Lucia Moldoveanu

Outline

Oversee the performance of the customer service team to ensure the agents are keeping pace with the service demands.

Key responsibilities

• oversaw daily workloads and workflow for smooth operations.
  
• motivated team members to consistently achieve or exceed performance expectations.
  
• organized training sessions and iterated ways to improve performance, efficiency and efficacy based on metrics and customer feedback.
  
• assigned work and monitored performance and productivity.
  
• set goals for performance and deadlines to comply with company plans and vision.
  
• reviewed completed work to verify consistency, quality and conformance.
  
• conferred and worked closely with Customer Response and Ground Operations team in all aspects of overseeing all airport operations.
  
• completed daily quality assurance duties to provide feedback for improvements.
  

Outline

Give customers information about products and services, take orders, and process returns.

Key responsibilities

• answered inbound calls, chats and emails to facilitate customer service.
• consulted with customers to resolve service and billing issues.
• set up and activated customer accounts.
• informed customers about billing procedures, processed payments and provided payment option setup assistance.
• escalated customer concerns, issues and requirements to supervisors for immediate rectification.
• mentored new employees on procedures and policies to maximize team performance.

Outline

Provide customer service to all Vueling customers, ensuring their needs are met in a timely and efficient manner and ensuring customer satisfaction.

Key responsibilities

• interacted with passengers on a daily basis, answering questions and resolving issues related to reservations, ticketing, boarding passes, baggage claims, etc
• informed customers about flight schedules, prices, and other airline information that helps customers book travel plans
• processed customer reservations, refunds for delayed or cancelled flights or claims for lost or damaged luggage
• offered assistance to airport check-in and boarding counters
• coordinated with other ground staff to arrange for transportation and hotel accommodations for passengers who needed assistance.

Outline

Offer support to Import/Export Manager by administering the documentation process required to import and export merchandise and materials in compliance with country specific regulations.

Key responsibilities

• prepared shipping orders for international or domestic shipments.
• communicated with clients on shipping status and resolving any issues that may arise during shipping
• prepared and reviewed all required documentation, coding and calculations of duties, tariffs, price conversions.
• researched market trends in order to identify new opportunities for business development and new clients.

Outline

As company´s president right hand, optimize workflow procedures in the office, assisting colleagues and executives in planning and distributing information and being the point of reference for all queries, requests or issues.

Key responsibilities

• managed president´s calendar and prepared meeting agenda and materials.
• provided accurate, up-to-date information to external parties through emails, phone calls and in-person interactions.
• monitored internal quality control procedures
• coordinated documents and bills, managed payments and responded to inquiries.
• prepared domestic and foreign shipments in line with regulations established by shipping companies and international customs.
• examined invoices and shipping manifests for conformity to tariff and customs regulations.
• translated client documents and company´s correspondence.
• provided the directors with legal and administrative support.
• provided real-time interpretation (French-Romanian-French) for the company´s president in courts and tribunals and public state bodies.