Diana Constantin
Customer Service Expert
Amsterdam
Summary
Customer service expert with 8+ years of experience boosting satisfaction scores by 30%, retaining high-value clients through empathetic problem-solving, and streamlining service workflows. Fluent in 3 languages with a proven track record in turning complaints into loyalty opportunities.
Overview
8
8
years of professional experience
4
4
Languages
Work History
Account Executive
Network Republic
09.2024 - Current
- Client Retention: Maintained a 95% client satisfaction rate by conducting quarterly check-ins and customizing service plans.
- Issue Resolution: Acted as escalation point for 10+ key accounts, resolving conflicts within 24 hours to preserve partnerships.
- Feedback Implementation: Improved service delivery by incorporating client feedback, reducing churn by 20%.
Sales Advisor
Royal Coster Diamonds
09.2023 - 09.2024
- Client Satisfaction: Achieved 92% positive feedback by delivering personalized consultations to 50+ high-net-worth clients monthly.
- Issue Resolution: Resolved 100% of complaints onsite through complimentary services or discounts, preventing escalations.
- Retention: Built a repeat client base of 40% via follow-up calls and exclusive offers.
Senior Rental Sales Agent
Sixt Benelux
08.2021 - 08.2023
- Customer Loyalty: Increased repeat bookings by 30% by creating personalized rental profiles for frequent travelers.
- Complaint Handling: Turned 15+ monthly complaints into positive reviews by offering tailored compensations (e.g., free upgrades).
- Service Training: Coached 5 agents on customer engagement, improving team CSAT scores by 15%.
Logistics Assistant
Otto Work Force
09.2020 - 07.2021
- Achieved 99% on-time shipments by optimizing daily logistics coordination.
- Reduced client complaints by 40% through proactive delay resolution.
Customer Support Specialist
Computer Generated Solutions
12.2019 - 08.2020
- First Call Resolution: Resolved 80+ weekly inquiries with a 90% resolution rate, cutting callback volume by 25%.
- Process Improvement: Created a troubleshooting guide that reduced average call time by 15%.
Rental Sales Agent
Avis Budget Group
09.2017 - 11.2019
- Conflict Management: Mediated 10+ weekly disputes over fees/damages, retaining 95% of customers with waived fees or upgrades.
- Service Efficiency: Reduced check-in time by 20% by simplifying contract explanations.
- Resolved customer disputes to maintain positive relationships and increase customer base.
- Executed sales and marketing initiatives to increase revenue for company.
Education
Bachelor of Science - Engineering
Politehnica Bucharest
Bucharest,Romania 04.2001 -
High School Diploma -
High School-Stefan Cel Mare
Ramnicu Sarat,Romania 04.2001 -
Skills
Customer Relationship Management
Timeline
Account Executive
Network Republic
09.2024 - Current
Sales Advisor
Royal Coster Diamonds
09.2023 - 09.2024
Senior Rental Sales Agent
Sixt Benelux
08.2021 - 08.2023
Logistics Assistant
Otto Work Force
09.2020 - 07.2021
Customer Support Specialist
Computer Generated Solutions
12.2019 - 08.2020
Rental Sales Agent
Avis Budget Group
09.2017 - 11.2019
Bachelor of Science - Engineering
Politehnica Bucharest
04.2001 -
High School Diploma -
High School-Stefan Cel Mare
04.2001 -
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