Gabriela Nistor
Horsham,United Kingdom
Summary
Experienced customer-focused professional with a strong track record in building relationships and delivering impactful solutions. Proactive problem-solver with leadership and coaching skills, adept at thriving in fast-paced environments. Committed to clear communication, transparency, and maintaining high-quality service standards.
Overview
13
13
years of professional experience
9
9
years of post-secondary education
Work history
Service Manager
Blueleaf
Crawley, West Sussex
2020.08 - 2026.01
- Oversaw installation, maintenance, and warranty queries for equipment provided by Blueleaf.
- Managed resources effectively to ensure timely and cost-efficient project completion.
- Led employed and third-party engineers to maintain high service levels and work quality.
- Tracked daily KPIs while providing regular financial and performance reports.
- Delivered strong leadership through performance management, health and safety oversight, and task quality reviews.
- Onboarded third-party suppliers and contractors to meet service KPIs consistently.
- Organised customer installations for both individual projects and large-scale rollouts.
- Developed operational processes to enhance performance, increase customer satisfaction, and boost profitability.
Customer Service Manager
Blueleaf
Southwater/Crawley, West Sussex
2020.02 - 2024.08
- Managed customer service team, ensuring alignment with company values and activities.
- Analysed individual performance metrics through feedback and 1-2-1 meetings to drive improvement.
- Developed and coached team members to deliver exceptional customer service.
- Coordinated leave and bank holiday planning to maintain consistent service delivery.
- Facilitated communication between team and departments, enhancing overall customer experience.
- Prioritised and managed workload to meet customer expectations and uphold satisfaction standards.
- Served as escalation point for complex queries, supporting team members in resolution efforts.
- Oversaw servicing department integration into customer service team, assisting administrators during transition.
Customer Service Agent
Blueleaf
Southwater, West Sussex
2018.06 - 2020.02
- Processed sales orders, quotes, and related inquiries via telephone and email.
- Ensured competitive pricing of all quotes with professional follow-up.
- Maintained updated CRM records, documenting customer feedback.
- Assisted customers with product and delivery queries, coordinating with relevant departments.
- Resolved customer complaints or escalated issues to appropriate departments.
- Facilitated positive customer experiences through effective communication.
- Generated weekly reports based on customer survey data.
- Investigated delivery queries and produced detailed weekly reports.
Data entry – Temporary
Reed Global
Crawley
2018.05 - 2018.06
- Temporary position for RJW Consulting in updating existing CRM data according to new GDPR terms and condition
Receptionist / Front of House Agent
Hilton London Gatwick Hotel
South Terminal
2017.07 - 2018.04
- Achieved positive outcomes from guest queries promptly and efficiently.
- Delivered exceptional reception experience, facilitating seamless check-in and check-out.
- Maintained effective communication with Front Office Manager and Reception Supervisors regarding guest feedback and departmental updates.
- Demonstrated exemplary customer service consistently.
- Maximised room occupancy through up-selling techniques to promote hotel services and facilities.
Receptionist
Travelodge Hotel
Horsham
2016.05 - 2017.06
- Delivered exceptional customer service by welcoming hotel guests and addressing inquiries.
- Managed guest requests to ensure comfortable and enjoyable stays.
- Handled customer complaints effectively and courteously while working independently.
- Maintained reception area tidy and presentable to enhance guest experience.
- Ensured office security by following safety procedures and monitoring access through reception desk.
Team Member
Kokoro Sushi & Bento
Horsham
2016.02 - 2016.07
- Maintaining high standards of customer service during busy times
- Handling payment operations quickly and accurately
- Following procedures for safe food preparation, assembly, and presentation with a good knowledge of food safety, sanitation and health regulations
- Assisting management with inventory control and stock ordering
Travel Consultant
Optimal Travel Agency
Baia Mare, Romania
2013.04 - 2014.11
- Liaised with clients in person, via phone, and email to determine travel requirements.
- Advised on options for domestic and international destinations, tours, and accommodations.
- Managed bookings through various systems to ensure accuracy and efficiency.
- Provided ongoing support during holidays, updating clients on changes and offers.
- Researched destinations and monitored industry news to offer informed recommendations.
- Handled complaints professionally and courteously to maintain client satisfaction.
Education
Master degree - Tourism planning and development
Babes-Bolyai University
Cluj Napoca, Romania 2010.01 - 2012.01
Bachelor's Degree - Geography and tourism
Babes-Bolyai University
Cluj Napoca, Romania 2007.01 - 2010.01
GCSE/High School Diploma - Modern languages
“Vasile Lucaciu” College/High School
Baia Mare, Romania 2003.01 - 2007.01
Skills
- Effective communicator with strong interpersonal skills for all levels and backgrounds
- Ability to handle stressful situations and work in fast paced environments
- Positive team player
- Proactive problem-solver
- Leadership & coaching skills
- Creative, with ability to think logically
- Excellent organisational skills and attention to detail
- Microsoft Office Suite, Hotel specific programs (ONQ, Opera express), CRM programmes (OGL, Orderwise, NetSuite)
Languages
English – proficiency user
Italian – independent user
Romanian – native user
Interests and Hobbies
travel, reading, swimming, cooking
References
References available upon request.
Additional information
Full UK driving licence from 2010
Timeline
Service Manager
Blueleaf
2020.08 - 2026.01
Customer Service Manager
Blueleaf
2020.02 - 2024.08
Customer Service Agent
Blueleaf
2018.06 - 2020.02
Data entry – Temporary
Reed Global
2018.05 - 2018.06
Receptionist / Front of House Agent
Hilton London Gatwick Hotel
2017.07 - 2018.04
Receptionist
Travelodge Hotel
2016.05 - 2017.06
Team Member
Kokoro Sushi & Bento
2016.02 - 2016.07
Travel Consultant
Optimal Travel Agency
2013.04 - 2014.11
Master degree - Tourism planning and development
Babes-Bolyai University
2010.01 - 2012.01
Bachelor's Degree - Geography and tourism
Babes-Bolyai University
2007.01 - 2010.01
GCSE/High School Diploma - Modern languages
“Vasile Lucaciu” College/High School
2003.01 - 2007.01