Andrei Atanasoaia
Burton on Trent,Staffordshire
Summary
Customer focused and analytical professional with over 10 years of experience delivering high quality service in fast paced environments. I currently work within The FA, where I have developed a strong understanding of internal processes, systems, and values. I apply a progressive, respectful, inclusive, and determined approach in everything I do. I am a genuine football fan with a real connection to the game, both through my work and in my personal life. I am comfortable working under pressure, handling high volumes of demand while staying accurate, efficient, and focused on delivering a great experience. I take pride in building strong relationships, resolving issues effectively, and consistently delivering positive outcomes.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Education Services Advisor
The Football Association
Burton on Trent, Staffordshire
07.2025 - Current
- Manage high volumes of learner enquiries in a fast-paced environment, consistently meeting KPIs and service level agreements, achieving a 90% service level and an 83% CSAT score
- Resolved approximately 3,700 learner enquiries since August 2025, maintaining accuracy, efficiency, and high service standards
- Support learners through booking processes, eligibility checks, and system navigation, delivering a smooth and user friendly experience
- Handle complex queries and resolve issues efficiently, often under pressure and within tight timeframes
- Work closely with internal teams including Systems, Marketing, Delivery and Coach Developers to coordinate communications and improve the overall learner journey
- Maintain accurate learner records and ensure data integrity across multiple platforms
- Contribute to the delivery of clear and effective communications to large audiences, supporting engagement and uptake
- Adapt quickly to changing priorities and high demand periods, ensuring consistency and attention to detail at all times
- Build strong relationships with learners, providing a professional, approachable, and solution focused service
- Active member of the Inclusion Advisory Group, playing a key role in shaping onboarding and induction improvements, and contributing to initiatives that create an inclusive, supportive workplace where everyone feels valued and able to perform at their best.
Receptionist
Hilton at St.George's Park
Burton-On-Trent, Staffordshire
04.2023 - 07.2025
- Greeted guests upon arrival, provided check-in assistance, and directed to rooms, enhancing guest experience.
- Managed telephone enquiries, efficiently handling reservations, cancellations, and modifications to bookings.
- Implemented feedback from guest surveys to refine service offerings and meet evolving expectations.
- Maintained a tidy and welcoming reception area, reinforcing the hotel's commitment to high standards.
- Processed guest payments for accommodation and services, maintaining accurate financial records.
- Trained new reception staff, sharing knowledge and best practices to maintain service quality.
- Offered upselling options such as room upgrades and additional services to maximise hotel revenue.
- Conducted check-out procedures, issued invoices, and collected feedback to improve future guest experiences.
Customs Broker
UPS
Derby, Derbyshire
11.2020 - 02.2023
- Implemented cost-saving strategies by identifying more efficient shipping routes and methods.
- Streamlined internal processes to enhance efficiency and accuracy in customs clearance procedures.
- Developed and maintained strong working relationships with clients, offering personalised support and guidance.
- Managed customs brokerage processes for a diverse range of import and export goods, complying with all legal and regulatory requirements.
- Advocated on behalf of clients during customs audits and investigations to protect their interests and resolve disputes.
- Responded promptly to enquiries from clients, providing clear and concise information on customs requirements.
- Liaised with HM Revenue and Customs HMRC to resolve any issues and expedite the release of shipments.
- Utilised advanced customs software to expedite data entry and improve tracking of shipments.
- Analysed import and export data to identify trends and opportunities for business development.
- Coordinated with freight forwarders, shipping lines, and warehousing staff to ensure timely delivery of consignments.
- Updated databases while complying with GDPR regulations.
Receptionist
Hilton at St.George's Park
Burton-On-Trent, Staffordshire
05.2018 - 11.2020
- Greeted guests upon arrival, provided check-in assistance, and directed to rooms, enhancing guest experience.
- Managed telephone enquiries, efficiently handling reservations, cancellations, and modifications to bookings.
- Implemented feedback from guest surveys to refine service offerings and meet evolving expectations.
- Processed guest payments for accommodation and services, maintaining accurate financial records.
- Trained new reception staff, sharing knowledge and best practices to maintain service quality.
- Offered upselling options such as room upgrades and additional services to maximise hotel revenue.
- Maintained confidentiality of guest information, adhering to data protection regulations and building trust.
- Supported loyalty programme initiatives, encouraging repeat business and fostering a loyal customer base.
- Utilised hotel management software to update guest information, ensuring accurate records and personalised service.
Stock Controller
Kerry Foods
Burton-On-Trent, Staffordshire
01.2016 - 04.2018
- Used inventory management system to maintain accurate order records.
- Kept abreast of stock levels using inventory systems, modifying purchasing quantities and delivery frequency to meet customer demand.
- Collaborated with purchasing department to reconcile purchase orders with stock received, minimising discrepancies.
- Prepared detailed inventory reports for management review, highlighting stock levels, discrepancies, and recommendations.
- Executed cyclical counts on business inventory, updated systems with new stock quantities and proposed actions to address reported discrepancies.
- Created and monitored KPI metrics from order placement to product delivery, maintaining high-levels of customer satisfaction.
- Received incoming stock from suppliers and verified details and dimensions against purchase orders before input into inventory systems.
- Checked products' best-before dates and initiated control mechanisms to remove bad stock and dispose of items with short shelf lives.
- Oversaw dispatch of goods, ensuring timely delivery to customers and compliance with shipping regulations.
- Developed and maintained organised storage systems, enabling quick and efficient retrieval of stock.
Education
Diploma of Higher Education - Computing
Arden University
Birmingham2026
Skills
- File management
- Telephone switchboard operation
- Guest relations
- Export services
- Proactive approach
- Stress resilience
- Empathy and understanding
- Knowledge on GDPR compliance
- Data integrity maintenance
- Complex query resolution
- Remote collaboration
- Email handling
- Remote desktop control usage
- Customer-Oriented mindset
- Awareness of cultural sensitivities
- Knowledge of CRM software
Certification
- ICEP International School Receptionist training
- Introduction to First Aid in Football
- Safeguarding Children Course
- Introduction to Talent Identification
- Introduction to Coaching Football
Languages
English
Advanced
C1
Romanian
Proficient
C2
Spanish
Elementary
A2
Hobbies and interests
- Football
- Reading
- Traveling
Timeline
Education Services Advisor
The Football Association
07.2025 - Current
Receptionist
Hilton at St.George's Park
04.2023 - 07.2025
Customs Broker
UPS
11.2020 - 02.2023
Receptionist
Hilton at St.George's Park
05.2018 - 11.2020
Stock Controller
Kerry Foods
01.2016 - 04.2018
Diploma of Higher Education - Computing
Arden University