Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Antonia Sandru

Piacenza

Summary

Dynamic Senior Customer Service Agent bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.

Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.

Overview

7
7
years of professional experience

Work History

Senior Customer Service Agent /Import and Export Coordinator

DSV Road Srl. Automotive
09.2023 - Current
  • Resolved customer inquiries and issues, ensuring high satisfaction levels through effective communication.
  • Collaborated with logistics teams to streamline order processing and improve turnaround times.
  • Trained new agents on customer service protocols and best practices for enhanced team performance.
  • Analyzed customer feedback to identify trends, driving improvements in service delivery processes.
  • Managed escalated complaints, employing conflict resolution techniques to achieve favorable outcomes.
  • Delivered exceptional support by accurately tracking customer requests and providing timely updates on resolution progress.
  • Mentored junior agents to develop their skills and elevate the team''s overall performance.
  • Reduced customer complaints by promptly identifying problems and implementing effective solutions.
  • Enhanced customer satisfaction by efficiently resolving complex issues and addressing concerns.
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Sought ways to improve processes and services provided.
  • Increased on-time deliveries through close monitoring of shipment progress and proactive issue resolution.

Various / Logistics Warehouse Coordinator

CFP Srl.
03.2021 - 09.2023
  • Coordinated inventory management processes to enhance accuracy and efficiency in stock handling.
  • Oversaw shipping and receiving operations, optimizing workflow for timely delivery of goods.
  • Collaborated with cross-functional teams to align warehouse operations with organizational goals and objectives.
  • Helped keep inventory accurate by overseeing daily cycle counts.
  • Performed data entry to maintain accurate records of inventory levels and shipping and receiving logs for management reports.
  • Coordinated receiving process and managed dock to efficiently unload trucks.
  • Verified accuracy of shipping and receiving documents and maintained records.
  • Managed the receipt, storage, and dispatch of goods to ensure timely delivery to customers.
  • Coordinated with suppliers on inventory orders to address issues quickly and avoid delays in delivering to consumers.
  • Built truck loading lists for drivers and facilitated loading processes between transportation and warehouse personnel.

Bar Supervisor

Bibione S.p.A
05.2018 - 03.2021
  • Supervised daily bar operations, ensuring high service quality and customer satisfaction.
  • Trained and mentored staff on beverage preparation and customer engagement techniques.
  • Implemented inventory management practices to optimize stock levels and reduce waste.
  • Developed and maintained standard operating procedures for bar service efficiency.
  • Coordinated staff schedules to ensure adequate coverage during peak service hours.
  • Resolved customer complaints swiftly, improving overall guest experience and loyalty.
  • Managed nightly closing duties including reconciling cash registers and preparing deposits while maintaining strict security measures.
  • Closed out cash register and prepared cashier report at close of business.
  • Enhanced customer satisfaction by implementing efficient bar operations and service standards.
  • Completed bar opening and closing procedures.
  • Maintained a clean and organized bar environment to enhance customer experience and streamline service delivery.
  • Managed bar inventory, restocked supplies and placed orders for spirits, beer, wines, and mixers.
  • Resolved customer complaints professionally and efficiently to maintain a positive reputation for the establishment.
  • Handled cash accurately and prepared nightly deposits.

Retail Sales Worker

HUGO BOSS Fashions
08.2019 - 12.2019
  • Delivered exceptional customer service, enhancing overall shopping experience and fostering customer loyalty.
  • Resolved customer complaints effectively, maintaining brand reputation and improving satisfaction ratings.
  • Achieved sales targets through effective communication and persuasive selling techniques.
  • Managed cash register transactions accurately, maintaining accountability for all financial activities during shifts worked.
  • Developed strong relationships with customers, resulting in repeat business and increased loyalty.
  • Handled customer inquiries and complaints professionally, resolving issues promptly to maintain satisfaction levels.
  • Increased customer satisfaction by providing exceptional service and product knowledge.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Greeted customers and provided outstanding customer service.
  • Listened to customer needs and desires to identify and recommend optimal products.
  • Engaged in friendly conversation with customer to better uncover individual needs.
  • Stocked merchandise, clearly labeling items, and arranging according to size or color.

Education

Foreign Languages And Literature, General

Transilvania University
Brasov, Romania
05-2015

High School Diploma -

Liceul Pedagogic "Spiru Haret" Focsani Official
Brasov, Romania
05-2011

Skills

  • Complaint handling
  • Staff training
  • Customer retention
  • Call center operations
  • Process improvement
  • Complaint resolution
  • Call center experience
  • Customer support
  • Quality assurance
  • Escalation management
  • Floor supervision
  • Teamwork
  • Problem-solving skills
  • Attention to detail
  • Problem-solving abilities
  • Multitasking
  • Excellent communication
  • Calm and professional under pressure
  • Customer service excellence
  • Understanding customer needs
  • Team collaboration
  • Decision-making
  • Problem resolution
  • Self motivation
  • Stress tolerance
  • Task prioritization
  • MS office

Languages

Romanian
Bilingual or Proficient (C2)
English
Advanced (C1)
Spanish
Upper intermediate (B2)
Italian
Bilingual or Proficient (C2)

Timeline

Senior Customer Service Agent /Import and Export Coordinator

DSV Road Srl. Automotive
09.2023 - Current

Various / Logistics Warehouse Coordinator

CFP Srl.
03.2021 - 09.2023

Retail Sales Worker

HUGO BOSS Fashions
08.2019 - 12.2019

Bar Supervisor

Bibione S.p.A
05.2018 - 03.2021

Foreign Languages And Literature, General

Transilvania University

High School Diploma -

Liceul Pedagogic "Spiru Haret" Focsani Official

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Antonia Sandru