Ana-Maria Bosoi Email & Phone Number

Sibiu, Romania

Sibiu, Romania

Northampton, England, United Kingdom

Main point of contact for customers calling with queries about delivery status or issues. Booking delivery dates via inbound/outbound/email/text communication channels, in line with schedule requirements and demand. Successfully achieve given KPIs through Inbound and Outbound calling. Respond to customer queries via text/email/phone call in line with business guidelines. Updating internal systems with delivery details and keeping the database updated to deliver a 365° transparent view for the business. Effectively manage delivery bookings and closely collaborating with CS team to ensure all zones are covered within the dedicated period. Working closely with several departments to ensure a smooth delivery by successfully organising and getting support when needed to minimise business expenditure and increase customer satisfaction. Acting as the main point of contact for Clients through the dedicated phone line. I have handled all management of the email communicating system – for both customers and suppliers – and I have successfully implemented a same-day reply method by designing templates that eased the answering system. Updating database with information received via different channels from Clients and End-Users to ensure everyone is aware of any changes and prepared to deliver the best service for the customer. Being the main point of contact between Clients or End-Users and the company in terms of claims. I have managed any complaints that were made during or after the end of the service provided. I have created an accurate tracking solution that supplied an up-to-date analysis in real time of all claims made by Clients or End Users that was easily used for business analysis purposes too. With a successful track of handling all complaints in a timely-effective manner, I always aim to keep customers happy with more than 90% of complaints being completed with a satisfactory result, whilst maintaining an excellent company reputation.

Northampton, United Kingdom

Main point of contact for customer and warehouse staff regarding e-Commerce orders or problematic items. Handling an omnichannel customer experience to improve customer satisfaction and business revenue. I have developed a strategy to use the tools and knowledge from this field and apply it within the warehouse department. Therefore, within 6 months I have organised the e-Commerce activity and reduced problematic orders from 15% to only 1.5%; also, the shipped-on time Promise result increased from 87% to 99% within the same time span. Due to the success of this strategy, I have implemented it within the whole warehouse to increase customer retention and company profits.

Northampton, England, United Kingdom

Handling stock control and making stock orders regularly displays great organisational and stock managing skills. Internal Project Leader for the e-Commerce activity of the department to ensure all orders are ready for dispatch within the allocated time. Organising daily activity within the department to cover all the tasks for the day. Delegating team members for certain tasks to maximise efficiency and productivity. Responsible for the Health and Safety of the Warehouse personnel during shifts. Deal with contractors on site and visitors. Carry out tests and evacuation drills regularly to prevent any incidents. Acting as the main point of contact for Managers and Warehouse Operatives in regards to health and safety issues and concerns. Ensure all transports arrive and depart on time and handle any issues that may arise from a shipment being late.Responsible for several day-to-day activities within an office environment including answering phone calls, maintaining filing systems, overseeing appointment setting and schedules, data entry and a variety of front office reception tasks. Dividing responsibilities within the Reception team to ensure performance achievement of both personal and business goals, strengthen the ability to prioritise a busy, varied workload even under pressure. Liaise with staff regarding any issues to ensure a 'health and safety' environment. I have developed a training brochure to be used by all new starters, so that all receptionists would have the right knowledge and skillset for the position. Main person of contact in regards to Click and Collect orders for the Warehouse. Being responsible to place stationary, cleaning and uniform orders shows an eye for accuracy.

Sibiu County, Romania

Acting as the main point of contact for all customer claims and escalations regarding the interaction with the Telesales Specialist and provide a resolution within a contractually agreed timeframe. I have identified issues with the trainees understanding the importance of Customer Satisfaction and therefore I have designed a training method to make it simpler for new employees to get accustomed with being customer oriented first. I have taken up the project of Escalations and identified key issues that were causing the business to lose more than $300.000 yearly due to lack of knowledge and misuse of tools from the sales specialists’ side. Therefore, after analysing the reports, within 6 months of intensive monitoring, training, and mentoring the sales teams, the penalties dropped by 90% after the first 3 months. NPS Advocate; reporting on Net Promoter Scores and Customer Satisfaction metrics. Analysing and identifying key behaviours to use them to coach the teams. Updating the reports daily to identify outliers and communicate with Team Leaders for implementing Action Plans.

In charge with performance monitoring and metric analysis done on a regular basis to ensure compliance with the selling guidelines and achieving targets. Accurately review of Net Promoter Score and Customer Feedback/Satisfaction to observe the behaviour of both agent and customer during the sales process shows an attention to detail and troubleshooting abilities. Developped a new strategy on how to introduce Customer Satisfaction Metrics to new starters and existing employees as well. New-hire training/team meetings/multiple coaching types - implemented a new training structure that had helped new starters have a better understanding of the processes and procedures in place.

Sibiu, Romania

Graduated the training module with an 80% closed sale and 95% Customer Satisfaction. Proven record selling skills for the entire duration spent on this position; troubleshooting for the mobile network's customers; customer support for network users; product knowledge for both new and existing network users.

Sibiu County, Romania

Hnd, Business Management, Diploma In Business Management Level 5

Hnc, Business Management, Certificate In Business Management Level 4

Activities and Societies: Business management

Bachelor Of Education (B.Ed.), Modern Applied Languages, English - French

Baccalaureate, Bilingual And Multilingual Education, 9.50