Andreea Alexandra Sortan
Student - Customer Service Advisor
London - Beckton
Summary
A highly motivated 3rd year student currently pursuing a BSc Hons degree in Business and Human Resources Management, with knowledge gained through excellent classroom performance. Previous studies have provided a strong foundation in areas such as Finance, Economics, Business Law, Marketing and mostly Human Resources. With over 3 years of experience in customer service within fast-paced environments enabled me to develop strong teamwork skills toward achieving set goals. Aiming to leverage these skills and knowledge to further pursue my passion for human resources.
Overview
4
4
years of professional experience
5
5
years of post-secondary education
2
2
Languages
Work History
Customer Service Advisor
The Contact Company
London
2021.09 - Current
- Had the opportunity to work on two different campaigns; one for Argos and the other for John Lewis - both as a customer service advisor.
- Explained charges, fees, terms of sales and service agreements to over 80 customers daily.
- Analyzed more than 200 customers account data and gave solutions based on their needs, which resulted to an increase in 60% of customers positive feedback.
- Maintained the average interaction time by using strong listening, consultative and problem-solving abilities to address all concerns.
- Responded to customer concerns via LiveChat during shifts to meet fast-paced demands and drive sales.
- Effectively used various computer programs to access information and create or update the client database.
- Accurately documented all transactions taken over the shift and sent inputted data to the appropriate department.
Customer Service Executive
Ismash
London
2020.11 - 2021.08
- Provided primary customer support to internal and external customers while developing a deep understanding of the company's services and products to support any queries.
- Proficiently handled 60-70 emails, social media and live chat channels, reviews platforms and 10-12 calls daily.
- Weekly reports on customer satisfaction and FAQ stats from live chat, Freshdesk and all media platforms.
- Significantly reduced issues and increased customer loyalty by clearly and professionally communicating resolutions and ensuring prompt attention to complaints, which resulted in shorter SLA’s and a periodic decrease in escalations my team received daily by almost 50%.
- Coordinated the interface between logistics function and warehousing to ensure efficient, timely and cost-effective support to the customers.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Assessed customer service trends from all media platforms and evaluated complaints to determine areas in need of enhancement.
Customer Service Assistant
Janitorial Express
London
2019.10 - 2020.07
- Adeptly handled 20-30 inbound calls per day and accurately processed sales orders generating minimum £5000.00 in sales revenue daily.
- Improved company customer service rating both by meeting and exceeding requisite KPIs at 95% for major customers.
- Assisted customers by processing orders, monitored back-orders, invoiced and followed shipping procedures to expedite online ordering process.
- Communicated with vendors regarding back-order availability, future inventory and special orders.
- Handled high-volume paperwork and collaborated with relevant departments to resolve invoicing and shipping problems.
Customer Service Representative
Amazon
Manchester
2018.09 - 2019.08
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Recorded account information to open new customer accounts.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Processed customer adjustments to maintain financial accounts.
- Aimed at achieving and exceeding set target goals, always looking to improve call time and consistently achieving target quality towards 95%.
Site Support Associate
Amazon
Manchester
2017.12 - 2018.09
- Partnered with management team to coordinate on-boarding and off-boarding processes of over 60 employees.
- Delivered friendly assistance with new hires throughout the interviewing and hiring process.
- Organized new employee orientation schedules for new hires.
- Processed employee termination paperwork at direction of supervisory staff.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Delivered formal performance feedback to employees and motivated them to be successful.
Inbound Problem Solver
Amazon
Manchester
2017.09 - 2017.12
- Leveraged technology to troubleshoot and track issues efficiently.
- Liaised with sales, marketing and management teams to develop solutions and achieve shared objectives.
- Managed timely and effective replacement of damaged or missing products.
- Conducted periodic inventory inspections and reported out-of-stock item issues.
- Kept all documentation and record accurate and up-to-date with the latest data to prevent errors in processing or delivery.
Education
Bachelor of Science - Business And Human Resources Management
Anglia Ruskin University
London, UK 2021.01 - Current
Diploma of Baccalaureate - 80% -
Theoretical High School "Mircea Eliade"
Lupeni, Romania 2013.09 - 2017.06
Skills
Complaint resolution
Account management
POS systems expert
CRM
Administrative support
Training and mentoring
Sales expertise
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service Advisor
The Contact Company
2021.09 - Current
Bachelor of Science - Business And Human Resources Management
Anglia Ruskin University
2021.01 - Current
Customer Service Executive
Ismash
2020.11 - 2021.08
Customer Service Assistant
Janitorial Express
2019.10 - 2020.07
Customer Service Representative
Amazon
2018.09 - 2019.08
Site Support Associate
Amazon
2017.12 - 2018.09
Inbound Problem Solver
Amazon
2017.09 - 2017.12
Diploma of Baccalaureate - 80% -
Theoretical High School "Mircea Eliade"
2013.09 - 2017.06