MADALINA-ANDREEA PAUN
Crawley
Summary
A highly organised professional with expertise in Microsoft Office Suite and customer relationship management systems, demonstrating advanced typing speed and virtual communication skills. Known for discretion and confidentiality, attention to detail, and professional correspondence. Adept at navigating customer service platforms, providing excellent service through empathetic follow-up calls, and maintaining comprehensive record-keeping. Skilled in recruitment oversight, interpersonal communication, product knowledge, and public speaking. Committed to enhancing customer experiences while pursuing opportunities for growth in customer service management.
Overview
3
3
years of professional experience
1
1
year of post-secondary education
Work history
Admin
RichReach Education
Crawley, West Sussex
03.2024 - 04.2025
- Completed administrative tasks promptly, maintaining up-to-date records on student attendance and academic performance.
- Supported students to complete university applications by proofreading and suggesting edits.
- Supported new students' orientation programme, eased transition into university life.
- Enhanced student recruitment by coordinating open days and campus tours.
- Alleviated workload of recruitment team by efficiently handling administrative tasks.
- Participated actively in recruitment events for new prospective students.
- Guided students in creating portfolio pieces, aiding their university applications.
- Maintained accurate records of student attendance and performance for administrative purposes.
- Performed administrative duties diligently such as maintaining accurate student records and preparing reports as needed.
- Assisted in paperwork and administrative tasks related to recruitment and hiring.
- Assured adherence to university policies whilst interacting with potential students.
- Streamlined administrative processes, improved efficiency in student record management.
- Increased student understanding by conducting informative sessions on university policies and processes.
- Engaged with potential students during open days to drive interest in university programmes.
- Calling new students and helping them with the documents for University process
- Prepare students for academic interviews
- Helping students with Student Finance applications
Customer service executive
The People's Parthnership
Crawley, West Sussex
09.2023 - 02.2024
- Developed strong product knowledge, customers appreciated the extra information.
- Assisted in training new staff to ensure consistency in service delivery.
- Handled high volume calls whilst maintaining professionalism and composure.
- Delivered exceptional service to increase customer loyalty.
- Conducted customer surveys to gather feedback on service experience improvement.
- Ensured minimal wait times by prioritising tasks effectively during peak hours.
- Kept up-to-date with company policies, ensuring correct information was given at all times.
- Coordinated with other departments for efficient problem resolution.
- Recorded customer interactions, providing valuable data for management review.
- Maintained a clean and organised workspace, contributing to an effective work environment.
- Managed difficult situations for positive outcomes.
- Assessed customer needs accurately, making relevant recommendations that fit their specific requirements.
- Utilised CRM software proficiently, streamlining the complaint handling process.
- Provided professional and helpful support to new and existing clients.
- Warmly greeted customers with positive telephone etiquette, asking well-rounded questions to identify issues.
- Explained benefits and advantages of different product and service offerings to customers.
- Handled live chat queries within strict timeframe targets.
- Followed up customer queries to check provided solutions met expectations.
- Advised clients of products and services and sold additional offerings to increase sales numbers.
- Logged customer communications for complete service records.
- Reduced customer wait times by adhering to call target timeframes.
- Fielded incoming calls and messages from clients, addressing complaints to contact centre policies.
- Coordinated dispatching for field team completing installation, maintenance and repair work.
- Used in-depth product understanding to answer customer questions knowledgeably.
- Operated switchboard systems successfully to manage high call volumes.
Housekeeping supervisor
Hilton
Crawley, West Sussex
05.2022 - 09.2023
- Updated room status on the hotel software after every cleaning session accurately reducing room turnaround time.
- Enhanced team productivity with effective scheduling and task assignment.
- Trained staff, improving service quality and consistency.
- Assisted housekeepers in their duties, enhancing efficiency and effectiveness of work done.
- Fostered a positive working environment by promoting teamwork amongst housekeeping staff.
- Delivered exceptional guest experience through maintaining clean, safe, and comfortable hotel rooms.
- Resolved guest complaints swiftly to maintain good customer relations and reputation.
- Supervised daily housekeeping operations, ensuring optimal performance of staff members.
- Demonstrated excellent attention to detail in all tasks, ensuring the highest standards were met at all times.
Education
Foundation Degree in Arts - Business Management
Canterbury Christ Church University
Canterbury 09.2022 - 06.2023
Skills
- Microsoft office suite proficiency
- Customer relationship management systems
- Advanced typing speed
- Virtual communication
- Discretion and confidentiality
- Attention to Detail
- Professional correspondence
- Highly organised
- Customer service platform navigation
- Excellent customer service
- Customer service follow-up calls
- Empathetic customer service
- Recruitment oversight
- Record-keeping
- Interpersonal communication
- Product knowledge
- Public speaking
Affiliations
- Reading
- Gym
- Photograph
Languages
English
Fluent
Spanish
Fluent
Romanian
Native
Turkish
Intermediate
Timeline
Admin
RichReach Education
03.2024 - 04.2025
Customer service executive
The People's Parthnership
09.2023 - 02.2024
Foundation Degree in Arts - Business Management
Canterbury Christ Church University
09.2022 - 06.2023
Housekeeping supervisor
Hilton
05.2022 - 09.2023
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