Customer Service Office Assistant

David Martins

+917*********/ **********@*****.***

www.linkedin.com/in/david-martins-1a5980a7

I have worked in the hospitality and customer services industry for over 9 years and have knowledge working across different countries, languages and sectors. I have worked with many electronic purchase order systems and stocktake software and have extensive knowledge of how bars, restaurants and other businesses run. I set up and manage a customer service team delivering high-quality service to over 200 clients internationally. I am well versed in setting up, training and managing teams to provide superior client support via email, phone, virtual as well as face to face meetings.

Skills & Experience: Restaurants & hospitality / Customer service & client account management / Streamlining processes, setting up teams & improving efficiency / Knowledge & experience of working with electronic purchase order systems and stocktake software

Account Support Manager, Stocktake Online, London, U.K. September 2016 – January 2020

Account Management: Ensuring full set up of clients' databases, integration (bridge) between software stock control and EPoS. Understand client’s requirement to create a control system to track all costs and sales. I have worked with many varied clients from small businesses with single sites to clients with turnovers of 1 million pounds and multiple sites.

People & Team Management: I manage an Indian & UK team and lead on recruitment, training and tasks, ensuring excellent customer service.

Quality Assurance: I supervise the support channel (Zendesk) and all client projects.

Strategic: Devise ideas and ways to improve companies' income and cut costs. Working closely with our development team to support the improvement of the STO software.

Supporting sales and marketing: management plans, business strategies.

Client Support Advisor: Making sure that the STO system runs without any issues, resolving or escalating any issues as they arise. Managing client data by ensuring it is formatted appropriately for the STO system and looking after customer service via phone, email, as well as virtual and face to face meetings.

Customer Service Advisor, Lycatel, London, U.K. (May 2016 - August 2016)

Supported clients in English and Portuguese over the phone and via email with a strong knowledge of networks and mobiles.

Office Assistant (Voluntary) - The Bromley By Bow Centre U.K (December 2015 – April 2016)

Supported the day to day aministration of an innovative community organisation in east London, working in one of the most deprived boroughs in the UK; supporting families, young people and adults of all ages to learn new skills, improve their health and well-being and find employment.

Food and Beverage Assistant, Hilton Worldwide - (June 2015 - September 2015)

Main point of contact for room service, buffet and restaurant for all food and beverage requests (food allergies, special requests); including checking dates to ensure that health and safety standards were met.

Head Bartender, The Mayfair Hotel (October 2014 - February 2015)

Managed and trained staff, in charge of creating and maintaining the rota. Balanced the till at the end of the night to ensure all payments were put through the system. Matched wines to food whilst being able to talk with confidence about the menu.

Bartender, 34 Caprice Holdings Ltd. – Bartender (June 2013 - October 2014)

Mixologist, barista and manager of the function room for private bookings.

From 2012 I worked in various bars in Lisbon, Portugal.

Education:

Level 1 & 2 as a Cheff (High School) in Portugal

Languages

English (Fluent)

Portuguese (Fluent)

Spanish (Limited Working)

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