Paula Gomes has over 20 years of experience in customer service and administrative roles. She is currently working as a Customer Service Advisor for SSE, where she ensures customer concerns are understood and resolved. Prior to this, she held roles providing customer support at the National Museum of the Royal Navy and volunteering for various organizations. Gomes is fluent in English, Portuguese, French and Spanish and has strong communication, organizational, and computer skills. She seeks new opportunities with career progression where she can apply her dedication to excellent customer service.

1. Paula Gomes
5 Oakleys Court - 6 Outram Road
Southsea PO5 1QR Portsmouth
07548844917
paulacristinagomes@hotmail.co.uk
Profile: I see myself as a hard-working, motivated, enthusiastic individual who's looking for a
position with good opportunities for self-development and career progression. I am organised,
methodical, attentive to detail and proactive in delivering timely and efficient support. I am able to
establish good working relationships with a range of different people, being naturally friendly,
approachable, a good communicator and attentive listener with a caring and respectful attitude
towards other people.
Skills
• Excellent communication and customer service/support skills;
• Fluent in Portuguese and English; some French and Spanish;
• Strong organisational skills, ability to prioritise and good time management;
• Computer-literate with knowledge of Microsoft Word and Office;
• Ability to produce consistently accurate work, even when under pressure;
• Excellent literacy skills, spelling, and basic numeracy;
• Health & Safety aware and basic training (see Education & Training).
Work History
May – working there presently:
Customer Service Advisor, SSE – Scottish and Southern Energy:
• ensure the concerns of every customer, from routine account enquiries to complex billing
complaints, are fully understood and resolved;
• dealing with customers thorough SSE's inbound call centre lines as well as assisting customers
through completing back office clerical work in a variety of business areas.
March – September 2015:
Customer Care Assistant, National Museum of the Royal Navy (Portsmouth Historic
Dockyards):
• delivering outstanding customer service and support within the museum premises;
• taking a proactive role in making the customer feel welcome and looked after, assisting in queries;
• keeping the galleries in order in compliance with Health & Safety and internal guidelines;
• ensure that historical exhibits, premises, as well as the visitor, were kept safe;
• keeping an eye out for, and stay in control of, any situations that might arise, liaising with the
colleague(s) and/or superior(s) relevant to contact in each case;
• taking phone calls, forwarding written queries, recording survey data into the system;
• dealing with anything else that required my attention as and when needed;
• opening/Closing the museum galleries, keeping them in good order, ready for the public.
Beginning to end of 2014:
Community Empowerment Cooperatives - Voluntary work:
• compiling all information and forms necessary for the company to apply for the following year's

2. subsidy from the EEC program Erasmus+;
• collaborating on our online Forum, sweeping for relevant articles online to keep it updated;
• assisting with office tasks: writing/updating/printing documents and anything else needed.
Most of 2013:
Portuguese Speaker for Mariner Trading Ltd (Portchester) - pet food supplier:
• communicating with potential suppliers, customers and business associates in Portuguese-
speaking countries over the phone and through e-mail, such as Brazil, Portugal and Africa;
• translating and generating orders – taking clients/suppliers' details and recording it accurately;
• translating, interpreting and responding to e-mails;
• dealing with customer and supplier enquiries by phone and email
Sept. 2012 – Feb. 2013:
Barnardo's, Marmion Rd (Southsea, Portsmouth) - Voluntary work.
2003-2012:
Full Time Mother;
Carer to a boyfriend who was seriously ill for those last 2-3 years.
2000 – 2003:
Portuguese Interpreter-Translator (freelance):
Various clients (solicitors, prisons, hospitals, private individuals and professionals).
I held a range of Catering and Customer Service roles at several London restaurants:
Wimbledon's top restaurant San Lorenzo Fuoriporta and Al Forno, Mamma Mia (Morden),
Girassol (Camden Town Market):
• waitressing, cafeteria, commis-chef, food preparation and cleaning duties;
• serving and advising customers in a number of restaurants;
• taking payments, cash handling and financial transactions.
Warehouse operative for Next (seasonal sales);
Picking & packing and sorting products ready for delivery to stores.
Cleaning (self-employed and for a small company): for businesses and private homes.
Prior to 2000 - Portugal:
Customer Service Representative at Expo98, Lisbon:
• meeting and greeting visitors, customer service;
• dealing with enquiries or complaints, being a spokesperson if/when necessary;
• opening and closing the pavilion where I worked, ensuring all exhibits were safe;
• security, door-person on a rotating hourly pattern.
Sales Assistant for Optimus (one of the top three mobile phone companies in Portugal):
• advising customers and selling products;
• recording sales in company's logs and spreadsheets;
• handling cash and card payments.

3. Private English Tuition - for children with learning difficulties.
Education and Training
• 1990-1993: Bacharel's Degree in Tourism,
INP: Institute of New Professions, Lisbon (private university)
• Word Processing course;
• safe picking & lifting;
• basic fire training (handling of fire-extinguishers, fire-escape procedures);
• correct use of keyboard (eyesight and joints, typing).
Hobbies and Interests
• I admin “The Art of Ice and Fire”, a Facebook page dedicated to the Art created for “Game of
Thrones”, the hugely popular HBO series based on the “A Song of Ice and Fire” books by George
R.R. Martin. It just hit 48.000 followers by merit alone, as opposed to pay-to-promote, and it keeps
growing. It's considered a reference page of its field by followers and fellow FB page-admins alike;
• reading;
• drawing, painting (canvas, pad, glass);
• spending time with friends, family and, very importantly, by myself too.
References available upon request.