Open to opportunities

Helena Gouveia

@helenagouveia

Message

I build trust over high-volume customer calls while meeting accuracy, quality, and conversion targets.

United Kingdom

Message

What I'm looking for

I'm looking for a target-driven customer-facing role where I can use phone-based engagement, accurate CRM documentation, and remote working experience to deliver strong customer outcomes.

At EE (BT Group), I managed around 60 inbound calls daily, resolving customer queries while maintaining accurate, GDPR-compliant CRM records and consistently meeting KPIs for quality, handling time, and accuracy.

I've also supported 50+ daily enquiries remotely at O2 Telefónica across phone, email, and live chat, using Salesforce to track cases and proactively follow up. At McColl's Retail Group, I owned and resolved 50+ customer complaints each week with consistent policy compliance.

I'm comfortable introducing organisations, handling objections, and building rapport quickly in target-driven environments, as demonstrated in my sales and fundraising work with Lo Co Motive International.

Experience

Work history, roles, and key accomplishments

Customer Advisor

EE (BT Group)

Sep 2025 - Jul 2026 (10 months)

Managed an average of 60 inbound calls per day, engaging customers professionally and building rapport quickly. Followed structured processes to gather accurate information and resolve queries, logging every interaction in CRM systems.

CRM Systems Salesforce SAP Microsoft Office Microsoft Teams Zoom GDPR Objection Handling