events to enhance product sales.
  • Handled currency payments, secured funds in register and prepared deposits at end of day.
  • Helped meet business needs by working extra shifts.

Education

NVQL3 - Hairdressing

St Helens College
St. Helens
09.2003 - 07.2006

Skills

  • Customer relations
  • Instant messaging
  • Customer experience
  • Data entry
  • LiveAgent
  • Team player
  • Customer care
  • Self-motivated
  • Office 365 usage
  • Communication skills
  • Team building
  • Time management
  • Problem-solving

Affiliations

  • Crafting
  • Singing
  • Acting

Timeline

Customer assistant

Ventrica
03.2020 - 09.2024

Call handler

Ipsos MORI
01.2020 - 03.2020

Receptionist

BHF
01.2017 - 06.2019

Cleaner

Wales holiday home cleaners
02.2013 - 06.2015

Bartender

Elephant Pub
03.2009 - 01.2010

Receptionist

St Helens Glass
05.2006 - 01.2009

NVQL3 - Hairdressing

St Helens College
09.2003 - 07.2006

Apprentice hairdresser

Morgan haircare
05.2003 - 08.2006

Tills assistant

McDonald's
05.2003 - 06.2006

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Tori Santos