Manuela Ciornei
Clackmanna,CLK
Summary
Dynamic and detail-oriented professional with a strong foundation in inventory control, invoice processing, and opening/closing procedures. Demonstrates exceptional customer service and effective problem-solving skills, ensuring accurate results under pressure. Proficient in Microsoft Office, with a proven ability to build and maintain rapport while maintaining confidentiality. Adept at conflict resolution and complaint analysis, utilising innovative thinking to drive root cause analysis and implement escalation procedures. Committed to leveraging strong organisational and analytical skills to achieve deadline-oriented goals within a collaborative team environment.
Overview
15
15
years of professional experience
19
19
years of post-secondary education
Work History
Complaints manager
Diligenta
12.2020 - Current
- Consistently met targets and expectations
- Upheld high standards of customer service whilst dealing with challenging situations and individuals.
- Liaised with different departments for effective resolution of customer issues.
- Escalated serious cases to higher management for immediate action.
- Investigated all aspects of complaints received thoroughly, leading to fair resolutions that were satisfactory for both parties involved.
- Adhered strictly to regulatory guidelines during all stages of complaint processing.
- Identified root causes of complaints through effective questioning.
- Investigated reported issues, liaising with staff at multiple levels to obtain relevant information.
- Adhered strictly to policies and procedures for continued company compliance.
Customer service representative
Diligenta
01.2020 - 12.2020
- Assisted customers to understand complex information using simple language.
- Showed resilience under pressure, handling challenging situations with composure.
- Facilitated smooth communication between customers and technical teams for quick troubleshooting.
- Ensured accurate record keeping through diligent note-taking during calls.
- Offered empathetic listening ear to distressed callers, providing reassurances where necessary.
Store manager
Domino's Pizza
02.2017 - 12.2019
- Maintained an organised stock room for easy accessibility of goods.
- Handled cash transactions accurately, minimising financial discrepancies at the till.
- Upheld health and safety regulations within the premises to ensure a safe shopping environment.
- Implemented promotional displays to increase product visibility and sales.
- Resolved customer complaints effectively, protecting the store's image and consumer relationships.
- Monitored inventory levels consistently to avoid stock shortages or overages.
- Conducted performance appraisals for staff members, providing constructive feedback and identifying areas for improvement.
Assistant Manager
Domino’s
01.2014 - 01.2017
- Working in a fast-paced, dynamic environment, contributing to store operations while maintaining quality and service standards
- Handling customers and complaints politely and diplomatically
- Leading and mentoring new team members, working with diverse groups
- Managed cash registers accurately reducing discrepancies at end of day reconciliation.
- Provided excellent customer service leading to repeat business and customer loyalty.
- Promoting store efficiency to meet company service standards
Childminder
Catherine Gair
01.2011 - 01.2013
- Caring for two young boys and a 9-year-old girl
- Tasks vary with the family's schedule, including preparing light meals, light housework, and transporting them to/from school and activities
Housekeeper
Fraser B&B
01.2011 - 01.2012
- Assisting Mary Fraser, the busy owner, with daily room tidying responsibilities
AU-PAIR
Michael Aitchison
01.2010 - 01.2011
- A 1-year intercultural exchange contract involved living with Michael's family and assisting with daily activities, which improved my English proficiency
Education
HND - Software Development
Forth Valley College
01.2017 - 01.2018
HNC - Software Development
Forth Valley College
01.2016 - 01.2017
Access to Computing - Computing
Forth Valley College
08.2015 - 07.2016
Training to become an adviser - undefined
Citizen advice bureau
B.A - International Relations and European Studies, Philosophy and Political Science
University, Al.I.Cuza
01.2006 - 01.2010
Certificate of Higher Education - Textile Industry and Fashion Design
Vocational High school I.C.Stefanescu
09.2002 - 06.2006
Grades I-VIII - undefined
Primary School Alecu Russo
01.1994 - 01.2002
Skills
- Energetic work attitude
- Innovative thinking
- Building and maintaining rapport
- Accurate under pressure
- Maintaining confidentiality
- Strong organizational skills
- Complaint analysis
- Escalation procedures
- Proficient in Microsoft Office
- Effective problem solving
- Deadline-oriented
- Attention to detail
- Investigating and resolving complaints
- Root cause analysis
Custom
In my free time I volunteer at the local CAB where I have been training to become an adviser. This involves some administration work such as mail handling, scanning and filing in support of more experienced advisers. I also have to research various issues that arise in respect of clients who seek support from Citizen Advice Bureau.
Affiliations
- Enjoy solving brain games
- Spending time with Family and friends
Languages
English
Fluent
Romanian
Native
Timeline
Complaints manager
Diligenta
12.2020 - Current
Customer service representative
Diligenta
01.2020 - 12.2020
Store manager
Domino's Pizza
02.2017 - 12.2019
HND - Software Development
Forth Valley College
01.2017 - 01.2018
HNC - Software Development
Forth Valley College
01.2016 - 01.2017
Access to Computing - Computing
Forth Valley College
08.2015 - 07.2016
Assistant Manager
Domino’s
01.2014 - 01.2017
Childminder
Catherine Gair
01.2011 - 01.2013
Housekeeper
Fraser B&B
01.2011 - 01.2012
AU-PAIR
Michael Aitchison
01.2010 - 01.2011
B.A - International Relations and European Studies, Philosophy and Political Science
University, Al.I.Cuza
01.2006 - 01.2010
Certificate of Higher Education - Textile Industry and Fashion Design
Vocational High school I.C.Stefanescu
09.2002 - 06.2006
Grades I-VIII - undefined
Primary School Alecu Russo
01.1994 - 01.2002
Training to become an adviser - undefined
Citizen advice bureau
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