Summary
Overview
Work History
Education
Skills
Timeline
Generic
Liliana Almeida

Liliana Almeida

Beveren Waas

Summary

Professional with strong organizational and multitasking skills, prepared to excel in school environment. Known for effective communication, administrative proficiency, and warm, welcoming demeanor. Dependable in team setting, adaptable to changing needs, and focused on delivering results. Skilled in managing phone systems, coordinating schedules, and providing top-tier customer service while maintaining confidentiality and professionalism.

Overview

10
10
years of professional experience

Work History

School Receptionist

Bolton UCS
05.2024 - 12.2024
  • Managed daily attendance records to ensure accuracy in reporting absences or tardiness of students.
  • Contributed to a positive work culture among staff members through proactive problem-solving efforts.
  • Handled confidential information with discretion while working closely with school counselors on student matters.
  • Facilitated efficient meeting scheduling between school staff, parents, and students as needed.
  • Collaborated with administrators to plan and execute successful school events, such as open houses and conferences.
  • Increased office organization through effective inventory management of supplies, resulting in cost savings for the school budget.
  • Served as a liaison between school administration and the community by addressing concerns promptly and professionally.
  • Strengthened relationships among faculty, staff, parents, and students by fostering open lines of communication and a friendly, approachable demeanor at the reception desk.

Cleaner

Sentrex
10.2023 - 12.2023
  • Handled equipment, chemicals, and materials properly and with caution.
  • Cleaned and sanitized bathrooms, kitchens and other similar areas according to established protocols.
  • Cleaned and polished glass doors, mirrors and other surfaces to maintain professional appearance.
  • Confirmed all cleaning tools and equipment were stored properly after use.
  • Used time management and efficient cleaning methods to meet deadlines.
  • Provided assistance to other staff members with cleaning of difficult areas.
  • Maintained a well-organized storage area for cleaning supplies to ensure easy access and efficient use of materials.
  • Enhanced workplace cleanliness by performing thorough daily cleaning tasks, including sweeping, mopping, and dusting.
  • Removed trash, debris and other waste materials from premises.
  • Cleaned and maintained lobbies, offices and other common areas in commercial buildings.
  • Improved overall facility hygiene by sanitizing high-touch surfaces regularly to minimize the spread of germs.
  • Developed strong relationships with clients through professionalism and consistent delivery of reliable services tailored to their specific needs.

Flight Attendant

Ryanair
05.2023 - 10.2023
  • Answered passenger questions and provided solutions to issues arising during flights.
  • Contributed to company success by consistently achieving high performance ratings for customer service, teamwork, and punctuality.
  • Demonstrated flexibility and adaptability amidst schedule changes, delays, or challenging situations while maintaining a positive attitude.
  • Collected and reported feedback from passengers to airline management, contributing to continuous service improvement.
  • Assisted passengers with special needs, ensuring comfortable and hassle-free travel experiences.
  • Maximized on-time departures by expediting baggage handling and coordinating with ground staff.
  • Contributed to increased revenue by promoting available seat upgrades and additional services at check-in counters.
  • Trained new Check-in Agents on best practices in customer service delivery, fostering a positive work environment.

Supervisor

Marino Hotel
11.2022 - 04.2023
  • Managed laundry sorting, washing, drying, and ironing.
  • Implemented safety protocols for handling hazardous materials, reducing workplace accidents and ensuring compliance with OSHA regulations.
  • Investigated guest complaints and resolved issues to increase customer satisfaction and establish trust.
  • Developed strong working relationships with vendors to ensure timely delivery of supplies and cost-effective purchasing decisions.
  • Conducted regular room inspections to verify compliance with housekeeping standards.
  • Disposed of trash and recyclables each day to avoid waste buildup.
  • Regularly monitored employees'' adherence to hotel policies and procedures, ensuring consistent application of brand standards across the department.
  • Managed scheduling, payroll, and performance evaluations for housekeeping staff, fostering a positive work environment that encouraged professional growth.
  • Trained and mentored all new personnel to maximize quality of service and performance.

Receptionist

Bounce Central Uk
02.2022 - 11.2022
  • Confirmed appointments, communicated with clients, and updated client records.
  • Answered phone promptly and directed incoming calls to correct offices.
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Responded to inquiries from callers seeking information.
  • Kept reception area clean and neat to give visitors positive first impression.
  • Resolved customer problems and complaints.
  • Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
  • Answered central telephone system and directed calls accordingly.
  • Corresponded with clients through email, telephone, or postal mail.
  • Handled cash transactions and maintained sales and payments records accurately.

