Summary
Overview
Work History
Education
Skills
Software
Certification
Interests
Timeline
Hi, I’m

Sergiu Puscasu

Customer Support Manager
Nieuwegein
Sergiu Puscasu

Summary

Dynamic professional with extensive experience at Gorillas Technologies GmbH, excelling in customer relations and team leadership. Proven track record in enhancing customer satisfaction and reducing response times. Skilled in order verification and delivery coordination, fostering collaboration to drive business growth and improve service delivery. Quick learner dedicated to continuous improvement.

Overview

5
years of professional experience
1
Certification
3
Languages

Work History

Just Eat Takeaway

Food Delivery Driver
10.2023 - 05.2025

Job overview

  • Drove continuously during shifts, meet deadlines, and achieved high customer satisfaction ratings.
  • Met promised delivery times consistently by using GPS software to spot and avoid traffic delays.
  • Collaborated with restaurant staff to confirm order accuracy before delivery.
  • Assisted in packing and loading food orders in delivery vehicle to fastrack process and maintain freshness.
  • Managed multiple deliveries simultaneously, maximizing efficiency and productivity.
  • Navigated efficiently through various routes for timely food deliveries.
  • Followed traffic laws during delivery for safety of pedestrians and other vehicles.
  • Provided excellent customer service by being friendly and courteous during interactions to increase satisfaction and loyalty.
  • Verified orders prior to completing deliveries to avoid customer complaints.
  • Kept delivery vehicle clean and neat to maintain company's professional reputation.
  • Enhanced customer satisfaction by delivering orders promptly and accurately.
  • Collaborated with restaurant staff to ensure orders were correctly prepared and ready for dispatch.
  • Minimized delivery errors by verifying orders and customer details thoroughly before departure.
  • Demonstrated flexibility, adjusting routes in response to traffic conditions or customer requests.

Gorillas Technologies GmbH

Customer Support Manager
05.2021 - 09.2023

Job overview

  • Handled escalated customer complaints professionally, resolving conflicts promptly and maintaining relationships with clients.
  • Elevated customer satisfaction and loyalty by taking ownership of customer issues and following through to resolution.
  • Managed customer service effectiveness by monitoring performance and assessing metrics.
  • Completed weekly and monthly payroll for ~30 employees.
  • Cultivated strong relationships with vendors and partners supporting administrative operations.
  • Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
  • Organized and updated databases, records and other information resources.
  • Created organized filing system to manage department documents.
  • Analyzed product information to verify accuracy and drive corrective actions to closure.
  • Reduced response time to customer inquiries, ensuring timely assistance with their concerns.
  • Identified call trends to improve efficiency, reduce problem calls and suggest solutions to upper management.
  • Improved team productivity by identifying inefficiencies in workflows and implementing corrective actions.
  • Reviewed overdue tickets and followed-up with customer support personnel to resolve root cause of delay.

Gorillas Technologies GmbH

Manager in Training
10.2020 - 05.2021

Job overview

  • Served as a mentor and resource for junior staff members by offering guidance, support, and encouragement in their professional development pursuits.
  • Fostered a collaborative work environment by encouraging open communication among team members and promoting teamwork initiatives.
  • Coordinated staffing schedules to ensure optimal coverage during peak hours without sacrificing employee satisfaction or work-life balance considerations.
  • Reduced employee turnover rates with comprehensive onboarding programs and ongoing professional development opportunities.
  • Developed strong relationships with key clients, ensuring consistent business growth and exceptional service delivery.

Education

Hogeschool Inholland
The Hague, Netherlands

Bachelor of Arts from Creative Business
04.2001

University Overview

Hogeschool Inholland
Amsterdam

Bachelor of Arts from Business Innovation
04.2001

University Overview

Bucharest Beirut International School
Bucharest

High School Diploma
04.2001

University Overview

Skills

Order verification

Software

Linux

Adobe Photoshop

Microsoft Word

Microsoft Excel

Apple Keynote

IMovie

Certification

Driver's License B

Interests

Reading

Gaming

Football

Tennis

Driving

Timeline

Food Delivery Driver
Just Eat Takeaway
10.2023 - 05.2025
Customer Support Manager
Gorillas Technologies GmbH
05.2021 - 09.2023
Manager in Training
Gorillas Technologies GmbH
10.2020 - 05.2021
Hogeschool Inholland
Bachelor of Arts from Creative Business
04.2001
Hogeschool Inholland
Bachelor of Arts from Business Innovation
04.2001
Bucharest Beirut International School
High School Diploma
04.2001

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Sergiu PuscasuCustomer Support Manager