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Customer Support and Operations professional with experience supporting customers across Australia, the UK, and Portugal. Passionate about delivering exceptional customer experiences through clear communication, active listening, and efficient process improvements in high-volume environments. Founder and client service specialist who also brings hands-on operational and scheduling experience from running a mobile hair braiding business, plus member support expertise in healthcare insurance. Strong relationship builder focused on problem-solving, accuracy, and delivering positive outcomes.…Customer Support and Operations professional with experience supporting customers across Australia, the UK, and Portugal. Passionate about delivering exceptional customer experiences through clear communication, active listening, and efficient process improvements in high-volume environments. Founder and client service specialist who also brings hands-on operational and scheduling experience from running a mobile hair braiding business, plus member support expertise in healthcare insurance. Strong relationship builder focused on problem-solving, accuracy, and delivering positive outcomes.

Laura Isabel

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Customer Support and Operations professional with experience supporting customers across Australia, the UK, and Portugal. Passionate about delivering exceptional customer experiences through clear communication, active listening, and efficient process improvements in high-volume environments. Founder and client service specialist who also brings hands-on operational and scheduling experience from running a mobile hair braiding business, plus member support expertise in healthcare insurance. Strong relationship builder focused on problem-solving, accuracy, and delivering positive outcomes.…Customer Support and Operations professional with experience supporting customers across Australia, the UK, and Portugal. Passionate about delivering exceptional customer experiences through clear communication, active listening, and efficient process improvements in high-volume environments. Founder and client service specialist who also brings hands-on operational and scheduling experience from running a mobile hair braiding business, plus member support expertise in healthcare insurance. Strong relationship builder focused on problem-solving, accuracy, and delivering positive outcomes.

Available to hire

Customer Support and Operations professional with experience supporting customers across Australia, the UK, and Portugal. Passionate about delivering exceptional customer experiences through clear communication, active listening, and efficient process improvements in high-volume environments.

Founder and client service specialist who also brings hands-on operational and scheduling experience from running a mobile hair braiding business, plus member support expertise in healthcare insurance. Strong relationship builder focused on problem-solving, accuracy, and delivering positive outcomes.

Skills

Experience Level

Expert

Expert

Expert

Intermediate

Intermediate

Language

English

Fluent

Portuguese

Fluent

Spanish; Castilian

Fluent

French

Beginner

Work Experience

Customer Service Consultant at Frizelle Sunshine Automotive

April 1, 2026 - Present

Provided support for 85–100 inbound customer enquiries daily across multiple automotive brands. Coordinated vehicle service bookings using multiple booking systems while maintaining accuracy and efficiency in a high-volume contact centre. Guided customers through active listening, clear communication, and solution-focused approaches to deliver excellent customer experience. Collaborated with dealership service departments to coordinate appointments and ensure seamless service. Consistently achieved AHT targets and maintained Quality Call Monitoring (QCM) scores of 94–100% while balancing customer support and administrative responsibilities.

Frizelle Sunshine - Automotive / Customer Service Consultant at Frizelle Sunshine

April 1, 2026 - Present

Provided support for 85–100 inbound customer enquiries daily across multiple automotive brands. Coordinated vehicle service bookings using multiple booking systems while maintaining accuracy and efficiency in a high-volume contact centre. Advised customers through active listening, clear communication, and a solution-focused approach to deliver excellent customer experience. Collaborated with dealership service departments to coordinate appointments and ensure seamless service. Consistently achieved AHT targets and maintained Quality Call Monitoring (QCM) scores of 94–100% while balancing customer support and administrative responsibilities.

Frizelle Sunshine Automotive / Customer Service Consultant at Frizelle Sunshine

April 1, 2026 - Present

Provided support for 85–100 inbound customer enquiries daily across multiple automotive brands, delivering professional assistance in a high-volume contact centre. Coordinated vehicle service bookings using multiple booking systems while maintaining accuracy and efficiency. Advised customers through active listening, clear communication and solution-focused approaches to ensure an excellent customer experience. Liaised with dealership service departments to coordinate appointments and support seamless service delivery. Consistently achieved AHT targets and maintained Quality Call Monitoring (QCM) scores of 94–100% while balancing customer support and administrative responsibilities.