Personal Assistant

Allday Pa
09.2021 - 12.2021
  • Accomplished project deadlines by assisting with task completion whenever required.
  • Oversaw personal and professional calendars and coordinated appointments for future events.
  • Displayed absolute discretion at handling confidential information.
  • Responded to emails and other correspondence to facilitate communication and enhance business processes.
  • Maintained appropriate filing of personal and professional documentation.
  • Improved time management of the executive through effective prioritization and organization of tasks.
  • Aided executive in personal tasks such as scheduling appointments or running errands when needed.
  • Managed travel arrangements including flights, accommodations, and itineraries for smooth business trips.
  • Served as first point of contact for incoming visitors or phone calls, ensuring prompt responses or directing inquiries appropriately.

Customer Service Advisor

HM Revenue & Customs
12.2020 - 08.2021
  • Participated in cross-functional projects aimed at improving overall company performance and customer experience.
  • Provided exceptional support during peak periods or staff shortages, maintaining high levels of productivity.
  • Implemented strategies to reduce average handling time without compromising on service quality.
  • Collaborated with team members to achieve monthly targets and improve overall performance.
  • Created customer support strategies to increase customer retention.
  • Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Developed rapport with customers, fostering long-term relationships and repeat business.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

Customer Service Assistant

Trusted Mortgage Group Claims
04.2020 - 12.2020
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
  • Analyzed customer feedback to identify areas for improvement.
  • Processed returns and exchanges, adhering to company policies while prioritizing customer satisfaction.
  • Gathered and verified data from customers to promote marketing initiatives.
  • Trained new employees on company procedures, products, and best practices in customer service.
  • Built strong relationships with customers and colleagues by providing friendly and personable service.
  • Answered customer questions about product availability and shipment times.
  • Streamlined the customer service process for increased efficiency and faster response times.
  • Refunded money and adjusted bills to resolve customer service or billing complaints.
  • Utilized problem-solving skills to address customer queries and complaints.
  • Provided exceptional support during peak hours as well as holidays and special events.
  • Conducted client and market surveys to identify areas of improvement.

Supervisor

People Solutions
09.2018 - 11.2020
  • Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
  • Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
  • Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
  • Implemented safety protocols to minimize workplace accidents and maintain compliance with industry standards.
  • Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
  • Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
  • Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
  • Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.

Administrative Assistant

XPO Missguided Logistics
10.2017 - 10.2018
  • Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
  • Ensured accurate record-keeping with diligent data entry and database management for vital company information.
  • Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
  • Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
  • Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
  • Assisted in onboarding new employees, providing training materials, and coordinating orientation schedules to ensure a smooth integration into the team.
  • Organized office events such as holiday parties or team-building activities, promoting a positive company culture and boosting employee morale.
  • Assisted with human resources tasks such as updating employee files or submitting time-off requests per company policy guidelines.
  • Optimized calendar management for executives by scheduling appointments strategically while considering priorities and minimizing conflicts.
  • Facilitated collaboration within team by organizing regular meetings and tracking project progress.
  • Boosted team productivity by managing communication channels and ensuring timely responses to inquiries.

Team Leader

Amazon Logistics M1
01.2017 - 10.2017
  • Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
  • Established open and professional relationships with team members to achieve quick resolutions for various issues.
  • Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
  • Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
  • Managed conflict resolution among team members, fostering a positive and collaborative work environment.
  • Assisted in recruitment to build team of top performers.
  • Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
  • Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
  • Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
  • Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
  • Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.

CALL CENTRE AGENT

GLOBAL PROJECT RESOURCES
05.2015 - 01.2017
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
  • Identified upselling opportunities to increase revenue generation.
  • Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
  • Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
  • Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.

Education

High School Diploma -

Pendelton Sixth Form
Pendelton Salford
07-2018

Skills

  • Empathy and patience
  • Scheduling appointments
  • Strong organization
  • File management
  • Telephone skills
  • Front desk operations
  • Information dissemination
  • Meeting preparation
  • Greeting and seating clients
  • Scheduling
  • Customer/Client relations
  • Service-oriented mindset
  • Document management
  • Schedule management

Timeline

School Receptionist

Bolton UCS
05.2024 - 12.2024

Cleaner

Sentrex
10.2023 - 12.2023

Flight Attendant

Ryanair
05.2023 - 10.2023

Supervisor

Marino Hotel
11.2022 - 04.2023

Receptionist

Bounce Central Uk
02.2022 - 11.2022

Personal Assistant

Allday Pa
09.2021 - 12.2021

Customer Service Advisor

HM Revenue & Customs
12.2020 - 08.2021

Customer Service Assistant

Trusted Mortgage Group Claims
04.2020 - 12.2020

Supervisor

People Solutions
09.2018 - 11.2020

Administrative Assistant

XPO Missguided Logistics
10.2017 - 10.2018

Team Leader

Amazon Logistics M1
01.2017 - 10.2017

CALL CENTRE AGENT

GLOBAL PROJECT RESOURCES
05.2015 - 01.2017

High School Diploma -

Pendelton Sixth Form

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Liliana Almeida