Otilia Puiu

Empathic, friendly and energetic with 5+ years of waitressing experience. 

Receptionist 

August 2021 to December 2021 

Located in: Exeter 

Address: 15-16 Richmond Rd, Exeter EX4 4JA

Tel: 01392 213526 

Employer name:  Petra Merkel (Hotel manager) 

Job description:

• Taking enjoyment in working in a team with confidence, energy, passion, and integrity to provide memorable services and exceed customer expectations 
• Being the first point of contact for all calls and visitors, providing the appropriate responses and actions. 

• Displaying advanced customer service competencies by ensuring all guests received prompt and attentive service.

• Thriving within high-volume environments, managing bookings of over 120 guests per shift.

• Showing confidence in talking to guests and having a positive, optimistic outlook 

• Upselling customers effectively (e.g., premium bar brands, appetizers, and desserts) 

• Earning a reputation as an expert in handling difficult and hard-to-please guests. On numerous occasions, turned unhappy guests into returning customers.

• Repeatedly praised by kitchen and bar staff for clearly communicating with them customer preferences and special requests to minimize confusion, send-backs, and delays.

• Taking payments 
• Answering and redirecting inbound/outbound telephone calls, emails (outlook) with empathy and professionally.
• Demonstrating empathy, a sense of humour and being approachable to everyone, being a people person.
• Communicating effectively in many languages to resolve client enquiries with patience, efficacy, and empathy.

Customer Service Advisor at Sitel- John Lewis Support 

September 2021 to October 2021

Located in: Exeter

Address: 3 Manor Court, Dix's Fld, Exeter EX1 1ST

Tel: 0118 940 1888

Employer name: Matthew Goss

  Job description: 

• Working within a very fast-paced environment, under pressure, to achieve tight deadlines, responding to a new customer every minute, and helping with their questions in a calm and empathetic manner to ensure they are happy.

• Thriving within high-volume environments working with energy, passion, and integrity, responding, and offering service to 400 guests per shift.

• Upselling customers effectively (e.g., premium brands), outperformed customer service advisor staff average sales by up to 15%.

• Earning a reputation as an expert in handling difficult and hard-to-please customers. On numerous occasions, turned unhappy customers into returning customers.

• Communicating with confidence with customers to ensure that they feel welcomed and special.

• Answering and redirecting inbound/outbound telephone calls, emails (outlook), using Microsoft Office professionally. 

• Communicating in many languages depending on the customer’s first language with empathy and a sense of humour. 

Waitress and bartender at Crowne Plaza Plymouth, an IHG Hotel

Crown Plaza Hotel, Bryant Park Hospitality, UK Ltd - Plymouth September 2019 to January 2020

Located in: Plymouth.

Address: Armada Way, Plymouth, PL1 2HG, Devon, England, UK. Tel:01752 639988

Employer name: Luis Gonzales  

Job Description: 

• Thriving within high-volume environments, serving over 400 guests per shift. 

• Upselling customers effectively (e.g., premium bar brands, appetizers, and desserts) and optimized table-turns.

• Earning a reputation as an expert in handling difficult and hard-to-please guests. On numerous occasions, turned unhappy guests into returning customers.

• Operating the till, daily cashing out and taking customer payments.

• Repeatedly praised by kitchen and bar staff for clearly communicating guest orders, preferences, and special requests to minimize confusion, send-backs, and delays.

• Displaying advanced customer service competencies by ensuring all guests received prompt and attentive service.
• Responding to inbound/outbound customer queries and questions and solving them with empathy and efficacy.
• Communicating in different languages to customers from different countries. To ensure maximal customer satisfaction
• Providing customer service and administrative services, answering telephone queries, and redirecting calls.

Waitress at Millennium Hotel - Plymouth September 2019 to November 2019

Located in: Plymouth.

Address: Armada Way, Plymouth, Devon, PL1 1AR, England, UK; Tel: 01752224161

Employer Name: Kamal Kamal

Job description:

• Delivering a professional dining experience with seamless service whilst maintaining the sense of fun

• Thriving within high-volume environments, serving up to 200 guests per shift, offering exceptional customer service. 

• Repeatedly being praised for paying attention to detail when laying tables and making serviette folds.