Customer Support Advisor (Member Service) at Bupa UK

November 1, 2025 - March 1, 2026

Assessed member eligibility and pre-authorised medical treatments by interpreting health insurance policies and determining coverage aligned with policy terms. Advised members on complex enquiries related to health insurance products, memberships, and policy information, delivering clear, accurate, empathetic guidance. Delivered customer support across multiple digital systems while maintaining accurate customer records and compliance with healthcare policies and regulatory requirements. Resolved customer enquiries and complaints through effective problem-solving, balancing customer needs with policy guidelines to deliver positive customer outcomes. Handled confidential customer information with discretion while consistently maintaining data accuracy and a high standard of customer experience.

Bupa UK - Customer Support Advisor (Member Service) at Bupa UK

November 1, 2025 - March 1, 2026

Assessed member eligibility and authorised medical treatments by interpreting health insurance policies and determining coverage aligned with policy terms. Advised members on complex queries relating to health insurance products, memberships and policy information, delivering clear, accurate and empathetic guidance. Delivered customer support across multiple digital systems while maintaining accurate customer records and complying with healthcare policy and regulatory requirements. Resolved customer enquiries and complaints through effective problem-solving, balancing customer needs with policy guidelines to achieve positive customer outcomes. Handled confidential customer information with discretion, consistently maintaining data accuracy and a high standard of customer experience.

Founder & Client Service Specialist at Isala Hair Care

June 1, 2025 - Present

Founded and independently ran a mobile hair braiding business, managing customer relationships and end-to-end operations including scheduling and administration. Delivered personalised consultations and exceptional customer service, building long-term client relationships that drove repeat bookings, referrals, and loyalty. Developed pricing strategies, resolved enquiries, and managed the full customer journey from initial enquiry through post-service follow-up. Created and executed social media marketing campaigns, including Meta Ads, to increase brand awareness and generate bookings. Operated autonomously while maintaining client records, coordinating appointments, and continuously improving processes for an efficient customer experience.

Isala Hair Care - Founder and Client Service Specialist at Isala Hair Care

June 1, 2025 - Present

Founded and operated a mobile hair braiding business, independently managing client relationships, business operations, marketing, scheduling, and administration. Delivered personalised consultations and exceptional customer service to build long-term client relationships driving repeat bookings, referrals, and loyalty. Developed pricing strategies, resolved enquiries, and oversaw the end-to-end customer journey from initial enquiry through post-service follow-up. Created and executed social media marketing campaigns including Meta Ads to increase brand awareness, attract new clients, and generate bookings. Operated autonomously while maintaining client records, coordinating appointments, and continuously improving processes for efficient customer experience.

Isala Hair Care - Founder & Client Service Specialist at Isala Hair Care

June 1, 2025 - Present

Founded and operated a mobile hair braiding business, independently managing customer relationships, business operations, marketing, scheduling and administration. Delivered personalised consultations and exceptional customer service to build long-term client relationships that drove repeat bookings, referrals and loyalty. Developed pricing strategies, resolved enquiries, and oversaw the end-to-end customer journey from initial enquiry through post-service follow-up. Created and executed social media marketing campaigns, including Meta Ads, to increase brand awareness, attract new clients and generate bookings. Operated autonomously while maintaining client records, coordinating appointments, and continuously improving processes to deliver an efficient customer experience.

Hair Stylist / Salon Operations & Administrative Assistant at Joana Freitas Hair

October 1, 2024 - June 30, 2025

Managed the salon’s appointment calendar, coordinating 10–20 client appointments daily, confirming bookings, resolving scheduling conflicts, and maximising appointment availability. Oversaw front-of-house administration, processed payments, reconciled daily takings, maintained accurate client records, and supported efficient business operations. Coordinated day-to-day salon operations by opening and closing premises, maintaining stock levels, placing supplier orders, and ensuring a professional, well-organised environment. Acted as the primary point of contact for clients, managing communications across phone, messaging, and in-person channels while delivering a professional and welcoming experience. Supported business growth by recommending products and services, assisting with social media content, and contributing to client retention initiatives.

