Summary
Overview
Work history
Education
Skills
Affiliations
Certification
Languages
Timeline
CustomerServiceRepresentative

Elena Todorovska

Bedford,Bedfordshire

Summary

Delivering outstanding attention to detail in a fast-moving facility for continued excellent results. Experienced and approachable individual with professional, friendly and polite manner. Confident, quick learner comfortable working in fast-paced environments. Maintains excellent quality standards through thorough checks and proactively suggesting process improvements. Detail-orientated and self-motivated individual with keen multitasking abilities. Confident in working independently, using initiative to complete tasks quickly, efficiently and with high degree of accuracy. Passionate with experience in data accuracy and management. Independent problem-solver focused on customer service and product development. Works well under tight deadlines. Hard-working with strong organisational skills. Achieves company goals through exceptional planning and prioritisation. Takes on challenging new role harnessing interpersonal skills, collaboration and problem-solving. Driven to deliver high-quality service and consistent results. Loyal employee with solid understanding of training and mentoring employees. Dedicated team player, proactive and hands-on in task completion.

Enthusiastic and learning-oriented teaching professional devoted to helping students and supporting teachers. Talents include classroom management, activity planning and audio-visual support. Goal-oriented caring with students of different learning levels and backgrounds. Always ready to step in and positively impact student learning or teacher wellbeing with timely support. Reliable in maintaining orderly spaces and preparing daily materials.

Overview

20
20
years of professional experience
12
12
years of post-secondary education
1
1
Certification

Work history

Warehouse Operative

DHL
Bedford, Bedfordshire
04.2015 - Current
  • Picked, packed and dispatched high-volume orders, consistently exceeding warehouse performance targets.
  • Carried out stock control and maintained quality standards high for audits.
  • Followed safety standards for carrying, moving and storing freight.
  • Conducted quality assessment before transporting goods, assessing for breakages or imperfections.
  • Attended Health and Safety training to ensure consistent adherence to warehouse safety policies.
  • Recorded number and quality of products, taking appropriate action of defective items.
  • Listened closely to instructions, carrying out fast-paced picking and packing in line with targets.
  • Stored products in appropriate storage areas to maximise space within warehouse.
  • Sorted materials on warehouse racks and shelves.
  • Handled high volume calls to address customer inquiries and concerns.
  • Used Microsoft Word and other software tools to create documents and clear communications.
  • Increased customer satisfaction by resolving issues.
  • Successfully delivered on tasks within tight deadlines.
  • Supported team by demonstrating respect and willingness to help.
  • Improved efficiency and productivity by acquiring new skills.
  • Applied positive customer service approach to increase satisfaction levels.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Completed customer orders with speed and accuracy.

Packer and warehouse operative

European Oat Miller
Bedford, Bedfordshire
04.2014 - 04.2015
  • Packed and dispatched high-volume orders, consistently exceeding warehouse performance targets.
  • Loaded goods onto pallets, securing well to reduce risk.
  • Followed instructions and completed delegated tasks to agreed standards.
  • Used appropriate tools and techniques to minimise risk of injury.
  • Stored finished products in orderly manner to avoid errors.
  • Removed and reported damaged and defective goods.
  • Packaged goods into sealed containers.
  • Maintained clean, tidy working environments, upholding warehouse hygiene and safety standards.
  • Packaged items safely and securely ready for dispatch.
  • Read and completed work orders in warehouse environment.
  • Used automated packing equipment to speed up production line output.
  • Completed packing tasks with consistency.
  • Followed verbal and written packing instructions precisely.
  • Prepared packaged products for dispatch.
  • Used company packaging materials and machinery to pack, weigh and label completed items for timely shipment to customers.
  • Wore protective clothing to maintain excellent hygiene and safety standards.
  • Assessed item quality through careful inspections.
  • Cleaned and tidied work areas to meet inspection requirements.
  • Followed safety, quality and production standards while packing, moving and storing goods.
  • Worked flexible hours, covering nights, weekends and bank holidays.
  • Prevented cross-contamination by sanitising utensils and surfaces.
  • Demonstrated respect, friendliness and willingness to help wherever needed.

