Customer Service Sales

** ******** ******, ******, *** *EP - Tel.: 020********, 075**-******

(mobile) - Date of birth: 28.02.1978 - Email: *********@*****.** -

Nationality: German

Irina Jitariu

Personal Profile

I am a qualified correspondent for foreign languages. Throughout my career

I have developed very good

organizational and communication skills as well as a professional manner

when dealing with a number of

business partners. I am fully competent with the use of computers and

general admin duties as well as

customer service.

Skills/achievements/abilities

. Professional, reliable, ambitious, trustworthy, punctual

. Good at working as part of a team and on my own initiative

. Computer literate: MS Word, Excel, Power Point, Databases, Sage,

Outlook, Internet

. Multilingual: German (mother tongue) - Romanian (mother tongue) -

English (fluent) - French (intermediate) - Spanish (basic knowledge)

. UK Driving license

. Time Management Training

. Advanced Excel and Outlook/Word Training

Work experience

May 2013 - October 2013

International Customer Service Advisor - Wolverine Worldwide Ltd

To manage defined accounts, operate SAP Sales Order Processing system and

answer all customer enquiries efficiently, effectively and in a

professional manner

To build great relationships with Internal and External customers,

delivering service excellence and putting the customer first at all times.

To ensure that Customer Service practices are understood by and adhered to

and to be the voice of the brand both internally and externally

Sales Order Processing

1. Ensure that all new orders from customers are processed onto SAP

accurately and within 24 hours of receipt.

2. Ensure that all forward orders for key customers are acknowledged within

48 hours of receipt and that delivery dates are confirmed when able to do

so.

3. Update orders as necessary and maintain an accurate order book at all

times.

4. Advise customers of any revisions to requested delivery dates/quantities

as soon as the information is available.

5. Accept new orders from customers by telephone, email and fax and

actively sell additional quantities where possible.

6. Monitor status of order progress to the point of dispatch from the

warehouse to help avoid any delay to the delivery process and customer

dissatisfaction.

7. Resolve customer enquiries and ensure that they are answered courteously

and in a timely manner with a positive outcome.

Account Management

1. Monitor orders and advise Team Leader of any known problems or delays.

2. Actively participate in the lifecycle of customer orders from order

receipt to the dispatch of goods

3. Liaise with third party Warehouse and Logistics concerning any

shortages, processing, bookings or returns

4. Liaise with Finance/Credit Control department concerning returns,

credits and invoicing issues.

5. Keep warehouse fully up to date with processing requirements of

specified accounts.

6. Keep in regular contact with accounts, maintaining and developing good

working relationships

7. Communicate relevant account activity to Team Leader as appropriate.

8. Take accountability for managing and shipping order book, promoting a

proactive approach to help maximize sales

9. Provide regular delivery schedules to key customers keeping them

informed of the latest delivery dates of their orders

10. Courtesy calling customers to gain feedback on brand performance and

the service being provided to them, using this constructively and

effectively.

September 2013 - December 2013

Online Customer Service Advisor - Monsoon Accessorize Headquarter London

. Dealing with all kind of queries from customers online, over the

phone and via Email. Handling complaints, queries and questions in a

calm, friendly and professional manner and providing very good

customer service to customers. Using company's software and IT tools,

being confident with all IT appliance like Outlook, MS word, Excel,

PowerPoint, Database, Internet and general administration duties.

Using my language skills and dealing with international customers in

German and Romanian and French if necessary and providing knowledge

and profound information regarding delivery, items, orders and general

questions.

April 2008- August 2013 Licensing Administrator for Education, Local

Authorities and Police CLA

The Copyright Licensing Agency (CLA) London

. Responsible for allocated sectors and segments, working within CS

Procedures and guidelines agreed with the CS Supervisor.

. Invoicing and accompanying documentation for new and existing issued

licences.

. Customer queries resolved and relations established and maintained,

customer enquiries answered with appropriate, well informed advice.

