Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
Generic
Nicoleta Pavel

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

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 -

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Nicoleta Pavel