I am looking for a full remote role in People Operations, HR Operations, Recruitment, Onboarding or Business Operations. I am interested in positions focused on employee support, HR administration, onboarding, coordination, documentation, quality and process improvement. I am looking to transition from customer service into a more operational, people-focused role.
Looking for a job
Faustyna Surman
@faustynasurman
Senior Customer Service Advisor at Transcom Portugal, supporting Roche Diagnostics Care customers and mentoring new advisors.
PortugalWhat I'm looking for
At Transcom Portugal, I support customers in the Polish market for Roche Diagnostics Care across phone, email, chat, webforms, and Microsoft Teams. I document cases in Salesforce and Rexis, work to KPI, quality, and compliance standards, and escalate complex cases with cross-functional teams.
Since becoming a Senior Customer Service Advisor in July 2025, I’ve mentored, onboarded, and shadowed new advisors. Before that, I delivered healthcare customer support, case documentation, product support, and technical troubleshooting as a Customer Service Advisor.
At Cleanlife Limited, Jersey, I managed daily operations and a team of 20 employees. I handled recruitment and onboarding, staff schedules, procurement, client relationships, and customer complaints; earlier, at Albert Bartlett, I performed quality inspections and maintained documentation in accordance with HACCP.
Experience
Work history, roles, and key accomplishments
TP
Current
Senior Customer Service Advisor
Transcom Portugal
Jul 2025 - Present (1 year 4 months)
Provides specialist customer support for the Polish market, handling phone, email, chat, webforms, and Microsoft Teams enquiries. Mentors, onboards, and shadows new advisors on a daily basis while working to KPI, quality, and compliance standards.
TP
Customer Service Advisor
Transcom Portugal
May 2024 - Jul 2025 (1 year 2 months)
Delivered healthcare customer support, managed case documentation, product support, and technical troubleshooting.
CL
Operations Manager
Cleanlife Limited
Jun 2011 - Mar 2024 (12 years 9 months)
Managed daily operations and a team of 20 employees. Led recruitment, onboarding, and personnel documentation, prepared quotations and staff schedules, and managed procurement and client relationships.
AB
Quality Control Inspector
Albert Bartlett
May 2009 - May 2011 (2 years)
Performed quality inspections, maintained quality documentation and reports, and conducted compliance inspections in accordance with HACCP.
Education
Degrees, certifications, and relevant coursework
Pomorska Szkoła Wyższa w Starogardzie Gdańskim
Bachelor's Degree, Pedagogy
2023 - 2026
Grade: 5
Activities and societies: Academic projects focused on communication, interpersonal relationships, psychology, counselling and human development, with an emphasis on understanding individual needs and effective communication
Pursuing a Bachelor's degree in Pedagogy with a focus on Family and Psychological Counselling, expected to complete in 2026.
Tech stack
Software and tools used professionally
Availability
Looking for a job
Location
PortugalAuthorized to work in
Salary expectations
40k-70k EUR
Social media
Job categories
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