Call centre agent

Swiss Net call centre
SKOPJE, FYR OF MACEDONIA
02.2008 - 08.2012
  • Used outstanding problem-solving and communication skills to appease dissatisfied customers.
  • Emailed customers comprehensive service information, contracts and after-care support packages.
  • Promoted current services and offers using expert product knowledge.
  • Handled high call volumes with accuracy and efficiency for optimum productivity.
  • Maintained up-to-date client records in database systems.
  • Used in-depth product understanding to answer customer questions knowledgeably.
  • Provided accurate, consistent and meaningful advice to customers to boost retention.
  • Updated customers on special offers and promotions for increased revenue.
  • Reached out to established clients to follow up after sales and offer new products and services.
  • Maintained accurate knowledge of current services to provide informative customer advice.
  • Maintained call centre efficiencies, ensuring clear, effective communication with all departments.
  • Acted as first point of contact for customer issues and queries.
  • Optimised customer experience by tailoring responses to individual needs.
  • Handled customer queries focused on first-call resolution.
  • Managed and escalated complaints effectively, resulting in positive customer outcomes.
  • Built positive customer rapport through friendly, professional communication.
  • Planned and delivered customer service training, boosting satisfaction levels.
  • Successfully delivered on tasks within tight deadlines.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Used Microsoft Word and other software tools to create documents and clear communications.
  • Conducted research and gathered information from multiple sources to present clear results.
  • Analysed data and information to identify issues and create tailored solutions.

Front office manager

Electro Mak Skopje
SKOPJE, FYR OF MACEDONIA
05.2006 - 08.2006
  • Ensuring that the office is running effectively on a day-to-day basis. Monitor and order office supplies. organize office layout, create and maintain office budget, arranging travel, meetings and appointments.
  • Facilitated accurate performance assessment, hosting strategy meetings to review key metrics.
  • Ensured smooth and efficient running of shift, delivering daily shift briefings to advise team of special events or VIP guests.
  • Encouraged mutual trust, respect and cooperation among team members.
  • Resolved team conflicts and assisted with identified problems to maintain sense of teamwork.
  • Completed weekly front office rota to guarantee optimal cover for operations.
  • Oversaw recruitment for clerical staff, accounting and operations teams.
  • Updated office management on team's activities and progress at weekly meetings.
  • Performed inspection of public areas and recommended improvements to appropriate departments.
  • Generated reports and feedback for presentation to general manager.
  • Input current metrics into tracking documents and spreadsheets and prepared reports.
  • Directed team in producing diverse work with word processing and desktop publishing applications.
  • Handled inventory control for front office and stationery supplies, reordering low stock items.
  • Assessed VIP reservations, amenity orders and resumes for incoming house guests.
  • Reviewed front office log books and guest feedback forms to identify areas needing improvement.
  • Communicated policy changes and business priorities to streamline office team tasks.
  • Prevented overspending by constantly monitoring budgets and payroll records.
  • Set office policies and procedures to keep team members coordinated.
  • Maintained high standards of accuracy and quality in data entry and recordkeeping.
  • Scheduled staff and delegated assignments to adequately cover operational and project requirements.
  • Designed strategic schedules, rotas and workloads to promote productivity.
  • Instructed employees in company policies and procedures, maximising compliance and consistency.
  • Consistently arrived at work on time and ready to start immediately.
  • Designed digital and print materials to engage audiences.
  • Analysed data and information to identify issues and create tailored solutions.
  • Delivered high-quality results within budget and timeframe targets.
  • Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
  • Kept appropriate stock levels to match expected demand.
  • Wrote reports outlining project progress and results.

Home tutor

selfemployed
Skopje, FYR Macedonia
05.2005 - 05.2006
  • Helped students to build study guides and habits to increase confidence, comprehension and data recall.
  • Used illustrative activities to help students explore concepts.
  • Sourced texts and relevant materials to adequately prepare for lessons and increase knowledge of academic study needs.
  • Provided constructive feedback for each tutoring session to evaluate student performance and determine future needs.
  • Set clear targets and delivered feedback to achieve student goals.
  • Tracked student progress through regular assessments, promptly addressing knowledge and skills gaps.
  • Built strong and trusting rapport with students, caregivers and school faculty to drive awareness of services and encourage referrals.
  • Helped students to achieve high grades and support university admission.
  • Updated students and parents on progress, providing feedback to drive improvement.
  • Offered counselling to help students deal with academic, personal, or behavioural issues.
  • Personalised instruction and personal mentoring based on individual strengths and abilities.
  • Adapted teaching styles to SEND student needs, including ADHD and Autism Spectrum Disorder.
  • Designed learning plans tailored to individual needs.
  • Advised, criticised and encouraged students to develop abilities.
  • Developed plans and strategies to promote continuous improvement.
  • Assessed knowledge and skills gaps and adapted lesson content accordingly.
  • Evaluated students using standardised criteria to determine abilities and learning needs.
  • Aided students in experimenting and discovering best-suited learning methods to foster academic achievements.
  • Maximised student retention by providing stimulating learning experiences tailored to individual needs.
  • Delivered quizzes and activities to track student comprehension.

