Aneta Olsen
Corby
Summary
Dynamic professional with expertise in KPI analysis, communication skills, and leadership and performance management. Demonstrates strong capabilities in data analysis and decision making, complemented by technical support and customer service proficiency. Adept at relationship management, training, and development, with a focus on driving organizational success through strategic initiatives.
Overview
17
17
years of professional experience
2
2
years of post-secondary education
Work history
Customer Service Team Leader ELT Technical Support
Oxford University Press
Kettering, Northamptonshire
10.2021 - Current
- Management of 8 Digital Support Assistants responsible for providing exceptional service to customers using ELT digital products, platforms and services
- Recruitment in and outside of Customer Service, support to other Team Leaders and stake holders
- Participation in various projects to help bring service or product to market in alignment with business growth strategy
- Established relationships across business to improve communication and efficiency with delivering change
- Planning workloads, delegating tasks, managing training, development, performance and quality via feedback, 1:1 and team discussions
- Addressing issues using variety of management techniques – RCA, time management, radical candor, leadership styles and data analysis
- Interacting with internal and external customers, direct point of escalation for Sales teams, Assessment, Platform Managers, Project Managers, managing complaints and implementing solutions
- Communicating with team members daily re. new developments, products, services, changes etc. via meetings, huddles, emails and Teams channels
- Distinction in recently completed Level 5 Operational Management Apprenticeship
Customer Service Assistant ELT and Trade
Oxford University Press
09.2015 - 09.2021
- Digital support – responding to customer’s queries on daily basis via email, chat and phone
- Team support- training, mentoring, quality control, troubleshooting
- Communication and collaboration with stakeholders, business support and platform analysts to develop new and improve existing online facilities, products and working practices Creating, amending and improving working practices
- Liaising with various departments to provide timely resolution to customer’s issues
- Technical support to Test Centers, organizations, teachers and students around the world
- Communication on social media and app management consoles – Facebook, Google and Apple
Order Management
Oxford University Press
08.2013 - 06.2014
- Dealing with Customer queries by email and over the phone
- Communicating with various freight forwarders and couriers to resolve Customers queries
- Communicating with team members, line managers and other departments to ensure Customer satisfaction is achieved
- Processing incoming orders, refunds, debits and quotations on SAP
- Ensuring personal productivity targets are met every week
- Building large orders into shipments on SAP and MS Access
Logistics Process Controller
Touch Logistics
Aldershot, Hampshire
01.2008 - 07.2012
- Managed engineering teams across multiple depots to ensure timely completion of critical technical calls to achieve tight SLA's for high profile contracts such as Camelot - National Lottery, Shell and Post Office
- Liaised effectively with other departments for seamless operations.
- Trained new employees to increase departmental competency levels.
- Participated in continuous improvement initiatives, fostering a culture of excellence within the team.
- Improved process efficiency by monitoring and adjusting control systems.
Education
Operational Management Level 5 Apprenticeship -
Future Talent Learning
07.2023 - 05.2025
A level - Polish language, English language, History, Humanities and Citizenship
BTEC - Customer Care
Advanced Level Apprenticeship - Customer Service in the Business Skills Sector
1st Aid in a Workplace - undefined
Health and Safety in Workplace Certificate - undefined
NVQ level 2 and 3 - undefined
Customer Service
Skills
- KPI analysis
- Communication skills
- Leadership and performance management
- Data analysis and decision making
- Technical support and customer service
- Relationship management ,training and development
References
References available upon request.
Timeline
Operational Management Level 5 Apprenticeship -
Future Talent Learning
07.2023 - 05.2025
Customer Service Team Leader ELT Technical Support
Oxford University Press
10.2021 - Current
Customer Service Assistant ELT and Trade
Oxford University Press
09.2015 - 09.2021
Order Management
Oxford University Press
08.2013 - 06.2014
Logistics Process Controller
Touch Logistics
01.2008 - 07.2012
A level - Polish language, English language, History, Humanities and Citizenship
BTEC - Customer Care
Advanced Level Apprenticeship - Customer Service in the Business Skills Sector
1st Aid in a Workplace - undefined
Health and Safety in Workplace Certificate - undefined
NVQ level 2 and 3 - undefined
Customer Service
Similar Profiles
Shailja SinghShailja Singh
Lead HRBP at Oxford University PressLead HRBP at Oxford University Press
Rohit ChoukseyRohit Chouksey
Senior Area Sales Manager – North (K–12) at Oxford University PressSenior Area Sales Manager – North (K–12) at Oxford University Press
Aastha KhannaAastha Khanna
Editorial Operations Assistant at Oxford University PressEditorial Operations Assistant at Oxford University Press
Kelize OwuamalamKelize Owuamalam
Football couch assistant at WeisenbergFootball couch assistant at Weisenberg
Ana MANOLACHEAna MANOLACHE
Sales and customer service representative at ABDSales and customer service representative at ABD