Ludmila Zaplitnaia
Leading customers to success. With a smile and a plan.
Amato,Catanzaro
Summary
Hi all,
I am an enthusiastic and people-oriented person with more than 10 years of experience in different customer-facing positions acquired at a German multinational SaaS-company and at Italian manufacturing companies. Empathetic person with strong communication skills. Experienced Customer Service Representative dedicated to providing excellent service to current and new customers. Native in Russian and fully fluent in German, English, Italian and Romanian. Comfortable working in fast-paced environment attending to customer service needs including incoming calls, product questions, issue resolution and order processing.
Overview
12
12
years of professional experience
Work History
Export Sales Manager: EMEA and Oceania
MAUCOTOOLS Srl
Marcellinara, Italy
05.2021 - Current
- Identification of new leads, verification of needs and offering the most suitable solutions; maintenance of good relations with existing clients.
- Management of contract negotiations, pricing policy, follow up on billing process and logistics.
- Generation of new business relations in target markets; networking across different sales channels.
- Keeping track of all details related to a client, from personal information to purchase history etc.
- Keeping abreast with market trends, industry developments and competitors.
- Collect customer feedback to improve services and apply best practices.
Maternity Leave and Volunteering Activities
_
08.2019 - 05.2021
- Collaborated with local organization Pro Loco Amato to develop with other citizens different forms of tourist attraction for our little community.
Export Manager: CIS
SIR MECCANICA SpA
Germaneto, Italy
11.2017 - 08.2019
- Market research and cold acquisition of the customers via telephone and email
- Incoming request examination of potential customers and provision of the best-fit solutions
- Management of the customer database
- Verification of payment process and preparation of export documentation.
- Development of CIS market for metalworking products
Customer Care Specialist and Project Manager
TRANSPORON GmbH
Ulm, Germany
09.2012 - 11.2017
- Project management of system implementations in time and within budget from the first Kick-Off Meeting through design and functionality definition, requirements specification, project plan elaboration followed by testing phase with the IT departments till the Go Live.
- Instructor of onsite and remote (video-, phone-) trainings in different languages.
- Intensive collaboration with Product Management, Customer Success Management, DevOps, Sales Team and Accounting.
- Took ownership of customers issues to follow problems through to resolution.
- Kept accurate records to document service actions and discussions.
- Maintained and managed customer files and databases.
Education
Master of Arts - Italian Philology; Political and Social Studies
Julius Maximilians University
Wuerzburg, Germany01.2012
Studies of Italian Literature; Italian Language Course
Universita Degli Studi Di Padova
Padova, Italy07.2008
Graduation - German and English Language
Alecu Russo State University
Balti, Moldova01.2003
German Language Course B2
Das Deutsche Kulturzentrum Jassy (Goethe-Institut)
Iasi, Romania01.2002
Skills
- Excellent communication skills (written and verbal); confident dealing with customers and suppliers; active listener
- Customer Relationship Management (CRM)
- Client Relations
- Conflict Resolution
- IT skills:
Microsoft Office: Word, Excel, Power
Point, Outlook
Project Management Software:
Redmine, JIRA, Asana
CRM software: CRMinCloud
(TeamSystem)
Others: SAP (basic), Google Drive
apps, Brevo (ex sendinblue), Social
champ, Mexal (passepartout)
Additional Work Experience
- 02/2007- 02/2012, Personal Assistant, STIP srl, Balti, Rep. Moldova.
Interpretation during the meetings and conferences from and in Russian, German, Italian, English.
- 2009 - 2012, Hostess and Interpreter, MeKonDi GmbH, Ratingen, Germany.
Interpretation during the conferences. Receiving and hosting the visitors at stands etc.
- 2002 - 2012, Seasonal Jobs during the studies in catering and hospitality industry.
Personal Information
Date of Birth: 04/08/81
Place of Birth: Balti, Rep. Moldova
Hobbies: Classic Literature, Modern Theater and Cinematography, Cooking, Travelling
Training
- Business English B2 (O´CONNOR Language and Communication for Business; Ulm, Germany)
- Optimization of business cooperation (O´CONNOR Language and Communication for Business; Ulm, Germany)
- Diplomacy and De-escalation Training (INVENTI Consulting; Krakow, Poland)
Timeline
Export Sales Manager: EMEA and Oceania
MAUCOTOOLS Srl
05.2021 - Current
Maternity Leave and Volunteering Activities
_
08.2019 - 05.2021
Export Manager: CIS
SIR MECCANICA SpA
11.2017 - 08.2019
Customer Care Specialist and Project Manager
TRANSPORON GmbH
09.2012 - 11.2017
Master of Arts - Italian Philology; Political and Social Studies
Julius Maximilians University
Studies of Italian Literature; Italian Language Course
Universita Degli Studi Di Padova
Graduation - German and English Language
Alecu Russo State University
German Language Course B2
Das Deutsche Kulturzentrum Jassy (Goethe-Institut)
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