Curriculum Vitae

Name: Magda Da Silva

D.O.B: 16/07/1993

Address: Flat 1C Worlington Road

Mildenhall

Bury St Edmunds

IP28 7FL

Mobile number: 078********

Email address: adfvpi@r.postjobfree.com

Personal statement:

I am a very outgoing person who strives for success in whatever field I go into. I have a high attention to detail and take pride in my work as this is a reflection of me as a person.

I like to go the extra mile and stand out from others as I am looking to progress further with my career and am currently looking for a new and exciting challenge to better myself. I find it very easy to work with others as part of a team but also work well by myself and achieve goals and targets.

Elevate Credit- Team Manager- Bury St Edmunds – 12th February 2018- present

Duties: I started off as a Deputy Manager helping the Manager feedback QA, complete the daily rota to manage the work flow, getting cover for the evening and weekend shift. I supported the team with complaint calls where needed. Since being at Elevate I have help improve their training process introducing a new Mentor/Academy process this helps to ensure the new candidates have the best training possible. I have also introduced call guides after 4 months of being there I won an Award for raising the bar for my work of introducing these changes to better the business, and after a position came up for a Team Manager role I applied and was successful in my interview. I now look after the Admin team and as well as the above I also unsure we keep to SLA with answering the emails that come into to the business, making sure that Live chat runs smoothly and that we have enough cover on each day to complete each task. I complete monthly 1-2-1’s with my team members and monthly Team meetings. I do monthly incentives to make sure the team are kept engaged and to bring a bit of fun to an otherwise stressful routine. I have developed 5 of my team members to other arears of the business which is a great feeling seeing them develop and move into bigger and better opportunities. I handle HR related cases and handling private and confidential maters I have lead a few absence reviews. We attend weekly QA/Admin sprint meetings to discuss the business priorities and what will be the next goal to work towards. I feel this is a very rewarding role being able to develop people and incentivise your team to achieve their goals, and work towards their career progression and watch them grow in their career.

Hastings Direct (Real Time Analyst)- Newmarket -2013- 28th January 2018

Duties: I started in a fast paced, customer facing role in which deal with all aspects of the general insurance market. This relates to things from simply answering client queries to re-broking, mid-term changes, complete overviews and dealing with complaints procedures. Keep a healthy relationship between the insured and insurer. This ranged through the insurer sector (car, van, home and public liability insurance). Also included is the providing training and coaching of other members of staff, I have stepped up and assisted in supporting the floor whilst managers had their offsite and also assisting whilst they attended meeting making sure all CR’s had the correct support and guidance, as I have been with the company for a while and worked through the levels reaching the highest levels within my role. I was then, in December 2015 internally promoted to real time analyst. This role includes analysing data to predict the volumes of calls and change pathways of agents to ensure the highest possible answer rate was achieved every day. I have also received bespoke systems training relevant to my role and am very competent using these. I had to make on the spot decision when we had any system errors to ensure we recover our Service Level, I completed admin work daily to ensure we had the correct lunches, attendance, holiday etc I attended meetings with Team Leaders and CCL every week to discuss actions. Completed weekly and daily forecast to be sent out to Team Leaders and CCL’s.

Toni & Guy Newmarket -2010 - 2013

Duties: My duties involve, Shampooing, reception, making appointments, dealing with clients complaints, answering questions, retails, explain about the products, double checking if clients need anything, re-ensure them of what is happening, putting clients records onto the system, cashing up doing the daily records, checking if stylist's/technicians need anything and rearranging appointments.

Work Experience:

In year 10 I have done 2 weeks of working in a primary school in Newmarket. I was assisting a year 4 class for a week and for the other week I helped on activities week were all the year where together and doing different activities. I gained a lot of confidence I was able to experience something I wanted for my future but doing that also help me see a side of the learning environment that I had never seen before and see how much of a responsibility it is as a teacher. I then got asked to go back and help during the activities week.

Education:

Secondary school: Newmarket College

College: CRC- Cambridge Regional College

Qualifications:

Subjects

School

Exam board

Grade

ILM Level 3 Diploma for Managers

West Suffolk College

N/A

Still attending

Numeracy Functional Skills Level 2

West Suffolk College

City & Guilds

Pass

NVQ Level 1 Hairdressing

Cambridge Regional College

City & Guilds

Pass

NVQ 2 Apprentice

Cambridge Regional College

City &Guilds

Pass

English Functional

Cambridge Regional College

City & Guilds

Pass

Numeracy Functional

Cambridge Regional College

City & Guilds

Pass

Acrylic Nails

Essential Nails

City & Guilds

Pass

Maths

Newmarket College

B

Portuguese

Newmarket College

A

Extra Skills- Fluent in Portuguese and English

References are available on request both character and professional

Contact this candidate