Xenia Hanganu
Liverpool,Merseyside
Summary
Hardworking and self-disciplined professional seeking career in technical support field. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability. High organised individual confidently navigates new technologies and systems, always looking for improvement opportunities. Eager to learn new techniques, enhance skills and achieve growth in organisation.
Overview
4
4
years of professional experience
7
7
years of post-secondary education
Work history
Customer Experience Advisor
Virgin Media- O2
Liverpool, Merseyside
04.2022 - 03.2023
- Managed high-volume customer queries simultaneously through effective multitasking.
- Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
- Adhered strictly to policies and procedures for continued company compliance.
- Registered and updated accurate customer information on database.
- Provide first level technical support to end-users including answering questions, troubleshooting problems, and teaching or instructing customers regarding software functionality across Android and IOS platforms.
- Maintained a knowledge base of the evolving product offerings, and improved customer retention by 9% by proactively recommending new products to existing customers.
- Established positive relationships with clients by going extra mile to build rapport.
- Coached and trained team members to increase productivity and growth.
- Owned and delivered first contact resolution through brilliant customer experiences ensuring that the customer’s issues are resolved at first point of contact.
- Promptly handled an average of 70 customer enquiries and complaints per day with a 97% customer satisfaction rate.
Customer Service Representative
Lloyds Banking Group
Liverpool, Merseyside
10.2021 - 04.2022
- Assisted customers with varying questions using product knowledge and service expertise and resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
- Built customer rapport by providing friendly, genuine service, increasing customer retention by 6%.
- Completed special procedures for customers, ordering new cheques, stopping payments or investigating identity theft.
- Opened new accounts and explained featured benefits, bank services, financial products and applicable fees to customers.
- Identified and mitigated potential fraud and transaction risks.
- Assisted customers with compromised debit and credit cards and issued new credentials.
- Consistently achieved service rating targets, managing customer enquiries with personalised care and attention.
- Handled customer complaints, providing appropriate solutions to guarantee positive outcomes, resolving 90% of complaints at first point of contact, exceeding corporate target of 80%.
- Regularly trained to maintain up-to-date knowledge on company products and policies.
- Documented all client interactions and firm activity within client relationship management system.
- Maintained discretion and security in handling sensitive personal and financial data and processed high-value transfers with meticulous accuracy.
Back Office Executive
Binomeway
Iasi, Romania
11.2020 - 10.2021
- Registered information on database to maintain accurate and updated details.
- Checked calendars for availability and scheduled staff meetings for department.
- Photocopied, scanned and filed documents to maintain updated documents.
- Answered phones, responded to emails or chats and directed calls to designated recipients.
- Collaborated with team members in virtual environments to optimise field experience and development capabilities.
- Gathered business requirements from clients, performing detailed data analyses to document requirements.
- Communicated technical concepts to customers clearly by phone, email and online chat.
- Provided remote support for product functionality, maintenance and troubleshooting
- Troubleshot operating systems, hardware and software problems to identify root causes.
- Diagnosed and solved issues for customers against SLAs, maintaining high satisfaction rate.
Receptionist Assistant
Kasbah Nightclub
Coventry, West Midlands
11.2018 - 11.2020
- Greeted incoming customers in a professional manner and provided friendly, knowledgeable assistance, while ensuring cleanliness of reception and lounge areas.
- Reorganised filing system, reducing file location times by 5 minutes per employee.
- Trained over 10 new staff on telephone etiquette, boosting customer satisfaction score from 78% to 92%.
- Monitored office supplies inventory, promptly reordering low stock items to prevent workflow disruptions.
- Reduced waiting times through effective time and resource management.
- Screened and verified visitor IDs, maintaining security of personnel and office environment.
- Answered and helped resolve enquiries from clients, vendors and general public.
- Operated fax machines, copy machines and other standard office equipment.
- Responsible for handling cash/completing transactions, balancing the till, with 0% errors and receiving constant recognitions from upper management.
Education
Bachelor of Science - Criminal Psychology
Coventry University
Coventry, United Kingdom 09.2017 - 11.2020
Diploma of Higher Education -
Vasile Alecsandri Highschool
Iasi, Romania 09.2013 - 05.2017
Skills
- Salesforce
- 70 WPM typing speed
- Microsoft Office Suite
- Data confidentiality
- CRM platforms
- Administrative and clerical support
- Tech savvy
- Support ticket management
- Excellent communication skills
- GDPR knowledge
- ZenDesk
- Citrix
- Software diagnosis
- Desktop support
- Data entry
- Attention to detail
- Quick learner
- Efficient organisational skills
- Critical thinking and problem-solving
- Flexible and adapt quickly to any environment
- Fundamental knowledge of HTML, CSS, JavaScript
Languages
English
Proficient (C2)
Romanian
Native
Timeline
Customer Experience Advisor
Virgin Media- O2
04.2022 - 03.2023
Customer Service Representative
Lloyds Banking Group
10.2021 - 04.2022
Back Office Executive
Binomeway
11.2020 - 10.2021
Receptionist Assistant
Kasbah Nightclub
11.2018 - 11.2020
Bachelor of Science - Criminal Psychology
Coventry University
09.2017 - 11.2020
Diploma of Higher Education -
Vasile Alecsandri Highschool
09.2013 - 05.2017
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