Augustina Guye

Dedicated and focused Customer Service professional motivated, committed, and passionate individual, able to work productively, independently, or as part of a team to exceed targets and meet deadlines. I have over 7 years of experience in providing exceptional professional customer service within the hospitality and wellbeing sector and pride myself on my ability to provide quality service. I am able to confidently assess issues and actively search for ways to solve customer queries. I have an excellent telephone manner which enables me to create a safe and professional environment for everyone I connect with. I have strong technical skills, evident through my ability to adapt to bespoke systems and accurately log important information. I understand the responsibility of representing a firm and doing that to a very high standard. Recreationally, I have been nurturing my interest in baking and have baked for various charitable causes and social events and had much positive feedback. I am looking for employment where I will be hands-on with food so that I can cultivate my love of culinary arts, innovation and search for best quality ingredients as I feel this would resonate more with my natural interest

Patient Pathway Coordinator- Remission   XYLA Health and Wellbeing, Leeds  May 2022- Present

• Enrolling service users and vulnerable patients onto the programme within strict timeframes in assigned contract areas, utilising excellent levels of customer care and professional empathy
• The first line of contact for service users along their health journey, engaging in active listening; taking time to understand their needs, reiterating my understanding, and feeding back tailored advice aligned with the business capacity
• Use of initiative: calling a user who had emailed in several times requesting a coach-call,but refused to disclose a reason when prompted by my colleagues; explaining that as their primary liaison the importance of knowing their concerns generally to coordinate on their behalf. This resulted in successfully establishing the user’s needs and an escalation to our clinical team
• Identified a major supplier error resulting in a shortfall of products being delivered to users and coordinated with my line manager and marketing executive, ensuring required products went out to users and automated email communications were updated, respectively
• Discussing planned pauses for extenuating circumstances such as bereavements or health reasons requiring users to take a programme break; coordinating with GPs and establishing a clear plan with users for resuming safely and rearranging clinics to align with the stage the user would resume products at
• Implementing Objection handling to diagnose user’s true reservations when committing to the programme and managing unrealistic expectations
• Resolving complex calls from primary care professionals relating to outstanding medication queries on ineligible referrals, resulting in accurate data collection and attaining eligible referral status
• Feeding back service user availabilities and specific circumstances for prospective clinics to the operations team to assist in accommodating suitable sessions
• Highlighting key information and potential barriers to rescheduling clinics when communicating user requests to our operation team seniors

April 2021- May 2022                                 Remote Customer Assistant- DAMART, Bingley 

• Demonstrated excellent soft skills during order calls and making suggestions appropriately, problem-solved queries relating to returns policies or payments as appropriate 
• Upsold to customers; adapting sales suggestions appropriately
• Used bespoke systems to retrieve customer information  
• Adhered to company policy and procedures such as GDPR, Safeguarding, and school disciplinary processes

August- Oct 2020                                        Teacher Trainee- Teach First- Leeds City Academy Leeds           

• Planned and delivered engaging science lessons using various approaches to classes of 20-30 high school pupils, primarily from disadvantaged backgrounds
• Showed professionalism by carrying out my statutory duties involving scheduling meetings with my school mentor and familiarising myself with the school behaviour policies  
• Routinely attended whole-school staff meetings and engaged in science department meetings 
• Utilised techniques like 'Begin with the end' and 'Do Now' activities as diagnostic tools rooted in pedagogical theory

June-December 2017                                  Commis waiter- Villa di Geggiano Restaurant, Chiswick  

• Single-handedly kept all incoming orders organised at the Pass; assisting in the successful delivery of plates

May-September 2016                                 Waitress and Cocktail waiter-SOL Mexican Grill, Bradford 

• Placed in charge of taking customer orders, and maintained product knowledge to suggest dishes based on customer preference
• Carried out weekly stock sheets
• Ensured tables were correctly placed, side stations tidy, and cleaning rota completed; upholding the hygiene of the restaurant including floors, tables, ledges, and counters and display cabinet
• Maintained awareness of the menu and special items 

2015-2016 (August-April)     Restaurant Supervisor and Waitress, The Midland Hotel,  Bradford

• Arrived prior to team members to prepare breakfast spreads or do wine stock checks for dinner
• Dealt with customer complaints and attended meetings periodically to resolve potential issues arising from staff members or guests
• Orchestrated a pleasant restaurant environment for customer satisfaction 

2016-2020 University of Roehampton, Nutrition and Health, accredited by the Association for Nutrition- First-Class Degree BSc