Summary
Overview
Work History
Education
Skills
Custom
Affiliations
Languages
Timeline
Generic

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
Manuela Ciornei