The document is a cover letter and resume submitted by Mirela-Maria Moldovan for a new position. She has over 15 years of experience in customer service, operations, and logistics roles focused on transportation and shipping. Her objective is to use her knowledge and experience to advance her career at a company that offers opportunities for growth.

1. Dear Sirs,
My professional education and my experience through all these years and other activities field,
engineering, sales, accounting, transportation, all these encouraged me to send you this
message and to advance you my strongly wish to collaborate with your company.
The professional education, engineer in motor-vehicle field, this structured me as an organized
person, logical and with great capacity to synthesize and to obtain the best efficiency.
Communication skills earned in other experienced period makes me to be persuasive, to sustain
my ideas and to obtain the best resolution, to adapt the debate and the methods according to the
interlocutor.
My actual job, is to execute the sales and returns order management process following
commercial and logistic agreements with customers and returnable packaging material policies.
To perform the complaint management process and collaborate with customers to drive
improvements in customer satisfaction, service level, cost optimization and asset utilization. To
build relationships with customers, generating trust and credibility and proactively fulfil customer
service requirements. To understand customer logistic realities, specificities and limitations. To
act as a single point of contact for customer complaints, to solve disputes and lead the claims
solving process. To resolve effectively customer complaints by assessing the root causes and
taking the right counter and preventive measures. to develop and maintain constructive and
cooperative working relationship with all stakeholders and all customers, ensuring cross-
functional alignment.
My previous job was based on my skills and qualifications, I used all these, I was the key point of
contact for shipping issues, between company and the customers, between company and our
services suppliers. I succeed in obtain an important amounts in credit notes or amounts
recovered from the payers, from the customers. To obtain all these I always used the
argumentation based on logical explanation, corrects, detailed paperwork, statements – all these
made and checked by me to be complete and to sustain, for each point, every item or idea, the
whole argumentation.
Kindly, note that to obtain the Credit Notes activity, is not just a simple request due to a claim
received from the customer, from the beneficiary. The whole process was based on a very detail
research, from the beginning till the end of the disputed /debatable services, to obtain every
document or information which can support / justify the claim or credit request.
Each detail becomes to be analyzed, carefully, because started with such a detail, can be built a
justify motivation capable to eliminate any eventual declines / to except against. Is about a real
negotiation process, debate based on the facts, paperwork, logical deductions and persuasion.
All of these for one purpose only, to prove without any doubt my point of view and to obtain the
credit acceptance, to solve the claim issue.
The entire these requests were sent in write, in English language, throw the whole International
Network and the persons in charge ref the company activity in our country area.
Consider that the best and real presentation, exposure, is the result of the actions.
I like to use, as much as possible, most of my knowledge acquired in professional activity, I
strongly consider that the profession is an important extension of our life. I like to work, to evolve,
I am not shame to wander, to ask questions – when is need and I am totally pleased if at the end
of the day I have found a winning day.
I will be really honored if you will consider too that my education and experience profile is
adequate with the presented position. And I really hope that a very next meeting will be
conclusive and the selection will be the best for the both parts.
I am looking forward your reply,
Your faithfully,
Mirela-Maria Moldovan
0744 399 800

2. Objective Using my knowledges and experience for a company who can offer
the possibility of evolution.
Personal
informations
Birth date: 04 Aug 1967
Adress: Ploiesti,
Driving License: Cat. B
Experience 2016 – in present: HEINEKEN Romania
Customer Service Specialist
• following commercial and logistic agreements with customers
and returnable packaging material policies;
• perform the complaint management process;
• collaborate with customers to drive improvements in
customer satisfaction, service level, cost optimization and asset
utilization;
• act as a single point of contact for customer complaints, to
solve disputes and lead the claims solving process;
• resolve effectively customer complaints by assessing the root
causes and taking the right counter and preventive measures;
• develop and maintain constructive and cooperative working
relationship with all stakeholders and all customers;
• ensuring fully compliance with local legislation and company
policies (Quality, Safety, Environment, Performance Management
and any other policies);
• acting towards complaint prevention by anticipating and in
time solving of potential future dysfunctionalities.
2002 – 2016: I.R.S. Ltd Otopeni – licensee of Federal
Express
International Operations Agent
• Permanent contacts with International Network ref Export /
Import activity and ref the payments in/out;
• Claims and justify the credit requests regarding the
0744 399 800
moldovan.mirela_maria@yahoo.com
MIRELA - MARIA MOLDOVAN

3. shipments;
• Check the Statements / Payments to the external and local
partners / suppliers;
• Solve the issues ref the payment denials for inbound /
outbound shipments;
• Analyse and solve issues regarding claims and Credit Notes;
• Monitoring and solve customer claims;
• Permanent support to int / ext network;
• Monthly analysis and reconciliations;
• Provide customs legislation consultancy;
• Develop and maintain working relationship with the
customers;
• Maintain the relationship with our customers in order to
prevent delays or damages;
• Claim management – provide explanations and solutions for
operational issues;
• Communication to internal Operational Departments;
• Permanent contact with Marketing and Financial
Departments;
Due to my analytical skills and very good observations checking all
statements from our services suppliers, also using the communication
based on justified reasons as an important instrument, I have solved
important issues regarding payment amounts in the benefits of actual
company. That is why I have to give my approval before the
payments to our partners.
2000 nov – 2002 sept: SC LANDCAR SRL
(automotive accessories
Executive Manager
• Commercial Company for automotive field (car accesories) for the
most important customers in the area.
• Ensure and provideTechnical support
• Select the suppliers regarding the delivery and payments terms;
• Organize meetings and seminars;
• Establishing the optimal stock level;
• Follow up and justify the investments;
• Constant exchange of informations with suppliers and customers
2000 may – 2000 nov: SC MECOM SRL (automotive
accessories)
Assistent Manager
• Systematically registration of documents (primary accountancy with
Neo Manager program)
• Analyse and centalise the offers;
• Commercial activity, purchasing, payments.
• Select the suppliers regarding the delivery and payments terms;
• Record, keep and file various documentations;

4. • Preparation of monthly and quarterly company raports;
• Organize meetings and seminars;
• Establishing the optimal stock level;
• Follow up and justify the investments;
• Constant exchange of informations with suppliers and customers.
1991 – 2000: SC Profesional Auto Service S.A.
Engineer
• Training the service agents – Automotive field;
• Technical background as service or technical advisor;
• Planning and ensure the materials / technical support for services
and maintenance;
• Translations for all necessary documentations;
• Solutions for the increasing the number of clients;
Education 1985 –
1991
Polytechnic Institute - Bucharest
Transport Road Vehicles (Automotive Engineer)
1981 –
1985
College “Mihai Viteazul”, Ploiesti
Courses 2003 Delos Consulting - Customs Legislation
2002 ARR – Course to manage road transportation
activity
2001 Accounting course Neo Manager Program
2000 A.N.E.V.A.R.
Evaluation Course - Evaluation Methods
1999 ARTSOFT - Accounting course
1998 U.P.G. Ploiesti - Psychology and Methods Course
1995 PRODES - PC Course
PC Word, Excel, PowerPoint, Outlook Express
Languages • English
• French