• Responding and solving customer queries with patience and quickly by communicating with them in their language to make them feel understood and ensure their happiness and satisfaction with the services provided.

• Upselling customers effectively (e.g., premium bar brands, appetizers, and desserts) and optimized table-turns. 

• Earning a reputation as an expert in handling difficult and hard-to-please guests. On numerous occasions, turned unhappy guests into returning customers.

• Hosting functions, parties and events dealing with emergencies and hard to please customers. 

Administrator

Nimble Care- Mental Health Care Company - Chippenham November 2017 to November 2018

Address: David Brown Travel, 3 Station Hill, Chippenham SN15 1EQ.

Mobile: +447715218129.

Tel: 01249 444022.

  Job description:

• Working in line Dignity and Diversity policy, being empathic and approachable. 
• Using the entire Microsoft Office suite (MS Excel, MS Word, Outlook).
• Helping in the making of the company’s website 
• Working directly with the general manager 
• Paying attention to detail and working to achieve tight deadlines. 

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Waitress and Bartender /Front of house staff

GBK Ltd Gourmet Burger Kitchen (GBK)- Bristol

August 2017 to October 2017

Address: Cabot Circus, Glass Walk, Unit SU71, Bristol BS1 3BT 

Employer Name: Dariusz Trachta 

Telephone: 0117 927 9997

Job description:

• Displaying advanced customer service competencies in every position held by ensuring all guests received prompt and attentive service.

• Delivering a professional dining experience with seamless service whilst maintaining the sense of fun

• Working with team ethic and confidence to achieve tight deadlines.

• Thriving within high-volume environments, serving up to 120 guests per shift.

• Upselling customers effectively (e.g., premium bar brands, appetizers, and desserts) and optimized table-turns; outperformed waiting staff average sales by up to 15%.

• Earning a reputation as an expert in handling difficult and hard-to-please guests. On numerous occasions, turned unhappy guests into returning customers.

• Repeatedly praised by kitchen and bar staff for clearly communicating guest orders, preferences, and special requests to minimize confusion, send-backs and delays.

Waitress 

Boswells Café – Chippenham 

August 2017 to October 2017

Address: Emery Gate Shopping Centre, Kiosk 1-2, Emery Gate Shopping Centre, 

Emery Lane, Chippenham, SN15 3JP

Telephone: 01249 461177

Employer Name: Sherley 

Job description: 

•    Providing fast friendly service and building a base of repeat customers by being energetic and working with team ethic 

•   Delivering a professional dining experience with seamless service whilst maintaining the sense of fun

•    Developing specialty coffee drinks to be featured on our monthly menus 

•    Maintaining a clean and neat workspace at all time

•    Filling in for ill or absent co-workers.

•    Working in team with passion and energy to satisfy clients’ requirements.

•    Ensuring top quality products (food and drinks)  .

EDUCATION

Year 1 Psychology 

University of Exeter- Exeter 

September 2021 to May 2022

Current Course 

• Studying Diversity and Equality, human behaviours and interpersonal skills 
• Managing own workload to meet deadlines 
• Studying mathematics, statistical tests (Binomial tests, Wilcoxon-matched pair tests etc.
• Using MS Excel, MS Word, and Outlook responding to daily emails. 

Year 1 Biomedical Sciences    

Anglia Ruskin University – Cambridge 

September 2020 to April 2021

Achieved 1:1         120 credits. 

• Working as part of a team to achieve tight deadlines by communicating in many languages effectively 
• Paying attention to detail. 
• Using a Microsoft Office MS Excel, MS Word. and Outlook - IT qualification
• Mathematics including statistical tests (Chi-square tests, T-tests, Z tests etc.) and Biochemical mathematics 

Foundation Degree in Biomedical Sciences 

University of Plymouth -Plymouth 

September 2019 to May 2020

Achieved 1:1         120 credits. 

• working as a team with energy, integrity, enthusiasm combining hard work with a sense of humour to achieve tight deadlines 
• Using Microsoft office, MS Excel, MS Word, and Microsoft Outlook 
• Biochemical Mathematics).

A level in Biology, Chemistry. Spanish

City of Bristol College - Bristol September 2017 to June 2019

GCSE or equivalent in 9 subjects A*- B   

Sheldon School - Chippenham September 2013 to June 2017

B in Mathematics 

A in English