Erica Pereira
Madrid
Summary
Focused and organized professional with strong communication skills and a proven track record in leadership and team management. Experienced in healthcare, payments industry, and customer support, demonstrating reliability and consistency. Excellent problem solver with a strong ability to apply critical thinking in challenging situations. Eager to embrace new challenges and contribute effectively to team success.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Merchant and Technical Support Agent
Planet Payment
Madrid
10.2024 - Current
- Resolved product-related queries and technical issues via inbound calls and emails.
- Managed high call volumes while delivering quality service to merchants.
- Maintained accurate records of transactions and merchant interactions for reporting.
- Utilized CRM software to efficiently track and manage customer requests.
- Assisted merchants with inquiries about payment solutions and services available.
- Provided timely, effective solutions for merchant issues, including technical troubleshooting.
Disability Nurse Assessor
Atos
Canterbury
07.2023 - 08.2024
- Collected information and provided justified advice on Personal Independence Payment awards.
Demonstrated proficiency in operating systems including PIPCS, PRS, and MyAtos. - Handled outbound calls effectively to assist claimants with applications.
Utilized learning platforms like SHINE and My Learning Journey for skill enhancement. - Exhibited strong typing skills for accurate documentation of assessments.
- Managed time efficiently to prioritize workload and meet deadlines.
Senior Sister Accident & Emergency
William Harvey Hospital
Ashford
07.2022 - 07.2023
- Supported junior staff with patient care to enhance service quality.
Managed staff allocation, covering skill gaps and addressing unexpected absences. - Oversaw high-skill areas such as Resuscitation and Ambulance Offload.
- Facilitated care efforts to improve patient satisfaction.
- Administered absence and sickness management to maintain team performance.
- Conducted difficult conversations and resolved conflicts effectively.
Implemented appraisals and management plans for continuous development. - Monitored training activities and organized team bonding events.
Junior Sister Accident & Emergency
William Harvey Hospital
Ashford
07.2021 - 07.2022
- Supported clinical operations, focusing on patient care and junior staff support.
- Managed student nurses’ placements by developing accessible schedules and shift patterns.
- Facilitated progress meetings to assess student performance and address concerns.
- Liaised with educational institutions to resolve placement-related issues.
- Participated in team appraisals, contributing insights for performance evaluations.
Registered Nurse Accident & Emergency
William Harvey Hospital
Ashford
07.2018 - 07.2021
- Delivered patient care in fast-paced environments, demonstrating quick thinking and adaptability.
- Facilitated teamwork and healthy discussions on professional development within multidisciplinary teams.
- Resolved conflicts effectively while maintaining a calm demeanor under high-demand workloads.
- Applied problem-solving skills to address challenges efficiently and enhance team performance.
Front Store Worker
KFC
Ashford
05.2018 - 07.2018
- Delivered exceptional customer service in high-volume, fast-paced environment.
Prepared food boxes while adhering to safety and quality standards. - Operated cash register, processing currency and credit transactions accurately.
- Conducted general cleaning duties to maintain store appearance and hygiene.
- Initiated new tasks upon completion of assigned responsibilities to enhance workflow.
Education
University Diploma - Nursing
Instituto Politécnico De Bragança
Bragança, Portugal02-2018
Skills
- MS Office
- Spreadsheets
- Call Handling
- Time Management
- Prioritization
- Organization
- Teamwork
- Problem Sensitivity
- Payment solutions
- CRM software
- Technical troubleshooting
- Documentation accuracy
Languages
English
Proficient (C2)
C2
Portuguese
Native
Native
Spanish
Elementary (A2)
A2
Certification
International English Language Testing System - Grade 8.5
References
References available upon request.
Interests
- Reading & Writing
- Gaming
- Travelling
- Music & Concerts
Timeline
Merchant and Technical Support Agent
Planet Payment
10.2024 - Current
Disability Nurse Assessor
Atos
07.2023 - 08.2024
Senior Sister Accident & Emergency
William Harvey Hospital
07.2022 - 07.2023
Junior Sister Accident & Emergency
William Harvey Hospital
07.2021 - 07.2022
Registered Nurse Accident & Emergency
William Harvey Hospital
07.2018 - 07.2021
Front Store Worker
KFC
05.2018 - 07.2018
University Diploma - Nursing
Instituto Politécnico De Bragança