Teresa Calafato
@teresacalafato
Customer service advisor with 10 years’ experience resolving complex issues and exceeding KPIs.
United KingdomWhat I'm looking for
I’m a Customer Service Advisor with 10 years of experience across banking, facilities help desk support, and hospitality environments. I’m confident working independently or as part of a team, and I focus on delivering reliable, detail-oriented service that consistently performs against targets.
In my current role with Foundever for Citi bank, I manage 40–60 daily customer interactions via calls, email, and online portals. I’ve achieved consistent KPI performance with quality scores above 90%, and I reduced average response time by ~20% through efficient case handling.
I’m strong with ticket management and compliance: I processed 200+ monthly service requests (“QBOR’s” tickets) with 100% accurate documentation, handled escalations, and resolved complex issues within SLA targets. I also maintain full compliance with GDPR and internal procedures, using the Manhattan Realm CRM to track and manage service tickets.
Earlier, I built operational and leadership experience as a Barista Supervisor and in premium hospitality roles, improving customer satisfaction by ~15% through service quality and team training. I also supported clients as a Customer Service Representative at UniCredit Bank by handling account inquiries, managing escalations, and gathering feedback to improve service quality.
Experience
Work history, roles, and key accomplishments
Facilities Help Desk Advisor
Foundever (Citi Bank)
Oct 2023 - Present (2 years 8 months)
Managed 40–60 daily customer interactions via calls, email, and an online portal, delivering quality scores above 90% and reducing average response time by ~20%. Processed 200+ monthly QBOR tickets with 100% accurate documentation, handling escalations within SLA while maintaining GDPR compliance.
Barista Supervisor
Starbucks
Feb 2021 - Jan 2023 (1 year 11 months)
Supervised daily operations in a high-volume environment and improved customer satisfaction scores by ~15% through service quality and team training. Trained new employees, reducing onboarding time by 25%, and maintained workflow efficiency during peak hours.
Barista
Soho Coffee
Dec 2019 - Feb 2021 (1 year 2 months)
Delivered fast-paced, high-quality customer service while managing high customer flow with consistent service speed and accuracy. Focused on clear communication and reliable performance during busy periods.
Waitress
Chutney Mary Restaurant
Sep 2016 - Jun 2018 (1 year 9 months)
Provided premium fine-dining customer service by building strong guest relationships that contributed to repeat business. Maintained service standards and delivered responsive support to ensure positive dining experiences.
Customer Service Representative
UniCredit Bank
Jun 2013 - Sep 2015 (2 years 3 months)
Conducted proactive outbound calls to clients to maintain high satisfaction with banking services. Handled account inquiries, resolved service issues, managed escalations, and gathered customer feedback to improve service quality.
Education
Degrees, certifications, and relevant coursework
Marco Polo School of Turism
Diploma, Tourism
2008 - 2013
Earned a diploma from Marco Polo School of Turism in Palermo, Italy, from Sep 2008 to Jun 2013.
Tech stack
Software and tools used professionally
Availability
Location
United KingdomAuthorized to work in
Job categories
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