Customer Service Manager

Resume

Personal Details:

Name: Iva Anic

Address: * ******* ******, ***** ****

Mobile: 040*-***-***

E-mail: *******@*****.**

Date of birth: 24/09/1979

Keys Strengths:

• Excellent interpersonal skills developed through extensive management experience

working in Tree of Life and as a travel agent

• Good eye for detail and Visual Merchandising acquired through arranging window

displays, using techniques for presentation of clothing, home wares, gift wares and silver

jewelry to maximize sales.

• Great customer service skills with high selling standards

• Strong communication skills developed through working in the retail and tourism

industries, working and living in different countries and writing for the local newspaper

(Canada).

• High organizational and time management skills honed through extensive studies over the

years, working while raising a family and organizing cultural events while living

overseas.

Employment History:

Tree of Life, Woden Westfield

Store Manager March 2011 – July 2011

Assistant Manager December 2010 – March 2011

Casual Sales Assistant October 2010 – December 2011

Key Responsibilities:

• Oversee the day-to-day operations of the store

• Employ, train and motivate team members

• Lead and manage the store team to meet and exceed sales targets

• Maintain high standards of customer service

• Maintain high standards of visual merchandising and store presentation

• Ensure team comply with Company policies and procedures

• Maintain security controls

• Stock control- ordering products

• Analyze store reports and budgets

• Rosters and Payroll

• Conduct performance reviews and team meetings

• Banking

Store closed down and taken up Home duties, due to having a second child

Travel Agent in Bulgaria Air, Tirana, Albania July 2006 – March 2009

Bulgaria Air is the National Bulgarian Airline Company with many offices around Europe.

Key responsibilities:

• Travel sales consultant

• Organizing groups for spa tourism tours, eco tourism, rural tourism tours.

• Tour guiding

Arts, Cultural and Tourism Events Officer June 2003 – December 2006

Croatian Community in Canada

Key responsibilities:

• Organization of exhibitions and cultural events for Community

• Delivering presentations on Croatia as a touristic destination to social and special interest

groups

• Arranging advertising displays

• Writing articles for the local newspaper

• Assisting in the organization of different clubs, radio programs to encourage the cultural

traditions

Travel Agent, Travel Agency Bohemia March 2000 – May 2003

Sofia, Bulgaria

Key responsibilities:

• Sales consultant

• Developing, arranging and selling company’s package tours and travel services

• Consulting on company sponsored trips for business managers

• Tour guiding in various destinations in Europe

Educational History

• 2003-2004 M.A. in Tourism – Sofia University “Sv. Kliment Ohridski”,

Bulgaria

• 1998-2003 Bachelor of Tourism

Sofia University “Sv. Kliment Ohridski”, Bulgaria

• 2000-2003 Bachelor Degree in Spanish Language and Literature

University of Sofia, Bulgaria

• 1998 Travel Guide Diploma in Spanish Language

Personal Characteristics

• Self motivated and enthusiastic

• Strong interpersonal skills

• Ability to plan within a business environment

• Attention to detail

• Ability to build a cohesive team

Referees

1. Jennifer Keating – Human Resource Manager in Tree of Life – mob. 041*-***-***

2. Luoise Burton - Area Manager in Tree of Life – mob. 040*-***-***

3. Anton Bonev – Regional Manager Bulgaria Air – ******@********.**

Contact this candidate