Mihaela Ciceu
Crayford, Dartford
Summary
Responsible and dedicated person with extensive experience within station and office settings. Consistently exceeds expectations with dedicated work ethic and passion for helping people. Committed to first-class service, strong results and applying consistent best practices.
Overview
13
13
years of professional experience
7
7
years of post-secondary education
Work History
Customer Service Assistant 1
Transport For London
London
08.2015 - 10.2024
- Adhered strictly to policies and procedures for continued company compliance.
- Multi-tasked to keep customer service levels at optimal capacity at all times.
- Performing thorough security checks whilst maintaining high levels of alertness.
- Managed high-volume customer queries simultaneously through effective multitasking.
- Applied conflict management strategies to deescalate upset customers.
- Listened actively to customer concerns and needs for excellent communication and route planning.
- Delivered exceptional level of service to each customer by listening to concerns and answering queries.
- Providing excellent customer service by offering help with choosing the right travelling methods.
- Applied creative solutions quickly to arising problems impacting customer satisfaction.
- Helping unwell customers during their travelling whilst making sure train service is not delayed.
- Providing live updates on services in order to provide the easiest and fastest route to different destinations.
- Multi-tasked to keep customer service levels at optimal capacity at all times.
Operations Supervisor (promoted from Reservations Executive)
Golden tours
04.2014 - 04.2015
- Directly managing a team of 5 while ensuring efficient and performance working strategies are implemented.
- Led and managed administrative staff to maintain smooth daily operations.
- Encouraged and promoted ideas aligned to business needs and benefits.
- Processed inbound and outbound tour departures with high accuracy and efficiency by effectively directing associate teams and managing operational processes.
- Motivated and trained employees to maximize team productivity.
- Maintained smooth-running business operations by delegating priorities to staff abilities.
- Developed and deepened relationships with customers and associates.
- Maintained positive relationships between the company and key travel, transport and booking agents
- Provided live updates of tourist venue schedules to customers.
- Managing issues which may arise during ongoing tours or throughout operating hours.
Reservations Executive
Golden tours
05.2013 - 04.2014
- Greeted customers with warmth and enthusiasm for excellent front-of-house service.
- Dealing with face to face booking requests, phone bookings and accurate tourist information.
- Completed bookings and reservation amendments using management software.
- Coached front of house teams in delivering smooth, professional reception services.
- Planned travel itineraries for families and corporate clients with diverse needs.
- Conducted calls professionally and politely to maintain excellent service standards.
- Anticipated and promptly responded to guests requests for upgrades and travel bookings.
Health and Safety Coordinator
Park Plaza Westminster Bridge (Illy Coffee)
09.2011 - 05.2013
- Devised appropriate risk management plans, setting clear objectives to improve staff welfare and regulation compliance.
- Managed stock rotations to balance inventory of perishable products and minimise wastage.
- Documented department safety regulations and enforced adherence to procedures to reduce errors.
- Maintained neat and clean store areas in line with health and safety policies.
- Reported on inventory shortages, audit findings and forecasting needs to inform upper management.
Education
BA International Tourism Management and Marketing - Tourism
Middlesex University
London 09.2010 - 07.2013
Linguistic studies - Languages
Theoretical High School
Carei, Satu Mare, Romania 09.2005 - 09.2009
Skills
People management skills
Custom Section
- Save the Children, Adam Pearce, various
- Victa (Visually Impaired Children Taking Action), Adam Pearce, various
References
available on request
Languages
Romanian
Native
English
Advanced
Hungarian
Intermediate
Accomplishments
Make a difference Silver award - team building initiative (organising Secret Santa to boost team morale during a hard time).
Make a difference Silver award - dealing with a local signal failure and managing platforms timely and efficiently.
Thank you card - provided help to an ill passenger and made sure to get her safely on her train home in a difficult time for her.
Software
Microsoft Excel
Microsoft Powerpoint
Web Browsers
Adobe Acrobat
References
References available upon request.
Timeline
Customer Service Assistant 1
Transport For London
08.2015 - 10.2024
Operations Supervisor (promoted from Reservations Executive)
Golden tours
04.2014 - 04.2015
Reservations Executive
Golden tours
05.2013 - 04.2014
Health and Safety Coordinator
Park Plaza Westminster Bridge (Illy Coffee)
09.2011 - 05.2013
BA International Tourism Management and Marketing - Tourism
Middlesex University
09.2010 - 07.2013
Linguistic studies - Languages
Theoretical High School
09.2005 - 09.2009
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