Sales/Customer Support Professional
Resume:
Curriculum Vitae
PERSONAL INFORMATION
Name Nadja Uglova
Address Joannes J.F. Waplaan 6
**** ** *******, *** ***********
Telephone +31(0)640139266
E-mail **.******@*****.***
Date of birth 01/09/1988
Place of birth Arkhangelsk, Russia
EDUCATION
09/2010 – 11/2012 Master of Arts in International Service Management
Institution Name Stenden University of Applied Sciences/London Metropolitan
University (the Netherlands/UK)
09/2005 – 06/2010 Bachelor of Arts in Translation and Intercultural Communication
(English/Russian/Swedish)
Institution Name Pomor State University named after M.V. Lomonosov (Russia)
RESEARCH EXPERIENCE
01/2012 – 09/2012 Social market research in services under the subject: “Sustainability in
a Hotel: Influence of Green Key on Customers’ Loyalty”
Studied Organizations Two hotels: Fletcher and ‘t Anker
Where/Place Leeuwarden, the Netherlands
Description The aim of the research was to understand whether a company’s
sustainability policy influences its customers’ loyalty. Customers’
motives for choosing one organization or the other were analyzed and
compared.
HONOURS AND AWARDS
07/2010 Letter of Gratitude ( 472) and a monetary compensation were
awarded for efficient time management and achieved results in the
arrangements of a visit of a foreign delegation.
Organization Department of the Interior/Branch of the National Central Bureau of
Interpol in the Russian Federation
Where/Place Arkhangelsk, Russia
CERTIFICATE OF COMPLETION
11/2011 – 06/2012 “Application of the 7 Habits of Highly Effective People”
Involved Organizations Stenden University of Applied Sciences and FranklinCovey (the
Netherlands)
Where/Place Leeuwarden, the Netherlands
Description A course based on “The 7 Habits of Highly Effective People” by S.R.
Covey was taken to improve personal managerial, communication and
relationship skills.
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WORK EXPERIENCE
06/2013 – now Extron Electronics
Function Customer/Sales Support
Where/Place Amersfoort, the Netherlands
Responsibilities Handled customer calls and followed up on email requests.
Retrieved information to answer customer questions.
Entered customer related information in CRM.
Checked for product availability and order status in Avante, created
RMA’s, checked orders, prepared official letters on request.
Searched for potential clients, initiated first contact calls, created
new accounts in the system.
Participated in lunches/dinners with customers.
Monitored process of product certification, as a result – obtained
certificates for all products.
Monitored product trainings for customers: assigned for courses,
consulted on trainings.
Assisted colleagues with customer requests.
Main Achievements Distinguished with a gratitude for increase in new customer
contacts.
05/2013 – 06/2013 EF Education First
Function Call Center Agent
Where/Place Amsterdam, the Netherlands
Responsibilities Contacted individuals and businesses to sell services.
Followed up on customer requests.
Received orders via phone, recorded customer contact details,
entered data into the computer system.
Reached goals of projects on time.
Main Achievements
09/2010 – 09/2011 Stenden University Hotel
Function Practical Instructor/Manager (Housekeeping Department)
Where/Place Leeuwarden, the Netherlands
Responsibilities Managed staff of 20 people, maintained personal records.
Processed and maintained documentation.
Assessed employees’ work quality and provided feedbacks.
Conducted trainings, recruiting, briefings, prepared schedules.
Created new housekeeping procedures and implemented them.
Being an active listener created a workplace responsive to
employees’ needs.
Provided daily support of international customers.
Proactively resolved customer issues.
Reported consistently to senior management, provided advice.
Monitored stock volumes, ordered products.
Main Achievements Drastically increased employees’ job satisfaction.
Facilitated communication within and between departments.
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06/2008 – 09/2008 Meadow Muffins
Function Assisting Accountant/Internet and Phone Marketer
Where/Place Colorado Springs, USA
Responsibilities Classified and recorded numerical data.
Reviewed older financial statements for correct entry.
Conducted Internet search for potential clients.
Called clients, offered services, conducted negotiations.
Supported the manager whenever possible.
Main Achievements Digitalized all older financial documents.
Completely learnt financial software QuickBooks within few days.
01/2006 – 01/2008 Novaya Liniya
Function Marketer
Where/Place Arkhangelsk, Russia
Responsibilities Forecasted necessary volumes of products, arranged orders.
Monitored deliveries and expenditures, ensured documentation.
Marketed products after studying features of a target customer.
Proposed advice to upgrade marketing campaigns.
Main Achievements Raised product sales within 1 week.
EXTRACURRICULAR ACTIVITIES
11/2012 Stenden University of Applied Sciences/Office of master’s studies
Function Marketer
Where/Place Leeuwarden, the Netherlands
Description Effectively communicated the information about master’s studies
to prospective students.
07/2010 Department of the Interior/Branch of the National Central Bureau of
Interpol in the Russian Federation
Function Translator/Event organizer
Where/Place Arkhangelsk, Russia
Description Interpreted at the meetings and translated documents while
working overtime.
Assisted with organization of conferences and meetings.
01/2008 – 01/2010 The youth environmental non-governmental organization “Aetas”
Function Event organizer
Where/Place Norway/Russia
Description Prepared leaflets, brochures for the organization.
Participated in negotiations with partners in Norway.
Assisted with organization of conferences and meetings.
Travelled to Norway as the official representative.
Ensured follow-ups on meetings.
04/2009 – 05/2010 Pomor State University named after M.V. Lomonosov
Function Event organizer
Where/Place Arkhangelsk, Russia
Description Monitored organization of the major graduation ceremonies.
Developed stage performances; motivated students to participate.
Reported to the dean on advancements of organizational processes.
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SKILLS
Computer knowledge Microsoft Office (Word, Excel, PowerPoint), Outlook, IBM SPSS Statistics
Applications: Avante, CRM, QuickBooks, Fidelio, Poseidon
Languages English (professional fluency)
Russian (mother tongue)
Dutch (working knowledge)
Swedish (limited knowledge)
ADDITIONAL INFORMATION
Hobbies Psychology, languages, cultures, playing guitar.
Sport: swimming, figure skating, snowboarding.
Customer and service oriented, proactive, excellent communication and
Competencies
problem solving skills.
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