Camelia Iulia Mera
Contact details
Mobile nr. 075-***-***** Email: acvidc@r.postjobfree.com
Personal profile
A self-motivated, confident and well organised individual, who enjoys working in a team or alone using initiative. Enthusiastic in learning skills and gaining experience within a corporate work environment. Reliable, punctual, patient, a fast learner and committed to delivering excellent customer service. Able to work under pressure, still maintaining the quality of service delivered and prioritizing effectively.
Key skills, professional and personal
-A well-presented, positive, people orientated and enthusiastic person
-A patient, reliable and flexible individual
-Very good organisational and communication skills
-Taking ownership for resolving problems on behalf of customers
-Accurately logging all incidents and issue updates
-Very good telephone manner, ability to multi-task
-Managing and prioritising workload, remaining calm while under pressure
-Strives to achieve goals and able to deliver tasks to deadlines
Languages
-Fluent in English and German, intermediate level in French and Portuguese, beginner level in Arabic, native tongue Romanian
Work experience
November 2015 – present IT Service Desk Analyst at Cyntergy Services Ltd
Responsibilities:
-Working as part of a fast paced European Service Desk offering excellent customer service and 1st level support to customers in English and German
-Acting as a first point of contact for phone calls and emails from retail customers and 3rd party vendors regarding IT issues and queries
-Logging calls accurately and to Cyntergy standard in Heat or IMS systems
-1st line support – troubleshooting of IT related problems from in-house software to hardware, such as till equipment, iPads, laptops, PCs, printers
-Troubleshooting basic network issues such as ADSL broadband issues
-Managing tickets through to resolution, ensuring all updates and relevant communications are recorded
-Making outbound calls to customers and 3rd parties ensuring all the relevant information is passed on and logged
-Escalating within SLA if fault is outside fix realm to 2nd line support, 3rd party vendors or Head Office IT Department
-Chasing open tickets for updates/feedback/further information
-Taking ownership of user problems and following up the status of problems on behalf of the customer, communicating progress in a timely manner
-Following documented client process for all P1 high priority and global incidents issues
-Maintaining a high degree of customer service for all support queries and adhere to all service management principles
-Promoting a professional image of Cyntergy
March 2015 – Sep. 2015 Temporary German speaking Administrator for Lidl UK
(6 months fixed-term contract)
Responsibilities:
-Writing and issuing contracts for Lidl products using a German computer system
-Effective communication with buyers and suppliers, solving contract issues
-Administrative support including typing, emailing, data entry, invoicing, filing of documents, photocopying, scanning and faxing, answering and transferring telephone calls
-Proofreading of documents when necessary from German to English
-Providing support to Senior Managers of the Buying department
-Working in Excel, comparing spreadsheets and logging in contracts
-Preparing and sending out contracts to other EU countries trading with Lidl
-Requesting bank forms from suppliers, dealing with issues regarding bank account details, invoice queries for national and international suppliers
-Helping Senior colleagues with any ad-hoc daily tasks
Feb.2015 – March 2015 Temporary HR and Reception cover for Lidl UK
(applied and moved into fixed-term contract for above role)
Responsibilities:
-Managing a busy Cisco switchboard, transferring calls between departments
-Meeting and greeting visitors, contractors, issuing visitor badges
-Taking mail and parcel deliveries, sorting out, franking and preparing outgoing post, distributing mail and parcels to departments
-Managing meeting room bookings, making taxi and travel arrangements
-Other administrative duties required in HR including filing, copying, binding, faxing, personnel data entry
Nov.2014 – Feb.2015 Temporary Corporate Receptionist for Rolls – Royce at
London Heathrow Service Centre
Responsibilities:
-Opening and closing the Corporate Reception area, doors and gates
-Checking emails and opening the CCTV system
-Providing a high-end customer service to airline staff and Senior Directors
-Meeting and greeting visitors, contractors, office and airline staff
-Providing visitor badges and escorting guests to conference meeting rooms
-Answering all incoming calls in a professional manner, transferring calls between departments using Avaya switchboard
-Taking mail deliveries and parcels, preparing and franking outgoing post and DHL parcels
-Any other ad-hoc Administrative tasks as required by the Head Receptionist
-Health and Safety at work, setting up the fire alarm system for weekly tests
Feb.2014 – Aug.2014 Passenger Service Agent representing American Airlines
and Royal Jordanian Airlines at London Heathrow
Responsibilities:
- Providing a high-end customer service at all times
-Dealing with passenger enquiries about flight departures and arrivals
-Checking passengers tickets, passports, visas and other travel documents
-Checking passengers in using a check-in computer system
-Providing boarding passes and luggage labels, tagging the luggage, advising about luggage restrictions
-Helping passengers select their plane seats
-Weighing baggage and collecting any excess weight charges
-Taking care and assisting people with special needs, pregnant women, unaccompanied minors, travel groups
-Calming and reassuring anxious passengers, dealing with difficult situations
Jan.2012 – Dec.2013 Self-employed, tutoring piano lessons for children in
London UK
Feb. – Dec.2011 Gap year, travelling for leisure in Germany
Education
2007- 2010 University, Bachelor degree in Music piano at the Music
Academy in Basel, Switzerland
2002 – 2007 High- school degree and Piano accompanist degree at
Music High – school in Targu Mures, Romania
1995- 2002 Primary school and Gymnasium in Targu Mures, Romania
Technical skills
-Good knowledge of Microsoft Office programs (Word, Excel, Power Point, Outlook), IBM programs, Lotus Notes
-Ability to learn and use computer software systems in English and German, a fast learner
-Good typing speed and ability to use various telephone switchboards