. Attend exhibitions and customer visits as appropriate.

. Working within agreed procedures, flag problems with CS Manager,

supporting the activities of other departments when required.

. Liaising with other departments as necessary, advising and providing

information based on CLA customer services system and procedures as

required.

. Customer information maintenance and provision of necessary data to

produce business reports and analysis. Filling information both

electronic and paper files, maintained to CLA and Data Protection

standards.

. Customer queries resolved promptly and satisfactorily.

. Electronic systems and paper files maintained accurately. Maintaining

a well-structured database, providing accurate and current

information.

. Quality and timeliness of reports to agreed standards.

. Undergoing a lot of research, checking customers status e.g. on

Companies House or other tools

. Meeting clients/customers on exhibitions face to face. Dealing all my

customers via email, telephone, letter or face to face

. Holding meetings and update colleagues and managers about

clients/customers status, licences or finacial situation, sending

invoices, chasing for payments, contact clients regarding any kind of

issues, queries or problems. Keep customers up to date with the

licence procedure,licence renewals and all the relevant documents.

January 2008- April 2008

Customer Service Advisor - Arkadin - London. UK and international

customers.

. Dealing with all queries for international telephone conferences,

maintaining files of international customers, connecting customers

from all over the world in different languages

August 2007- January 2008

Customer Service and Logistics Coordinator - Memory Experts

International - Headquarter London

- Offered excellent support to our customers

. Ensured customers are provided with exceptional service support

. Developed and maintained solid customer relations through strong

communication skills.

. Responded to client queries in an efficient and timely manner via

email and phone

. Received and processed sales orders and order modification

. Ensured sales order confirmation is provided to customers each time an

order is received and provide customers with detailed information on

order status and deliveries

. Followed up on backorders

August 2005 - July 2007 General Administrator & Assistant of Management -

Ipsos MORI Ltd - London

. Updated, filed and general organisation of interviewers' and staff

files using Word, Excel, PowerPoint and Databases

. Booked meeting rooms for all management

. Greeted clients and interviewers

. Checked translations from Interviewers

. Processed timesheets and payslips

. Helped all staff with queries and complaints

. Recruitment duties: answered phone and took details of new

interviewers

. General HR duties

March 2003 - July 2005 Telephone Interviewer & Translator - Ipsos MORI,

CMRC, ICM, BMRB, Ronin Cooperation - London

. Researched a particular market/product/service using CATIsystem

. Asked business and residential customers/consumers a series of

questions using my native language, German, as well as

English and Romanian

. Gained excellent telephone manners, good computing and communication

skills dealing with people at all levels.

. Dealing with B2B customers at a professional level

October 2002 - January 2003 Shop Assistant - Blue Chip Internet Cafe -

London

. Helped customers with using computers

. Answered the telephone and dealt with queries

February 2002 - September 2002 Secretary for a wooden flooring company -

Bembe Parkett GmbH

Villingen, Germany

. Administration duties: faxing, copying, answering telephone queries,

daily mail correspondence using Word and Excel

. Updated staff and customer databases and files

. Greeted customers, showed and explained the exhibition room

. Providing excellent customer service to clients via telephone and

email

. Responsible of the office whilst the manager was away on the building

side

Education and training

September 2000 - July 2002 Studies at the Professional Language School

ILINGUA,

Villingen, Germany

. Certificate as a Correspondent for Foreign Languages in English and

French

. Typing Certificate - 50wpm

September 1995 - July 1999 Economical College, Villingen, Germany

. A-Levels equivalent

September 1989 - July 1995 Karl-Brachat-Secondary School, Villingen,

Germany

. GCSEs equivalent

Interests

. Reading

. Latin-American dancing

. Travelling - I have been to several countries including Romania,

France, Switzerland, Hungary, Czech Republic, Italy, Austria and the

UK

. Cinema

. Cycling

. Going to the Gym

. Socialising, meeting friends

References

Names and details of referees available upon request.

Contact this candidate