Hair stylist / Salon Operations and Administrative Assistant at Joana Freitas Hairs

October 1, 2024 - June 1, 2025

Managed the salon’s appointment calendar, coordinating 10–20 client appointments daily, confirming bookings, resolving scheduling conflicts, and maximising appointment availability. Oversaw front-of-house administration, processing payments, reconciling daily takings, maintaining accurate client records, and supporting efficient business operations. Coordinated day-to-day salon operations including opening and closing premises, maintaining stock levels, placing supplier orders, and ensuring a professional, well-organised environment. Served as the primary point of contact for clients, overseeing communications across phone, messaging, and in-person channels while delivering a professional and welcoming experience. Supported business growth by recommending products and services, assisting with social media content, and contributing to client retention initiatives.

Joana Freitas Hair - Hair stylist / Salon operations and administrative assistant at Joana Freitas Hair

October 1, 2024 - June 1, 2025

Managed the salon’s appointment calendar, coordinating 10–20 client appointments daily, confirming bookings, resolving scheduling conflicts and maximising appointment availability. Oversaw front-of-house administration including processing payments, reconciling daily takings, maintaining accurate client records and supporting efficient business operations. Coordinated day-to-day salon operations by opening and closing the premises, maintaining stock levels, placing supplier orders and ensuring a professional, well-organised environment. Served as the primary point of contact for clients, overseeing communications across phone, messaging and in-person channels while delivering a professional and welcoming experience. Supported business growth by recommending products and services, assisting with social media content and contributing to client retention initiatives.

Sales Advisor at El Corte Inglés

July 1, 2023 - November 1, 2024

Delivered personalised recommendations across premium retail brands, helping customers identify products suited to their needs and enhancing the shopping experience. Consistently achieved an individual monthly sales target of €8,000 through consultative selling, product knowledge, and customer-focused service. Maintained high visual merchandising and presentation standards, supported stock management, and contributed to efficient day-to-day retail operations. Collaborated with colleagues across departments to support business performance, achieve objectives, and deliver a seamless customer experience.

El Corte Inglés - Sales Advisor at El Corte Inglés

July 1, 2023 - November 1, 2024

Delivered personalised recommendations across premium retail brands, helping customers identify products suited to their needs and enhancing their shopping experience. Consistently achieved an individual monthly sales target of €8,000 through consultative selling, product knowledge and customer-focused service. Maintained high visual merchandising and store standards, supported stock management and contributed to efficient day-to-day retail operations. Collaborated with colleagues across departments to support business performance, achieve business objectives and deliver a seamless customer experience.

Head of Youth Development at Even Better If

January 1, 2021 - August 1, 2024

Facilitated educational programmes supporting GCSE, A-Level and language examinations across 10 schools and 14 languages, ensuring successful delivery of both online and in-person initiatives. Recruited, onboarded, and led teaching staff, coordinating tutor allocation, communication, and examination delivery across multiple programmes. Organised curriculum resources, assessment materials, and examination processes, maintaining accurate documentation and ensuring efficient programme delivery. Coordinated meetings with senior leadership, prepared meeting notes and reports, and maintained shared documentation to support communication and project visibility. Designed educational resources and proposed creative initiatives to improve student engagement, collaboration, and academic outcomes.

Even Better If - Head of Youth Development at Even Better If

January 1, 2021 - August 1, 2024

Facilitated educational programmes supporting GCSE, A-Level and language examinations across 10 schools and 14 languages, ensuring successful delivery of both online and in-person initiatives. Recruited, onboarded and led teaching staff, coordinating tutor allocation, communication and exam delivery across multiple programmes. Organised curriculum resources, assessment materials and examination processes, maintaining accurate documentation and ensuring efficient programme delivery. Coordinated meetings with senior leadership, prepared meeting notes and reports, and maintained shared documentation to support communication and project visibility. Designed educational resources and proposed creative initiatives to improve student engagement, collaboration and academic outcomes.