Open to opportunities

Ines Bento

@inesbento

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Customer service professional with a strong focus on problem-solving.

Portugal

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What I'm looking for

I am looking for a role that values teamwork, offers growth opportunities, and allows me to leverage my problem-solving skills.

As a dedicated customer service professional, I thrive on solving problems and supporting my team to achieve their goals. My experience spans various roles, including Financial Health Advisor at Monzo Bank, where I assist customers in financial hardship and provide tailored support to business accounts. I take pride in my ability to communicate effectively and empathetically with customers, ensuring they receive the assistance they need.

Throughout my career, I have consistently delivered on KPIs and developed team initiatives that foster engagement and recognition. My management experience includes leading teams in high-pressure environments, such as the Covid Response Call Center, where I implemented a coaching framework that enhanced team performance and quality. I am passionate about continuous improvement and adapting to new challenges, which has allowed me to excel in diverse roles.

Experience

Work history, roles, and key accomplishments

Financial Health Advisor

Monzo Bank

Apr 2024 - Present (1 year 3 months)

Supported Current Account customers in financial hardship with full account overview, budgeting, and applying forbearance. Signposted vulnerable customers to external support, both financial and wellbeing related.

Customer Service Budgeting Vulnerable Customers Business Account Support Collections Recoveries Chat Support Email Communication

Team Support Manager

Marks & Spencer

Sep 2023 - Present (1 year 10 months)

Ensured stockflow and deliveries were completed to company standards. Assisted with top quality customer service and managed twilight and evening team's service delivery.

Stock Management Delivery Management Customer Service Team Management Date Rotation Quality Control Retail Operations Inventory Management Team Leadership

Customer Service Advisor

Utility Warehouse

Apr 2022 - Present (3 years 3 months)

Delivered on KPI requirements involving handling time, call quality, and data protection. Resolved customer queries across several branches and specialties, including energy and telco.

Customer Service KPIs Data Protection Query Resolution Financial Options Technical Support Multi Service Provider

Team Manager

Sigma. EON Next

Feb 2022 - Present (3 years 5 months)

Consistently delivered on all KPIs and produced the top team for quality within the campaign. Handled complaints and provided on-call mediation with citizens.

Team Management KPIs Quality Assurance On Call Mediation Industry Transition Performance Management

Team Manager

Workforce

Jul 2021 - Present (4 years)

Consistently delivered on all KPIs and produced the top team for quality within the campaign. Developed a coaching framework of Personal Development Plans, which were distributed amongst the management team.

Team Management KPIs Coaching Personal Development Disciplinary Procedures IT Support

Knowledge Expert

Workforce

May 2021 - Present (4 years 2 months)

Provided live support service to agents, managing multiple teams simultaneously. Advised on cases on a 1-2-1 basis and supported all related in-house processes of service delivery and call logging.

Case Advice Coaching Customer Service Operations

Customer Service Advisor

Workforce

Feb 2021 - Present (4 years 5 months)

Delivered peer-to-peer coaching and provided daily updated information to callers in various situations. Assisted vulnerable callers and acted on safeguarding concerns.

Vulnerable Caller Support Customer Service Communication

Hospitality, Various Roles

Various Companies

Sep 2010 - Present (14 years 10 months)

Managed teams, distributed roles, and provided support in various hospitality settings. Delivered face-to-face customer service from high street to fine dining, events, and V.I.P. service.

Team Management Customer Service Event Management Fast Paced Environment Problem Solving Communication

Education

Degrees, certifications, and relevant coursework

Escola Secundária Manuel Cargaleiro

Diploma of Secondary Education -A-level Equivalent, Visual Arts

Completed secondary education with an A-level equivalent, specializing in Visual Arts. This foundational education provided a strong base for further studies and personal development.

London Southbank University

Diploma (1st Year BA Completed), Film

Undertook a Diploma in Film, completing the first year of a Bachelor of Arts program. This involved in-depth studies of film theory, production, and critical analysis.