Puleri Alina
Sibiu,Sibiu
Summary
Customer‑focused professional with experience in managing high‑volume interactions, resolving service issues, and coordinating daily operations across medical, academic, and hospitality environments. Skilled in clear communication, patient and guest support, and maintaining accuracy under pressure. Able to handle difficult situations with calm judgment and steady follow‑through. Experienced in working with multiple departments, keeping records updated, and ensuring people receive the right information or service at the right time. Quick to learn new systems and procedures, adaptable to fast‑changing environments, and committed to providing a consistent, reliable customer experience.
Overview
19
19
years of professional experience
7
7
years of post-secondary education
1
1
Certification
Work history
Clinic Call Center / Patient Support
SC CLINICA Polisano SRL
Sibiu, Sibiu
2013.02 - Current
- Managed high‑volume patient interactions through inbound and outbound calls, ensuring accurate appointment scheduling and empathetic communication.
- Handled customer complaints and queries promptly, improving satisfaction by identifying needs and resolving delays, misunderstandings, conflicts, and service issues.
- Coordinated with medical staff and internal departments to address complex cases and ensure clear, timely information flow.
- Maintained stress resistance and goodwill when managing difficult or sensitive situations.
- Supported operational improvement projects to enhance workflow efficiency and service quality.
- Redirected patients accurately to the correct services by assessing needs and clarifying requests.
- Improved customer experience by addressing dissatisfaction early and ensuring consistent follow‑through.
- Learned and applied new skills quickly to increase daily efficiency and productivity.
- Used Microsoft Word and other software tools to create documents and clear communications.
- Delivered exceptional customer service by proactively listening to concerns and answering questions.
Guest experience assistant
Steiner Leisure Ltd
London, UK
2012.02 - 2012.12
- Assisted guests with check-in procedures to expedite process.
- Streamlined communication between departments for efficient problem resolution.
- Handled difficult situations tactfully leading to customer satisfaction.
- Responded to guest inquiries, enhancing their stay experience.
- Enhanced guest satisfaction by promptly addressing and resolving complaints.
- Provided detailed information about facilities, ensuring guest comfort.
- Resolved guest complaints quickly and discreetly, providing positive solutions to maintain satisfaction.
- Reported guest feedback to managers to support service and experience improvements.
- Followed up on unresolved customer issues to investigate and resolve problems.
- Supported continuous improvement initiatives, collecting customer feedback to inform future business processes.
University Assistant Manager and English Teacher
Alma Mater University
Sibiu, Sibiu
2008.09 - 2012.01
- Coordinated the Rector’s daily agenda, ensuring accurate scheduling, prioritization of meetings, and timely preparation of required materials.
- Managed communication flows between the Rector, faculty, administrative departments, and external partners to maintain clarity and consistency.
- Handled student and staff inquiries with professionalism, redirecting them to the correct departments and ensuring follow‑through.
- Prepared reports and documentation for academic councils, internal reviews, and strategic meetings.
- Supported decision‑making processes by gathering data, summarizing key issues, and presenting relevant information.
- Monitored ongoing university projects and ensured alignment with deadlines, quality standards, and Rector’s expectations.
- Coordinated events and official visits, including academic ceremonies, conferences, and meetings with external institutions.
- Maintained confidential records related to academic, administrative, and strategic matters.
- Resolved operational issues by collaborating with internal departments and ensuring smooth daily functioning of the Rector’s office.
- Built strong relationships with faculty, students, and administrative teams to support a positive university environment.
- Ensured consistent follow‑through on Rector’s directives, tracking progress and communicating updates to stakeholders.
- Adapted quickly to new procedures, systems, and academic requirements to maintain efficient office operations.
English Teacher
Technical High School for Machine Construction
Marsa, Sibiu
2007.09 - 2008.08
- Planned and delivered English lessons tailored to student levels, ensuring clear explanations and structured learning.
- Assessed student progress through regular evaluations, feedback, and individual support.
- Adapted teaching methods to different learning styles to maintain engagement and understanding.
- Managed classroom communication by creating a respectful, supportive environment that encouraged participation.
- Provided one‑to‑one guidance to students needing additional help with grammar, vocabulary, or speaking skills.
- Prepared learning materials such as worksheets, reading exercises, and conversation activities.
- Supported exam preparation by organizing practice sessions and reviewing key topics.
- Encouraged student confidence through positive reinforcement and constructive feedback.
Education
Bachelor of Science - Economic Sciences of Commerce, Tourism and Services
Lucian Blaga University
Sibiu 2007.10 - 2010.07
Bachelor of Arts - Bachelor of Arts in English and Romanian Studies
Lucian Blaga University
Sibiu 2002.10 - 2006.07
Skills
- Customer communication - clear, empathetic, structured communication across phone, in‑person, and written channels
- Issue resolution - handling complaints, misunderstandings, delays, and conflicts with calm, solution‑focused follow‑through
- High‑volume workload management - staying organized and accurate under pressure in busy environments
- Cross‑department coordination - working with medical staff, academic teams, or onboard departments to resolve cases quickly
- Needs assessment - identifying customer or guest needs and redirecting them to the correct service
- Record and data accuracy - maintaining precise customer, student, or guest information to support service quality
- Relationship building - creating positive, trust‑based interactions with patients, guests, students, or staff
- Adaptability and fast learning - quickly mastering new systems, procedures, and tools to improve daily efficiency
Languages
English
Advanced
Spanish
Beginner
Certification
- Certificate for Exceptional Organizational Contribution to the 33rd Annual Congress of the American‑Romanian Academy of Arts and Sciences – Alma Mater University
- Certificate for Efficient Organization and Performance of the Sibiu Alma Mater University National Conference with International Participation – Challenges for Science and Research in the Crisis Era
- Authorized Translator Certification (Romanian–English)
Timeline
Clinic Call Center / Patient Support
SC CLINICA Polisano SRL
2013.02 - Current
Guest experience assistant
Steiner Leisure Ltd
2012.02 - 2012.12
University Assistant Manager and English Teacher
Alma Mater University
2008.09 - 2012.01
Bachelor of Science - Economic Sciences of Commerce, Tourism and Services
Lucian Blaga University
2007.10 - 2010.07
English Teacher
Technical High School for Machine Construction
2007.09 - 2008.08
Bachelor of Arts - Bachelor of Arts in English and Romanian Studies
Lucian Blaga University
2002.10 - 2006.07