Front office manager

Fero Spectar Skopje
SKOPJE, FYR OF MACEDONIA
03.2004 - 05.2005
  • Ensuring that the office is running effectively on a day-to-day basis. Monitor and order office supplies. organize office layout, create and maintain office budget, arranging travel, meetings and appointments.
  • Facilitated accurate performance assessment, hosting strategy meetings to review key metrics.
  • Ensured smooth and efficient running of shift, delivering daily shift briefings to advise team of special events or VIP guests.
  • Encouraged mutual trust, respect and cooperation among team members.
  • Resolved team conflicts and assisted with identified problems to maintain sense of teamwork.
  • Completed weekly front office rota to guarantee optimal cover for operations.
  • Oversaw recruitment for clerical staff, accounting and operations teams.
  • Updated office management on team's activities and progress at weekly meetings.
  • Performed inspection of public areas and recommended improvements to appropriate departments.
  • Generated reports and feedback for presentation to general manager.
  • Input current metrics into tracking documents and spreadsheets and prepared reports.
  • Directed team in producing diverse work with word processing and desktop publishing applications.
  • Handled inventory control for front office and stationery supplies, reordering low stock items.
  • Assessed VIP reservations, amenity orders and resumes for incoming house guests.
  • Reviewed front office log books and guest feedback forms to identify areas needing improvement.
  • Communicated policy changes and business priorities to streamline office team tasks.
  • Prevented overspending by constantly monitoring budgets and payroll records.
  • Set office policies and procedures to keep team members coordinated.
  • Maintained high standards of accuracy and quality in data entry and recordkeeping.
  • Scheduled staff and delegated assignments to adequately cover operational and project requirements.
  • Designed strategic schedules, rotas and workloads to promote productivity.
  • Instructed employees in company policies and procedures, maximising compliance and consistency.
  • Consistently arrived at work on time and ready to start immediately.
  • Designed digital and print materials to engage audiences.
  • Analysed data and information to identify issues and create tailored solutions.
  • Delivered high-quality results within budget and timeframe targets.
  • Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
  • Kept appropriate stock levels to match expected demand.
  • Wrote reports outlining project progress and results.

Education

Higher education at Philological Faculty - Philological Faculty, group Macedonian language and South Slavic languages and literature

University 'St. Kiril and Metodij' Skopje
Skopje, FYR Macedonia
09.1996 - 05.2005

Technician of Economy - Economics and Bureau techniques

High School of Economics 'Arseni Jovkov' Skopje
Skopje, Macedonia
09.1992 - 06.1996

Level 2 Certificate - Understanding Children and Young People's Mental Health

Moulton College United Kingdom
online
01.2024 -

Skills

  • Quality Control
  • Warehouse Management System
  • Inventory organisation
  • Fast-paced picking and packing
  • Labelling and boxing
  • Order picking and processing
  • Product scanning
  • Manual handling
  • Shipping and receiving
  • Stock management
  • Damage control
  • Self-motivated
  • Warehouse environment safety
  • Problem-solving
  • Social media marketing
  • Communication skills
  • Knowledge of JPA
  • Team building
  • Customer-focused

Affiliations

  • Make up and nail tech master

Certification

  • Safeguarding in Education - Level 1 Prospero Learning CPD accredited training course Date of certification 20/02/2024
  • Prevent awareness course Gov.uk Issued on: 23 February 2024 Reference Number: 3UDF-9A4H-437C
  • Recognising and Preventing FGM (female genital mutilation) Virtual College by Netex Date 1 March 2024

Languages

English
Proficient (C2)
Bulgarian
Fluent
Serbian
Fluent
Croatian
Fluent
Macedonian
Native

Timeline

Level 2 Certificate - Understanding Children and Young People's Mental Health

Moulton College United Kingdom
01.2024 -

Warehouse Operative

DHL
04.2015 - Current

Packer and warehouse operative

European Oat Miller
04.2014 - 04.2015

Call centre agent

Swiss Net call centre
02.2008 - 08.2012

Front office manager

Electro Mak Skopje
05.2006 - 08.2006

Home tutor

selfemployed
05.2005 - 05.2006

Front office manager

Fero Spectar Skopje
03.2004 - 05.2005

Higher education at Philological Faculty - Philological Faculty, group Macedonian language and South Slavic languages and literature

University 'St. Kiril and Metodij' Skopje
09.1996 - 05.2005

Technician of Economy - Economics and Bureau techniques

High School of Economics 'Arseni Jovkov' Skopje
09.1992 - 06.1996

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Elena Todorovska