PAULA MADALINA CATANA
ABERKENFIG,Bridgend
Summary
A dedicated team player with a client-focused approach, demonstrating outstanding customer service and proactive follow-up behaviour. Possesses strong problem-solving skills and is detail-oriented, ensuring quality in all tasks. Proficient in data organisation and entry, with a comprehensive understanding of GDPR and SLAs. Skilled in Microsoft Office Package, email administration, and efficient telephonic etiquette, showcasing professional maturity and time-management prowess. Career goals include leveraging these competencies to enhance operational efficiency and customer satisfaction within a dynamic organisation.
Overview
11
11
years of professional experience
Work history
Customer service administrator
BU-UK INFRASTRUCTURE
Cardiff
03.2025 - Current
- Managed challenging situations with tact and diplomacy, maintaining positive relations.
- Streamlined administrative processes to enhance productivity.
- Offered constructive feedback during team meetings for improved operations.
- Facilitated smooth communication channels between management and clients.
- Improved customer satisfaction by promptly responding to enquiries.
- Resolved complex issues for enhanced customer experience.
- Assisted in the creation of training materials for new staff members.
- Documented all customer interactions for reference and analysis.
- Maintained customer database, ensuring accuracy and confidentiality.
- Balanced multiple tasks simultaneously – ensuring completion within set time frames.
Customer service representative
BU-UK INFRASTRUCTURE
Cardiff
03.2024 - 03.2025
- Offered technical support, leading to enhanced user experience.
- Facilitated customer loyalty programmes to enhance customer retention.
- Participated in team meetings sharing best practices for improving service delivery.
- Performed administrative duties contributing towards smooth store operations.
- Performed data entry tasks to keep records up-to-date and organised.
- Resolved conflicts in a respectful manner, promoting a positive image of the company.
- Managed high volume of inbound calls, ensuring swift response times.
- Improved team productivity through effective collaboration and teamwork.
- Documented all phone interactions for record keeping and quality control purposes.
Quality control technician
M.A. RAPPORT & CO LTD
Cardiff
08.2020 - 03.2024
- Evaluated sample data using precise measurement tools.
- Ensured compliance with hygiene standards, reducing potential health risks.
- Increased productivity with efficient workflow management.
- Streamlined testing procedures for improved efficiency.
- Conducted routine checks to reduce product defects.
- Identified and rectified issues, preventing costly errors.
- Kept equipment in optimal condition, ensuring consistency in results.
- Maintained product quality by conducting regular inspections.
- Improved accuracy with meticulous record-keeping.
- Investigated quality issues to identify root causes and raise appropriate corrective action.
- Provided technical support to production teams, guiding processes to maintain quality adherence.
Assistant Quality/Customer Service Manager
Transylvanian Delights
Cardiff
10.2019 - 03.2020
- Oversee daily operations of the store, including inventory, goods-in quantity and quality checks, cash handling, assisting customers with enquiries.
- Inspect goods-in products to ensure product integrity and that the product meets contracted requirements.
- Address customer issues to ensure quick and successful resolution.
- Improve operational efficiency, develop organisation systems for internal reports, schedules, inventory control and merchandising.
- Provide comprehensive administrative and clerical support, including organising files and consumables, creating spreadsheets and documents.
- Improve traceability of fixed inventory; develop systems for records, reports and agendas.
- Keep accurate records of consumables and maintain minimum stock level.
- Report faults and delays using direct reporting.
- Assist with product inspection prior to despatch and report any issues to product manager.
- Supervise packaging in line with customer requirements.
Technical Support Technician
CGS
Brasov
10.2015 - 07.2019
- Assist online customers via live chat, web conference and phone to resolve issues related to E-mail, computer use and access.
- Repair products returned by customer following company standard operation procedures, technical requirements and diagrams.
- Run through testing scripts to find the root cause of the problem and report using company spreadsheets.
- Assist with packaging of product after repairs.
- Deliver an exceptional level of service to each customer by listening to concerns and answering questions.
Cashier
Auchan
Brasov
05.2015 - 08.2015
- Operate cash register for cash, check and credit card transactions with accuracy.
- Answer questions about store policies and concerns to support positive customer experiences.
- Check bills with counterfeit pens and examine coins to spot and refuse inaccurate currency.
- Minimis long register queues by completing sales transactions quickly.
- Ensure immaculately tidy working areas throughout shifts for optimised cleanliness standards.
- Process all transactions efficiently and timely.
- Operate cash register with proficiency during high-volume shopping times.
Education
Economic Engineering - Engineering
Transilvania University Brasov
BrasovA-Levels - Economy
Technical College Campina
CampinaSkills
- Scheduling
- Outstanding customer service
- Quality oriented
- Data organisation
- Dedicated team player
- Strong problem solver
- Microsoft Office Package
- Knowledge of GDPR
- Understanding of SLAs
- Email administration
- Proactive follow-up behaviour
- Time-Management prowess
- Client-Focused approach
Languages
Romanian
Native
English
Fluent
Spanish
Beginner
Affiliations
- reading
- baking
- travelling
Timeline
Customer service administrator
BU-UK INFRASTRUCTURE
03.2025 - Current
Customer service representative
BU-UK INFRASTRUCTURE
03.2024 - 03.2025
Quality control technician
M.A. RAPPORT & CO LTD
08.2020 - 03.2024
Assistant Quality/Customer Service Manager
Transylvanian Delights
10.2019 - 03.2020
Technical Support Technician
CGS
10.2015 - 07.2019
Cashier
Auchan
05.2015 - 08.2015
Economic Engineering - Engineering
Transilvania University Brasov
A-Levels - Economy
Technical College Campina