Antonina Andonov
Berlin
Summary
Highly motivated professional with diverse experience in customer service, retail, and social media marketing. Proven ability to effectively communicate and interact with clients, provide exceptional service, and contribute to team success. Currently seeking a challenging position where can use acquired skills and experience to increase customer satisfaction and make a valuable contribution to the growth of the organization.
Overview
15
15
years of professional experience
Work History
International EU Student Advisor
William College
07.2023 - 06.2024
- Provided information on university courses and admission requirements, student visas and student finance application
- Advised students individually and in groups on academic programs for individual interests.
- Enhanced student retention by providing personalized academic guidance and support.
- Developed engaging and compelling content for the college's social media channels, including Facebook Instagram, to effectively promote the university's programs and attract potential international students
- Promptly addressed student inquiries and concerns, offering personalized support and guidance throughout the application journey to ensure a smooth and positive experience
Retail Shop Assistant
Primark
11.2021 - 06.2023
- Processed returns and exchanges efficiently, adhering to company policies while maintaining customer satisfaction.
- Resolved customer complaints and issues in a professional manner to maintain positive relationships.
- Boosted customer satisfaction by providing personalized assistance and product recommendations.
- Kept the store clean, neat, and organized, including monitoring and organizing clothing racks, shelves, and displays
- Assisted customers with prompt and polite support in-person and via telephone.
Customer Service Assistant
Sitel
08.2019 - 10.2021
- Assisted and supported customers via phone, email, and chat, providing prompt and accurate information on product details, pricing, order status, delivery, and returns
- Managed customer complaints effectively, offering solutions that exceeded expectations.
- Processed returns and exchanges, adhering to company policies while prioritizing customer satisfaction.
- Escalated complex technical problems to appropriate teams for resolution
- Maintained accurate and detailed records of all customer interactions
Debt Collection Telephone Operator
Mellon
01.2017 - 07.2019
- Contacted customers with outstanding payments to discuss their account status and negotiate payment arrangements
- Maintained accurate and detailed records of all customer interactions, payment plans, and account activity
- Built rapport with callers through active listening skills and empathetic responses to their concerns or requests.
- Escalated unresolved or complex cases to supervisors for further review and appropriate action
- Provided excellent customer service while firmly, yet professionally, communicating the importance of timely payments in line with the company's policies and principles
Social Media Assistant
Eudven
06.2016 - 12.2017
- Developed captivating visual content using graphic design tools for enhanced aesthetic appeal across all channels.
- Maintained company's online social presence and created branded communications for social media campaigns.
- Increased brand visibility by developing and implementing targeted social media campaigns.
- Participated in various events organized by the school, capturing high-quality photographs and videos to be utilized as compelling social media content
- Tracked performance metrics for continuous improvement in engagement rates and audience growth.
Brand Ambassador
Omladinska Zadruga Srbije
09.2014 - 05.2016
- Increased brand awareness through event marketing, demonstrations, sales, and brand promotion.
- Increased positive word-of-mouth referrals through genuine, personalized customer interactions and excellent product knowledge.
- Enhanced brand recognition by executing promotional events and engaging customers with product demonstrations.
- Engaged, educated, and befriended customers to deliver amazing shopping experience.
Resturant Hostess
Konoma Akustik
05.2013 - 07.2014
- Greeted and answered customer questions about hours, seating, and menu information.
- Resolved guest complaints professionally, taking appropriate action to address issues and improve future experiences.
- Maintained an organized waitlist for busy times, ensuring efficient seating of guests.
- Contributed to a positive team atmosphere by supporting coworkers during peak hours or when understaffed.
- Collaborated with servers to ensure smooth transitions between tables, minimizing wait times for guests.
Travel Booking Agent
Fissa Travel Agency
06.2009 - 10.2009
- Daily promoted ship cruises and excursions to generate interest and bookings by offering personalized recommendations
- Delivered presentations to illustrate available cruise options, emphasizing their unique features and advantages
- Organized trips for individuals, families members and business travelers.
- Maintained accurate records of bookings, payments, and client information for smooth operations and future reference.
- Provided ongoing support to clients throughout their cruise experience by resolving issues quickly and efficiently.
Education
BBA - Communication and PR
Faculty of Philosophy
Nis, Serbia03.2019
High School Diploma - Tourism and Hospitality technician
Economics And Trade
Vranje, Serbia06.2009
Skills
- Customer Service
- Problem-solving abilities
- Data Entry
- Call center experience
- Microsoft Excel
- Retail store support
- Product Promotion
- Brand representation
- Administrative Support
- Customer Relationship Management (CRM)
- Social Media Marketing
- Campaign Management
Timeline
International EU Student Advisor
William College
07.2023 - 06.2024
Retail Shop Assistant
Primark
11.2021 - 06.2023
Customer Service Assistant
Sitel
08.2019 - 10.2021
Debt Collection Telephone Operator
Mellon
01.2017 - 07.2019
Social Media Assistant
Eudven
06.2016 - 12.2017
Brand Ambassador
Omladinska Zadruga Srbije
09.2014 - 05.2016
Resturant Hostess
Konoma Akustik
05.2013 - 07.2014
Travel Booking Agent
Fissa Travel Agency
06.2009 - 10.2009
BBA - Communication and PR
Faculty of Philosophy
High School Diploma - Tourism and Hospitality technician
Economics And Trade
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