Nadjana Lima
Feltham,United Kingdom
Summary
Driven individual with talent for coordinating team efforts and maintaining high standards in food service, coupled with excellent communication and organisational skills. Capable of managing daily operations and ensuring seamless dining experience. Eager to contribute to customer satisfaction and operational success in a customer service role.
Overview
13
13
years of professional experience
2020
2020
years of post-secondary education
Work history
Catering supervisor assistant
Thera Trust
Westminster City Council , London
2025.10 - Current
- Balanced staffing needs based on booking volumes thereby improving operational efficiency.
- Handled customer queries promptly, contributing to positive feedback from customers.
- Enhanced teamwork with proper delegation of tasks to catering staff.
- Maintained clean service areas, resulting in excellent health inspections report.
- Supervised front-of-house operations, ensuring seamless dining experience to guests.
- Trained new staff members, improving overall team performance.
- Ensuring training and supervision for trainees with different learning difficulties, making sure I understand their individual needs and empowering them to become more independent and confident.
Customer service representative
Travelnest
Remote
2024.08 - 2025.04
- Contributed towards achieving store targets whilst ensuring adherence to service standards.
- Trained new hires for improved productivity and efficiency on the job floor.
- Ensured smooth running of operations with timely preparation of reports.
- Developed strong relationships with customers fostering brand loyalty and repeat business.
Customer Service Representative
Booking.com
Lisbon
2022.09 - 2024.07
- Handled guest and accommodation partner inquiries via phone, email, and chat.
- Assisted with bookings, modifications, and cancellations, coordinating with hotels to resolve issues.
- Resolved complaints regarding payments, room conditions, or booking errors.
- Achieved an average CSAT score of 90%+ and exceeded KPIs for resolution time and first-contact resolution.
- Remote
Customer Service Representative
Teleperformance
Lisbon
2021.10 - 2022.10
- Supported patients and healthcare professionals with inquiries about Omnipod devices and services.
- Collaborated with NHS nurses and clinical staff, ensuring timely and accurate patient updates.
- Ensured GDPR and healthcare data compliance while handling sensitive information.
- Documented interactions in Salesforce and assisted patients with troubleshooting and replacements.
- Omnipods, Remote
Wait Staff
Megans Restaurant
London
2018.08 - 2020.03
- Delivered high-quality service, resolving concerns to enhance customer satisfaction.
- Assisted in training new staff, fostering teamwork and service consistency.
- Boosted reputation with attentive, detail-oriented service during peak hours.
Team Leader
The Level Restaurant, Melia White House Hotel
London
2015.03 - 2019.08
- Led a team in a fast-paced restaurant environment, managing rotas and maintaining service standards.
- Handled complaints with calm, clear communication and problem-solving.
- Improved operational efficiency and minimized costs while enhancing customer experiences.
Wait Staff
Villa Joya
Algarve
2013.02 - 2015.03
- Delivered Michelin-level fine dining service, ensuring seamless multi-course experiences.
- Assisted in international gourmet festivals, collaborating with top chefs and sommeliers.
- Maintained meticulous attention to detail in service, setup, and guest interactions.
Education
Bachelor of Arts - Health and Social Care
University of Bedfordshire
LisbonHigh School Diploma - Hospitality and Management
Lisbon, PortugalSkills
- Technical: Freshdesk, Salesforce, CMS tools
- Interpersonal: Conflict resolution, Active listening, Empathy, Problem solving, Time management
- Languages: Portuguese (native), English (fluent), Spanish (conversational)
- HACCP certification
- Staff training delivery
- Food safety certificate
- Cash handling
Websites
Languages
English
Fluent
Portuguese
Native
Spanish
Fluent
Timeline
Catering supervisor assistant
Thera Trust
2025.10 - Current
Customer service representative
Travelnest
2024.08 - 2025.04
Customer Service Representative
Booking.com
2022.09 - 2024.07
Customer Service Representative
Teleperformance
2021.10 - 2022.10
Wait Staff
Megans Restaurant
2018.08 - 2020.03
Team Leader
The Level Restaurant, Melia White House Hotel
2015.03 - 2019.08
Wait Staff
Villa Joya
2013.02 - 2015.03
High School Diploma - Hospitality and Management
Bachelor of Arts - Health and Social Care
University of Bedfordshire