Kennis, opleidingen en ervaring:

Opleiding: Universitair

Stages en werkervaring: Junior account manager
Top Flora, Aalsmeer, the Netherlands
10/2010 – 03/2013

Top Flora, a part of Ciccolella concern, is one of the leading providers of cut-flower products throughout Europe.

My role included:
support of two german accounts with daily visits to the sales sites, telephone and electronic communication with the customers, providing pricing and operational information, handling and resolving issues
weekly meeting the customer accounts' manager to provide current product information, receive feedback, resolve quality and service issues and facilitate the sales
communication with the sales team Germany, direct reporting to the senior account manager and the sales director, providing actual information from the points of sales
monitoring and analysis of sales in order to provide the data for the sales team to help to work out sales strategies and facilitate reaching the sales targets

Key Achievements:
I have improved the reporting to the sales team by introducing an up-to-date informational digest of current account issues and resolution suggestions
I have helped to improve the communication with the accounts, in order to achieve a better level of customer satisfaction, facilitate the sales and elevate the company's profile
I have helped to improve the coordination of service at the points of sales through training the service forces in order to achieve better connections with the accounts and back-up the sales
I made field marketing research and reported to the sales director on potential accounts


Shop manager / florist
Blumenhaus Georg, Cologne, Germany
03/2005 – 10/2010

Blumenhaus Georg is a family-owned small-size enterprise with two points of sales of flowers and plants in the upmarket areas of Cologne.

My role included:
dealing directly with clients, processing orders, offering flower products, finding solutions to customers' needs and resolving eventual complaints
overviewing the stock and accomplishing purchase, pricing, invoicing and accounting
monitoring and coordinating three employees, leading the team work, allocating orders and monitoring production and sales
Key Achievements:
I have helped to elevate the profile of the enterprise through improving the level of service at the points of sales, extending the variety of products and creating the unique style and offer
I have helped to promote the opening of the second point of sales, organized and accomplished advertising and public relationships
I have created an online-shop and maintained electronic and telephone customer communication, processing of on-line orders, coordination of delivery, invoicing and issues resolution, monitoring and application of online marketing means


Client service clerk
Admiral Tours, Moscow, Russia
03/2002 – 09/2003

Admiral Tours is an irish-owned travel and real estate agency operating in South Spain and Canary Islands.

My role included:
dealing with customers in the after-sales, offering travel solutions and resolving issues and complains, reporting to the client service manager and the managerial director
creating travel packages, dealing with travel partners, pricing, managing administration of travel documents and invoices

Key Achievements:
I have established contacts with new travel partners and maintained a good level of office administration
I have helped to increase customer satisfaction through personal input and creative approach to customer service


Shop assistant
Port Alliance duty free shop, Moscow, Russia
12/2000 – 02/2002

Port Alliance is a trade company owning several duty free shops at the airports of Moscow.

My role included:
dealing with customers at the point of sales, active consulting and selling of products
overviewing cash-flow and reporting to the cash manager

Key Achievements:
I regularly took part in product and customer communication trainings
I have achieved a team-leader's position at the point of sales

Opleidingen en cursussen: MSc in Leisure, Tourism and Environment
Wageningen University, Wageningen, the Netherlands
09/2003 – 03/2005
Successfully defended the master's thesis and obtained a master's diploma


English and Economics
Moscow University of Foreign languages, Moscow, Russia
09/1995 – 06/2001
Successfully defended the graduation thesis and obtained a university diploma


Secondary school education
Secondary school 7, Domodedovo, Moscow region, Russia
09/1980 – 06/1990
Passed graduate secondary-school examinations and obtained general qualification for university entrance

Learning German through playing in theater (Theater spielend Deutsch lernen)
Volkshochschule Köln, Cologne, Germany
06/2006 – 12/2008
Played different parts in German at the VHS Theatre Group of Cologne

German as a second language
Volkshochschule Köln, Cologne, Germany
03/2005 – 11/2008
Passed examinations and obtained the Goethe-Institutes's certificates of language proficiency KDS and GDS

Business accounting
American Institute of Business and Economics, Moscow, Russia
01/2003 – 08/2003
Passed entrance examinations and took part in a course of business accounting in English

Foreign currency cashier
Moscow School of Economics
02/2001 – 05/2001
Took part in a professional training program and obtained the attestation certificate

Overige informatie:

Rijbewijs: B

Eigen vervoer: Nee

Persoonlijke eigenschappen: Empathy and intuition give me the ability to put myself into other people's position, which allows me to understand and feel other people's wishes and needs. These characteristics are natural to me and I have made use of them throughout my career with the advantage towards customer satisfaction level in my work with clients.

Ability to communicate and politeness allow me to put information in a clear and understandable manner and lead a structured conversation with the purpose of serving customer on a satisfying level being able to bring forward my arguments in a logical and convicting way when necessary.

Capacity for teamwork and reliability give me the possibility to team-up and cooperate in achieving mutual goals as well as to contribute to the joint work in an enterprise in the best possible way.

Learning capacity and readiness of mind make it possible for me to acquire knew knowledge, undergo professional trainings and adopt new skills efficiently and with a good breadth of understanding. I am particularly interested in computer software applications.

Persistency helps me to consolidate my abilities towards successful resolution of problems and carry out a consequent approach towards achieving set goals.

Hobby's en interesses:

Gewenste contractvorm: Fulltime