Manglutescu Laurentiu

E-mail : laurentiu_manglutescu@yahoo.com Phone : 0722191479

Work experience

vidaXL.com August 2016 – Present

Customer Service Agent / Germany

Job Duties:

Useing undivided attention to provide our customer with an appropriate responds via phone, email or chat;
Able to make an administrative follow up of these client contacts at the same time;
Driven to contact clients proactively;
Finding it easy to identify and assess customers’ needs to achieve satisfaction;
Handle returns and claims;
Create and analyse replacements, refunds and claims;
Not afraid to escalate issues;
Ok with checking the quality of interaction with customer via phone and email.

Language: German

S.C Xerox Business Services Romania October 2015 – 2016

Customer Support - Client Service

Job Duties:

Provide client support services in accurate and timely fashion

Maintain high level of professionalism and competence in every client interaction
Build positive and productive relationships with clients.
Analyze and resolve service issues promptly.
Utilize effective problem solving and time management skills in client service operations

Language: German

Vodafone Shared Services March 2015 – October 2015

Customer Support - Client Service

Job duties:

Back office interface with customers of Vodafone companies worldwide.

Read and respond to customers’ written correspondence and resolve their inquiries.
Provide final information to the customer (in writing).

Language: German
Walter Service November 2014 — March 2015

Call center operator

Job Duties:

Determines whether space is available on travel dates requested by customer.

Assigns specified space to customers and maintains computerized inventory of passenger space available.
Sells and assembles tickets for transmittal or mailing to customers.
Sells travel insurance Plans route and computes ticket cost, using schedules, rate books, and computer.
Arranges reservations and routing for passengers.

Language: German

Global Remote Service January 2014 — November 2014

Call center operator
Job Duties:

Obtains client information by answering telephone calls; interviewing clients; verifying information.
Determines eligibility by comparing client information to requirements.
Establishes policies by entering client information; confirming pricing.
Informs clients by explaining procedures; answering questions; providing information.
Maintains communication equipment by reporting problems.
Maintains and improves quality results by adhering to standards and guidelines; recommending improved
procedures.
Updates job knowledge by studying new product descriptions; participating in educational opportunities.
Accomplishes sales and organization mission by completing related results as needed.

Skills/Qualifications: Verbal Communication, Phone Skills, Listening, Data Entry Skills, People Skills, Informing,
Customer Focus, Customer Service, Attention to Detail, Professionalism, Multi-tasking

Language: German

Strabag May 2012 — July 2013

Sales agent
Job duties

processing of technical analysis

collaboration on new investments;

ING March 2007 — April 2008

Insurance agent
Job Duties:

Develops base for long-term sources of clients by using referrals, occupational, and special-interest groups to
compile lists of prospects.
Approaches potential clients by utilizing mailings and phone solicitation; making presentations to groups at company-
sponsored gatherings; speaking publicly to community groups on the subject of financial well-being. Determines
 clients' particular needs and financial situations by scheduling fact-finding appointments; determining extent of
present coverage and investments; ascertaining long-term goals.
Developes a coordinated protection plan by calculating and quoting rates for immediate coverage action and long-
term strategy implementation.
Obtains underwriting approval by completing application for coverage.
Completes coverage by delivering policy; planning future follow-up visits and evaluations of needs.
Provides continuing service by providing direct deposit forms; processing changes in beneficiary and policy loan
applications.
Provides death benefits by delivering policy proceeds; reassessing client needs.
Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining
personal networks; participating in professional organizations.
Enhances insurance agency reputation by accepting ownership for accomplishing new and different requests;
exploring opportunities to add value to job accomplishments.
Skills/Qualifications: Prospecting Skills, Meeting Sales Goals, Motivation for Sales, Selling to Customer Needs, Client
Relationships, People Skills, Product Knowledge, General Math Skills, Organization, Dependability, Statistical Analysis

British American Tobacco January 1998 — May 2010

Sales agent
Job Duties:

Services existing accounts, obtains orders, and establishes new accounts by planning and organizing daily work
schedule to call on existing or potential sales outlets and other trade factors.
Adjusts content of sales presentations by studying the type of sales outlet or trade factor.
Focuses sales efforts by studying existing and potential volume of dealers.
Submits orders by referring to price lists and product literature.
Keeps management informed by submitting activity and results reports, such as daily call reports, weekly work
plans, and monthly and annual territory analyses.
Monitors competition by gathering current marketplace information on pricing, products, new products, delivery
schedules, merchandising techniques, etc.
Recommends changes in products, service, and policy by evaluating results and competitive developments.
Resolves customer complaints by investigating problems; developing solutions; preparing reports; making
recommendations to management.
Maintains professional and technical knowledge by attending educational workshops; reviewing professional
publications; establishing personal networks; participating in professional societies.
Provides historical records by maintaining records on area and customer sales.
Contributes to team effort by accomplishing related results as needed.
Skills/Qualifications: Customer Service, Meeting Sales Goals, Closing Skills, Territory Management, Prospecting Skills,
Negotiation, Self-Confidence, Product Knowledge, Presentation Skills, Client Relationships, Motivation for Sales.

Education
September 1986 — June 1990
Colegiul National Spiru Haret
Languages

German - advanced
English - beginner

References
References available upon request.