Nicoleta Pavel
Northampton
Summary
Motivated and results-driven professional with strong experience in customer service and team leadership. Proven ability to exceed targets, resolve client concerns efficiently, and deliver exceptional service. Skilled in fast-paced environments requiring adaptability, strong communication, and attention to detail.
Overview
7
7
years of professional experience
2
2
Certifications
Work History
Customer Service Controller
Auto Rescue Logistics
08.2025 - Current
- Successfully managed a high volume of inbound and outbound calls daily, confidently engaging with a wide range of people – from businesses and insurers to members of the motoring public requesting recovery.
- Consistently delivered accurate and timely information to insurers, recovery partners, and customers, reducing delays and improving case resolution times.
- Coordinated vehicle recoveries and roadside assistance quickly and efficiently, ensuring customers received prompt support during stressful situations.
- Proactively managed ongoing recovery cases, resolving issues before escalation and maintaining a smooth customer journey.
- Accurately processed inbound insurance claim calls, ensuring compliance and high-quality data entry to support claim handling.
- Built and maintained positive customer relationships, contributing to increased customer satisfaction and loyalty.
- Demonstrated strong multi-tasking skills, handling multiple cases simultaneously while remaining detail-oriented and methodical.
- Collaborated effectively with team members and external stakeholders, achieving service level agreements and performance targets.
- Leveraged Microsoft Office and internal systems to record, track, and manage case progress, improving workflow efficiency.
- Adapted quickly to hybrid working, maintaining productivity and effective communication both remotely and in the office.
First Line Manager
GXO Logistics
02.2025 - 07.2025
- Conducted performance and development meetings, ensuring team success.
- Managed workflow, delegated tasks, and optimized operational performance.
- Developed and implemented strategies to meet and exceed department targets.
- Ensured compliance with Health and Safety regulations, creating a safe and productive work environment.
- Led problem-solving initiatives by identifying inefficiencies and implementing process improvements.
- Analyzed workforce trends to anticipate potential staffing needs accurately proactively addressing concerns before they arose.
- Streamlined inventory management for improved accuracy and reduced waste.
- Established clear objectives for the team, aligning goals with company-wide initiatives for greater impact on business success.
Section Manager
ILG, Northampton
10.2024 - 02.2025
- Led a team to optimise productivity and achieve performance targets.
- Managed staffing, resources and operational activities to enhance service levels.
- Conducted performance evaluations, training, and coaching to improve team efficiency.
- Delivered exceptional service by resolving customer queries, and ensuring satisfaction.
- Maintained KPIs, and improved workflow efficiency.
First Line Manager
GXO Logistics
06.2023 - 09.2024
- Conducted investigations, absence meetings, welfare meetings, return-to-work discussions, absence notifications, interviews, probation reviews, and performance improvement plan meetings.
- Evaluated team members' performance to ensure continuous development and achievement of company standards.
- Provided effective leadership to foster and maintain positive working relationships.
- Promoted effective Health & Safety practices, ensuring compliance with Safe Systems of Work.
- Managed workflow and team organization, ensuring performance, attendance, quality, and conduct standards were met.
Team Leader
Clipper Logistics
05.2020 - 06.2023
- Maintained productivity and performance levels in accordance with company standards.
- Assisted management in directing staff to ensure efficient completion of daily workloads.
- Worked closely with the QC team and trainers, ensuring that the team adhered to customer-set standards.
- Managed the returns department and escalated any issues to the customer as needed.
- Ensured compliance with Health and Safety procedures, maintaining a safe working environment.
Administrator
Clipper Logistics
10.2018 - 04.2020
- Provided administrative support and assisted customers via phone and email, ensuring prompt issue resolution.
- Optimized operational workflows, improving efficiency and reducing response times.
- Maintained accurate records and managed stock reports, ensuring seamless supply chain operations.
- Developed strong customer service skills by professionally handling supplier and client inquiries.
- Coordinated with multiple departments to enhance communication and streamline processes.
- Recognized for exceptional attention to detail, minimizing reporting errors and improving documentation accuracy.
Education
Equivalent To UK A-Levels With A Focus On Economic - High School Diploma – Economic Studies
Al Vlahuta
04.2001 -
Skills
Customer Service and Client Relations
Attention to detail
Teamwork
Leadership
Creativity
Adaptability
Communication
Sales and Target Achievement
Organisational and time management skills
Process improvement and problem-solving
Client-facing communication
Time-sensitive decision making
Conflict resolution
Strategic planning
Staff management
Data tracking
Certification
Certificate in Principles of Customer Service, Northampton College (Level 2)
Accomplishments
- Improved Efficiency & Performance – Implemented process improvements that increased team productivity and reduced errors.
- Trained & Mentored Team Members – Helped develop employees, leading to improved performance and internal promotions.
- Enhanced Customer Service – Resolved operational challenges that resulted in better customer satisfaction and fewer complaints.
Timeline
Customer Service Controller
Auto Rescue Logistics
08.2025 - Current
First Line Manager
GXO Logistics
02.2025 - 07.2025
Section Manager
ILG, Northampton
10.2024 - 02.2025
First Line Manager
GXO Logistics
06.2023 - 09.2024
Team Leader
Clipper Logistics
05.2020 - 06.2023
Administrator
Clipper Logistics
10.2018 - 04.2020
Equivalent To UK A-Levels With A Focus On Economic - High School Diploma – Economic Studies
Al Vlahuta
04.2001 -