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Cadija Embaló

@cadijaembal

Message

I resolve complex customer issues across phone, email, chat, and digital support channels.

United Kingdom

Message

What I'm looking for

I'm looking for a customer support or digital operations role where I can resolve complex customer issues, use data and digital tools to improve processes, and contribute to a collaborative, high-quality service environment.

I deliver high-volume customer support for Firstsource Solutions UK across phone, email, and digital channels, resolving issues, complaints, and escalations with empathy and clarity.

I maintain accurate case notes and customer records, follow compliance procedures, and consistently work toward response-time, QA, and first-contact-resolution KPIs.

I also identify recurring customer issues and share feedback that improves processes and customer experience while collaborating effectively in a fully remote environment.

I’ve strengthened my digital operations skills through a Level 3 Data Technician bootcamp, building foundations in Excel, Power BI, Tableau, Azure SQL, Python, data governance, and cloud concepts.

Experience

Work history, roles, and key accomplishments

Remote Customer Service Representative

First Source Solutions UK Ltd

Oct 2022 - Sep 2026 (3 years 11 months)

Delivered high-volume customer support across phone, email, and digital channels, resolving issues and escalations with empathy. Maintained accurate case notes and consistently achieved KPIs including response time and first-contact resolution.

Customer Service Complaint Handling Case Management CRM KPI Management Remote Collaboration Microsoft Office Data Protection

Label Checker / Quality Control Assistant

2 Sisters Food Group

Feb 2020 - Mar 2022 (2 years 1 month)

Checked product labels for accuracy and completed detailed inspection reports. Supported production teams by identifying issues and ensuring compliance with quality standards.

Quality Control Attention To Detail Documentation Compliance Inspections

Education

Degrees, certifications, and relevant coursework

LeepTalent

Digital Skills Bootcamp: Data Technician (Level 3), Data Technician

2026 - 2026

Completed a Level 3 Digital Skills Bootcamp in Data Technician, covering Excel, Power BI, Tableau, Azure SQL, Python, and data governance.

Back 2 Work Training

Customer Service Training (Level 1), Customer Service

2022 - 2022

Completed Customer Service Training (Level 1), covering contact centre operations, telephone selling, customer support, and teamwork.

Instituto Superior de Ciências Sociais e Políticas

Bachelor's degree in Social Work, Social Work

2014 - 2019

Grade: 2:1 Equivalent

Activities and societies: Internship: Immigration Support Centre – documentation support, legal processes, community integration

Bachelor's degree in Social Work (2:1 Equivalent), including modules in Psychology, Social Work, and Data Analysis, with an internship at an Immigration Support Centre.