Ion Diacon
Berlin
Summary
A reliable, efficient, and enthusiastic Customer Service Representative and Bussines Trainer who engages easily with the public while displaying acute attention to detail and organizational skills. Diligent and proactive, thrives in a team environment and adopts a hands-on approach when tackling set tasks. A fast learner with the flexibility to adapt to different circumstances.
Overview
12
12
years of professional experience
Work History
Business Trainer
Webhelp Deutschland GmbH
03.2022 - 09.2024
- Developed and delivered training programs to enhance employee skills and performance.
- Conducted needs assessments to identify training gaps and improve operational efficiency.
- Facilitated workshops on customer service excellence, resulting in improved team engagement.
- Evaluated training effectiveness through feedback surveys, driving continuous improvement initiatives.
- Mentored junior trainers, providing guidance on effective training techniques and best practices.
Customer Service Representative
Webhelp Deutschland GmbH
04.2019 - 03.2022
- Maintained product knowledge to effectively guide customers in selecting appropriate services and solutions.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Supervisor
Autodoc GmbH, Berlin (Germany)
12.2016 - 12.2018
- Supervised daily operations, ensuring efficiency and adherence to quality standards.
- Developed and implemented training programs for new staff, enhancing team performance.
- Streamlined workflow processes, reducing bottlenecks and improving overall productivity.
- Conducted regular performance evaluations, providing constructive feedback to team members.
Customer Service Representative
SC AUTODOC SRL, Chisinau (Moldova)
04.2014 - 06.2016
- Provided exceptional support to customers, addressing inquiries and resolving issues efficiently.
- Learned and utilized customer relationship management software to track interactions and enhance service delivery.
- Assisted team members in maintaining accurate records of customer feedback for process improvement initiatives.
- Collaborated with colleagues to ensure timely responses to customer requests, improving overall satisfaction rates.
Insurance Broker
CA "Asterra Grup" SA, Chisinau (Moldova)
02.2013 - 02.2014
- Assisted clients in understanding insurance policies and coverage options.
- Supported senior brokers in preparing client presentations and proposals.
- Conducted research on market trends and competitor offerings to enhance service delivery.
- Maintained accurate records of client interactions and policy details using CRM systems.
Education
Licentiate in Law - Law
Technical University of Moldova | TUM, Chisinau
Chisinau, Moldova06-2012
High School Diploma -
Lyceum, Nicolae Iorga, Chisinau (Moldova)
Chisinau, Moldova06-2008
“Gymnasium Certificate” -
Gymnasium № 1, Chernivtsi (Ukraine)
Chernivtsi (Ukraine) 06-2005
Skills
- Customer service training
- Coaching and mentoring
- Problem-solving
- Attention to detail
- Multitasking Abilities
- Critical thinking
- Excellent communication
- Active listening
- Verbal and written communication
- Decision-making
- Coaching and development
- Professionalism
Languages
English
Advanced (C1)
Romanian
Bilingual or Proficient (C2)
Russian
Advanced (C1)
Ukrainian
Intermediate (B1)
German
Beginner (A1)
Timeline
Business Trainer
Webhelp Deutschland GmbH
03.2022 - 09.2024
Customer Service Representative
Webhelp Deutschland GmbH
04.2019 - 03.2022
Supervisor
Autodoc GmbH, Berlin (Germany)
12.2016 - 12.2018
Customer Service Representative
SC AUTODOC SRL, Chisinau (Moldova)
04.2014 - 06.2016
Insurance Broker
CA "Asterra Grup" SA, Chisinau (Moldova)
02.2013 - 02.2014
Licentiate in Law - Law
Technical University of Moldova | TUM, Chisinau
High School Diploma -
Lyceum, Nicolae Iorga, Chisinau (Moldova)
“Gymnasium Certificate” -
Gymnasium № 1, Chernivtsi (Ukraine)
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