Customer Service Manager

Manuela Rodriguez

*******.*.*********@*****.*** • Tel: 562-***-**** •

Bancpost Bucharest, Romania

Branch Manager March 2008-September 2009

• Promoted the Bank’s products and services to clients and potential clients which resulted in exceeded target sales

• Was directly responsible for sales targets regarding retail products and any other targets from the bank management

• Motivated people to get involved in department’s projects in order to improve their skills and to become more responsible about their actions

ProCredit Bank Bucharest, Romania

Retail Manager April 2007 – March 2008

• Offered support to the Client Advisors for every day activities and handled unusual situations that are not covered by procedures

• Permanent monitored the department’s main objectives and provided solutions to improve them by sending proposals in Head Office, for the colleagues who create new products

• Helped consultants to assimilate and apply new job related information in a timely manner, to accept constructive criticism and take actions for developing their own skills

• Consolidated evaluation forms and also discussed them with the respective consultants

ProCredit Bank Bucharest, Romania

Retail Analyst January 2006 – March 2007

• Organized theoretical trainings for new and existing personnel

• Contributed to the design of the operational manuals for the local branches and agencies

• Supervised logistical steps when opening new locations in order for the Front and Bank Office to become operational by the due date

• Visited branches in order to verify their activities and took all necessary measures to improve efficiency

ProCredit Bank Bucharest, Romania

Client Advisor April 2004 – January 2006

• Promoted the proper products for every customers

• Interacted with other departments in order to solve customers’ problems

• Opened/ closed accounts, made accurate transactions

Mobifon (now Vodafone) Bucharest, Romania

Customer Service Representative August 1998 – July 2000

• Answered and processed incoming telephones calls from existing or potential customers concerning delivery, coverage, pricing, billing

EDUCATION

University of Bucharest Bucharest, Romania

“Titu Maiorescu” University of Economics 2000

• Bachelor Degree of Economics with emphases in finance and banking

ADDITIONAL

• Attended courses: Selling and Direct Promotion Techniques, Superior Client Service, AECR (Achieving Extraordinary Customer Relations), PC Operator (Word, Excel, PowerPoint);

• Proficient in Microsoft Word, Excel, PowerPoint and Outlook

• Personal skills: organized, friendly, ambitious, able to meet deadlines, fast learner.

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