Hi, I’m
Saga Lorentzi Rosander
Edinburgh
Summary
Dedicated and reliable Customer Service Representative skilled in customer relationship development and sales. Strong communicator and problem solver, with a passion for enhancing knowledge. Driven to provide superior quality customer service leveraging knowledge and interpersonal skills to drive loyalty, retention and revenue.
Organised, versatile and dependable candidate successful at managing multiple priorities with a positive attitude. Adept at multitasking and willing to take on added responsibilities to support colleagues meet team goals.
Overview
6
years of professional experience
Work history
Scottish WidowsEdinburgh
Senior Customer Advisor
2023.06 - Current (3 education.years_Label)
Job overview
- Processed inbound customer calls, ranging from 15-90 minutes in length, providing service using multiple programs and sources of information simultaneously by effective multitasking.
- Assisted customers with varying questions and requests using product knowledge, service expertise and active listening.
- Maintained client safety and satisfaction using internal frameworks and structures to achieve business goals, following strict guidelines.
- Handled customer complaints, logged concerns for investigation and provided appropriate solutions using conflict resolution techniques and strong interpersonal skills to guarantee positive outcomes.
- Recorded information thoroughly about inquiries and complaints within internal databases to provide strong communication to colleagues.
- Strategised long-term business needs and drove customer feedback for process improvements.
IKEALondon
Sales Specialist
2019.09 - 2023.05 (3 education.years_Label & 8 education.months_Label)
Job overview
- Maintained strong customer rapport while managing 40+ clients per month.
- Built profitable business relationships to support sales strategies, with average conversion rate of 40%.
- Achieved bespoke interior layouts, adapting to client needs and budget through client collaboration.
- Displayed strong product knowledge, while expanding expertise with self-motivated learning.
- Developed data base to support personal growth, taken on by team as reference point for product and procedural information.
- Collaborated with other specialists and management to create cohesive team.
IKEALondon
Sales Coworker
2018.09 - 2019.09 (1 education.year_Label)
Job overview
- Demonstrated product usage and features to customers to increase sales, preparing invoices for customers with large orders or special sales types.
- Built rapport with customers to enhance in-store experience and provide outstanding customer service.
- Actively participated in creation of new IKEA Greenwich store in 2019.
YHA England and WalesLondon
Hostel Receptionist and Barista
2018.05 - 2018.09 (4 education.months_Label)
Job overview
- Greeted customers warmly, aiming to provide positive, smooth check-in experiences for hostel’s 150+ daily guests.
- Managed guest bookings and enquiries accurately and efficiently for continued customer satisfaction, helped resolve enquiries from guests and general public.
- Managed peak cafe hours effectively, creating and delivering drinks and food swiftly to maintain efficient service.
Skills
- Interpersonal communication skills
- Customer relationship building
- Self-motivated knowledge development
- Effective complaint resolution
- Good working knowledge of Microsoft Office Suite
- Record maintenance with GDPR compliance
- Call handling with Avaya software
- Multilingual, native Swedish speaker
Languages
Swedish
Native language
English
Master or proficient
C2
Volunteer Positions
- Volunteer Position at Nagarjuna KMC, Thornby, UK. September 2022.
Worked in the Cafe and supported the organising of on-site courses.
- Receptionist at Backpacker Plus, Oban, UK. May-October 2016
Managed guest bookings and check-ins, gave tourist guidance. Assisted with volunteer coordination.
- Receptionist at Mt. Potts Lodge, New Zealand. October 2013.
Supported general day-to-day business of guesthouse.
Hobbies & Interests
- Baking & Cooking : Eager to improve and experiment in the kitchen since childhood.
- Sustainability : Enthusiastic about repurposing and up-cycling items, finding creative use for scraps.
- Photography : Focused mostly on outdoor and travel photography, it is one of my favourite creative outlets.
- Fibre crafts : Enjoy learning new techniques for skills such as knitting and crocheting. Take great satisfaction in creating useful, unique items.
- Travel: International travel to 20+ countries to experience and learn about other cultures and traditions.
Education
Östanå GymnasiumEksjö
A-Levels
2014
Availability
See my work availability
Not available
Available
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Tuesday
Wednesday
Thursday
Friday
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morning
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Timeline
Senior Customer Advisor
Scottish Widows
2023.06 - Current (3 education.years_Label)
Sales Specialist
IKEA
2019.09 - 2023.05 (3 education.years_Label & 8 education.months_Label)
Sales Coworker
IKEA
2018.09 - 2019.09 (1 education.year_Label)
Hostel Receptionist and Barista
YHA England and Wales
2018.05 - 2018.09 (4 education.months_Label)
Östanå Gymnasium
A-Levels