Open to opportunities

Leticia Martins

@leticiamartins

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Master of Architecture graduate with strong customer service skills.

Zimbabwe

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What I'm looking for

I seek a role that values customer engagement and offers growth opportunities.

I am a Master of Architecture graduate with a unique blend of analytical thinking and exceptional interpersonal skills, particularly in customer service. My experience as a Customer Service Advisor has equipped me with the ability to manage complex processes and engage effectively with diverse clients. I excel in high-pressure environments, consistently exceeding performance targets by resolving customer issues promptly and ensuring a positive experience.

Throughout my academic journey, I have developed strong organizational skills and the ability to coordinate with cross-functional teams to meet service delivery standards. My architectural background has honed my capacity to assess intricate systems and manage detailed workflows, allowing me to approach application processing tasks with precision and a solutions-oriented mindset. I am passionate about delivering efficient, user-centered solutions that enhance customer satisfaction.

Experience

Work history, roles, and key accomplishments

Customer Service Advisor

Teleperformance - eBay

Oct 2021 - Present (3 years 7 months)

Managed inbound and outbound calls, greeting customers (sellers/buyers) and resolving their issues. Provided advice to customers, ensuring effective problem-solving and satisfaction.

Inbound Outbound Calling Problem Solving Communication

Customer Service Advisor

Office for National Statistics

Feb 2021 - Present (4 years 3 months)

Handled inbound and outbound calls, greeting respondents and helping them with their issues. Successfully solved issues and escalated calls when necessary to ensure comprehensive support.

Inbound Outbound Calling Customer Support Respondent Assistance Communication

Cashier Representative

William Hill

Jan 2016 - Present (9 years 4 months)

Assisted customers with queries, complaints, and betting issues via telephone. Processed returns, refunds, and replacements necessary to help customers troubleshoot their issues.

Customer Service Complaint Handling Troubleshooting

Education

Degrees, certifications, and relevant coursework

University of East London

Master of Architecture, Architecture

Completed the Master of Architecture program, fulfilling the requirements for ARB/RIBA Part II. This advanced study built upon foundational architectural knowledge and prepared for professional practice.

University of East London

BSc (Hons) Architecture, Architecture

Undertook a Bachelor of Science with Honours in Architecture, including a foundation year, meeting ARB/RIBA Part I requirements. This comprehensive program provided a strong foundation in architectural principles and design.

Oxford City College

Extended Diploma, Art and Design

Achieved an Extended Diploma in Art and Design Level 3. This program developed fundamental artistic and design skills, providing a strong creative base.