ADRIANA SOFRONEA
High Wycombe,UK
Summary
10+ years across high-volume customer service, multi-stakeholder scheduling, and audit-grade documentation at aviation, public sector, and travel retail organisations with 10 to 8,000+ employees, and up to $12B+ in annual revenue.
Worked across Heathrow Terminals 2 to 5 for 7 years supporting daily passenger and shopper volumes of ~25,000 across high-pressure aviation operations, with cross-terminal coordination and service-time targets met during peak flight windows.
Coordinated 10 recurring and reactive appointments per month across 2 placements involving social workers, healthcare professionals, schools, and police, holding response times under 2 hours and tracking each case to resolution.
Maintained time-stamped logs of 36 months of multi-agency activity and produced audit-ready records within 24 hours for reviews, compliance reporting, and court proceedings.
Overview
13
13
years of professional experience
Work history
Professional Development & Certifications
Career Development Sabbatical
High Wycombe, UK
2025.04 - 2026.05
- Structured career transition period focused on professional qualifications and upskilling in project management, compliance, and operational methodologies while preparing to return to office-based coordination.
- Earned APM Project Fundamentals Qualification and completed PRINCE2 Foundation & Practitioner certification as a PeopleCert Registered Practitioner, building structured knowledge of project lifecycle, governance, and stakeholder management.
- Studied Agile and Scrum methodologies through self-directed learning, applying frameworks to personal project planning, scheduling, and time management.
Foster Carer
Buckinghamshire Council Fostering Service
High Wycombe, UK
2022.01 - 2025.04
- Reported to a supervising social worker and coordinated 10 recurring and reactive appointments per month across 2 placements, liaising between social workers, healthcare professionals, schools, and police while holding response times under 2 hours.
- Maintained planned care schedules covering health, education, and contact appointments and rebooked reactive sessions within 2 hours of cancellation, reducing missed contacts and placement disruption across 36 months.
- Logged daily interactions, behaviours, and follow-up actions with timestamps in case management systems, producing audit-ready records within 24 hours for multi-agency reviews and court proceedings.
- Tracked household budgets of £1,000 per placement per month across food, clothing, activities, and transport, maintaining accurate records for monthly assessment and audit.
- Partnered with court guardians, teachers, healthcare providers, social workers, and police to progress reviews and hearings, recording actions, decisions, and next steps in shared trackers.
- Completed 7 safeguarding and health courses and applied learning in incident recording and risk documentation, meeting regulatory compliance standards.
- A public-sector division providing short-term, long-term, respite, and emergency foster care, caring for over 500 children across the county, with an 8-figure budget, social care, support, and admin teams.
Foster Carer
Silver Lining Fostering
High Wycombe, UK
2020.01 - 2022.01
- Reported to the CEO and documented daily interactions, behaviours, and concerns across 5 short-term placements ranging from 24 hours to 2+ years, producing case records for assessments and reviews.
- Maintained logs with timestamps and follow-up actions and ensured resolution across multi-agency teams, meeting a response goal of under 2 hours.
- Scheduled supervised family contact sessions and logged attendance and outcomes, improving contact reliability and reducing missed appointments across 24 months.
- Handled case queries and logistics with families and professionals via phone and email, meeting a response goal of under 2 hours.
- Completed 15 courses including Risk Management, Knife Crime Prevention, and COSHH and applied risk guidance in contact planning notes to reduce incident rates.
- Silver Lining Fostering is an independent fostering agency based in West London. The agency recruits, trains, and supports families to care for vulnerable children and young people in need.
Customer Service and Sales Assistant
World Duty Free
London, UK
2017.07 - 2021.02
- Worked across Heathrow T2 to T5 as 1 of 10 Assistants reporting to the Supervisor, handling high-volume queries, payments, and stock requests while serving ~25,000 daily shoppers.
- Covered multi-terminal operations and met service-time targets during peak flight windows by adjusting till coverage and handover notes across 4 locations.
- Handled customer enquiries via face-to-face, phone, and email for stock availability and reservations, recording each outcome in store systems for follow-up.
- Documented stock issues and flagged recurring problems to the back-office team for action, supporting end-to-end resolution of supplier and inventory queries.
- Completed end-of-day reconciliations and logged discrepancies in store systems to maintain accurate transaction and inventory records.
- Travel retail division of Dufry Group ($12B annual revenue). Company offers 17,000+ duty-free products, including cosmetics, fragrances, and spirits.
- Reason for leaving: laid off due to macroeconomic factors.
- Improved customer service by efficiently handling queries and complaints.
Passenger Assistant
Omniserv
London, UK
2013.10 - 2017.07
- Specialist aviation services provider with 2,061 employees and $100M revenue, supporting terminals with hosting, check-in, compliance, and connection services across Heathrow.
- Served across Heathrow T2–T5 reporting to the Passenger Ambassador Team Manager and handled passenger queries to keep flows moving during peak periods.
- Logged incidents and handed unresolved cases to security or airline desks with time-stamped notes, ensuring follow-through to resolution.
Education
APM Project Fundamentals Qualification - Project Management
Association For Project Management
PRINCE2 Registered Practitioner - Project Management
PeopleCert
Scrum Essentials - Software Management and Business Administration
ITOnlineLearning
Skills
- Microsoft Office Suite
- Word
- Excel
- PowerPoint
- Outlook
- Google Calendar
- Data tracking
- Budgeting
- Documentation
Timeline
Professional Development & Certifications
Career Development Sabbatical
2025.04 - 2026.05
Foster Carer
Buckinghamshire Council Fostering Service
2022.01 - 2025.04
Foster Carer
Silver Lining Fostering
2020.01 - 2022.01
Customer Service and Sales Assistant
World Duty Free
2017.07 - 2021.02
Passenger Assistant
Omniserv
2013.10 - 2017.07
APM Project Fundamentals Qualification - Project Management
Association For Project Management
PRINCE2 Registered Practitioner - Project Management
PeopleCert
Scrum Essentials - Software Management and Business Administration
ITOnlineLearning