Download PDF

Summary

A Sociology and Business Management Graduate with experience in both the Public and Private Sector and a reputation for Customer Service Excellence.

Strong Communicator from Senior Level Stakeholders to Managers with knowledge in Performance Management and Health and Safety Policies.

Good grounding in understanding (L&D) Learning and Development organisational needs with Background in creating and introducing an Awarded Quality Project across the Customer Service Department within Local Government Organisation.

Participation in developing and implementing an Innovative Training Program aimed to define Quality and Performance, improve Employee Engagement and increase Job Satisfaction within the work place.

Committed to sharing knowledge, saving time and improving performance by making processes more efficient.
Future ambitions include becoming fully qualified as an HR professional.

Experience 

Jul 2016Present

HR Assistant

HR Operations Casework Team and EPS

Currently playing a key role providing Administrative functions within the HR Operations Casework Team and Educational Personnel Services. HR Ops is responsible for low, medium and high level cases and employee relations situations for Hampshire County Council, Hampshire Fire and Rescue Service and Hampshire Constabulary. EPS is providing HR educational specialism for over 500 maintained and academy schools in Hampshire and surrounding local authorities.

Main responsibilities: Preparing and posting out Exit Interview and Pay Review Notification Letters; Responsible of dealing with Employment Reference Requests and Valuing Performance Queries; Preparing Routine Orders - Weekly job ads Bulletin for HC and compiling spread-sheets; Updating Electronic Personnel Files on Hantsfile and searching employee records in order to attain information for authorised people within the company; Setting appointments, arranging meeting and taking minutes under the Agenda, authorising Job Ads for EPS. 

Skills include Basic knowledge of Employment Law and Data Protection Legislation; Proficiency in MS Office, Excel, SAP, Casework Database, HTML Tags; Competent to follow complex instructions up to completion; Strong interpersonal and communication skills (both written and verbal), Confidence in gathering facts and statistics, Diplomacy and ability to work pro-actively both independently and alongside my colleagues, passioned about working in an organised working environment.

Police Vetted as No Security Objection to LEVEL 2 NPPV from 24/02/2017.

Mar 2015Jul 2016

Helpdesk Advisor and Trainer

Hantsdirect - Hampshire County Council

Experienced in dealing with a vast range of Multi-Services Enquiries for Roads and Transport, Children's Services, Gypsies and Travellers, General Enquiries, Libraries, Countryside (Right of Way), Blue Badge, Inbox Management.

Responsibilities: Resolving customer enquiries by providing instant and accurate guidance - Advising customers by explaining procedures, providing customer support and best course of action relevant to the query but also depending on customer's immediate needs - Prioritising by quick decision marking and transferring the caller to relevant departments within the organisation and relevant person in charge - Recording accurately Customer Interaction Notes and feeding back statistics of patterns observed between calls.

Customer Service Skills: Emphatic and self-confident; Highly qualified in dealing with challenging customers (angry, talkative, emotional), resilient to external pressure; good active listening and problem solving skills; fully aware of the customer journey and human behaviour psychology; articulate, able to multi-task and stay in control of the conversation from the beginning to the end of a call.

"Fantastic attention to detail, enthusiasm and superb time management” - Sally Brown (Team Manager) - Held 2 additional roles as P&Q Trainer and Change Agent. 

20142014

Sales Associate - Transferable Skills

TK Maxx - Southampton

In addition to helping customers, l was involved in merchandising the sales floor, fitting room, cash register and housekeeping duties.
Skills acquired include communication, interaction and liaison as I spent the entire day communicating with customers, colleagues and senior management.
Cultural Awareness - I got the chance to work with a diverse group of people, with different nationallities and backgrounds and dealt with a mixture of personality types and behaviours.

20142014

Trainee Assistant Manager - Transferable Skills 

Burger King Corporation

Opportunity of leading a Team of 8 People in a fast-paced environment by managing the daily restaurant operations and gain knowledge in Sales and Marketing, Economics and Accounting.

Responsibilities: Assisted in the responsibility for restaurant outcomes including increased sales, profitability and employee retention. Implemented marketing plans, maintained inventory, managed labor and used financial reporting to enhance restaurant results. Directed efficient and accurate preparation of sale of products for prompt customer delivery within the established speed of service and food safety guidelines. Supervised and trained both Team Members and Shift Leaders on team stations, products, processes, and policies.  Managerial Skills - Leadership, Service Orientation, Time Management, Acumen, Persuasion and Negotiation, Quality Control Analysis, Monitoring/Assessing Staff Performance.
Personality Skills - Good level of Stress Tolerance, Resilience, Cooperation, Self-Control, Independency, Persistence, Alternative Thinking.

20122013

Assistant DS Coordinator

QE2 Activity Centre 

‘’Responsible, organised and methodical’’- Phil Oates (Manager).

Won a significant grant from Southampton Airport Community Trust with "The Green House Project".

20072012

Promotions Executive & Sales Representative

Grup Sapte  - Romania and Europe

Performed as Promotions Executive for a well-established Local Direct Marketing Company in Romania by being a Brand Ambassador (keeping sales records, receiving payment and giving customer feedback).

Involved in Promotional Campaigns for International Brands such as Nestle, P&G, Nivea, Ferrero Rocher, Red-Bull. Participated in the opening of 2 Romanian Supermarket Chains (Billa and Inter) - Acted as an Independent Sales Representative for the Worldwide-recognized Cosmetics Companies Oriflame and Avon - Undertaken Paid Practice as part of the Student Work-and-Travel Program for Minos Imperial Luxury Beach Resort to Milatos-Lasithi-Crete-Greece.

Sales Skills: I developed stamina and a "can do" attitude in order to achieve commission based targets, exercised persuasion as well as people reading and positive body-language. Became familiar with researching about the product I promoted and comfortable with my own presentation style and ability to build rapport and trust within a short period of time.

Education (2006-2011)

Volunteering 

(2011 - 2012) Business Support Officer and Events Coordinator - Youth County Foundation of Valcea - Romania 

Responsibilities: Performed general clerical tasks: Answering Phones, Data Entry and Filing - Collaborated with the President, providing administrative support such as File Management and Records - Dealing with Queries and Offering Assistance over the Telephone and via Email - Responsible for Event Management and Planning Agendas under strict Deadline. Additionally, involved in Fundraising Activities and invigorating the Volunteer Program by using Social Media, Forum Posters and Designing Single-Sheet Brochures. 

"Oana is a person willing to work on areas she feels she can improve upon, keen to learn, determined to get things done, motivated, with amazing potential.’’ Ovidiu Udrescu (President)