Horia Campean
Prague
Summary
Customer service professional with strong background in managing customer interactions and resolving issues promptly. Committed to enhancing team collaboration and achieving consistent results. Recognised for adaptability in dynamic environments and proficiency in handling customer concerns and inquiries.
Overview
12
12
years of professional experience
Work History
Senior Customer Service Representative
Norsk Global
London
09.2019 - 05.2025
- Operations Management: Managed end-to-end shipment bookings and effectively coordinated with carriers and third-party partners to ensure timely import/export delivery.
- Systems & Efficiency: Processed over 100 emails and tickets daily using Salesforce Service Cloud and Jira, consistently meeting strict response time SLAs.
- Mentorship & Training: Acted as a senior resource for the department; trained and mentored new starters over the last 2 years, conducting side-by-side coaching to ensure rapid on boarding.
- Problem Resolution: Utilised in-house monitoring systems to proactively identify shipment delays, providing accurate quotes and solutions to maintain high customer satisfaction scores.
- Process Improvement: Developed troubleshooting guides and improved CRM documentation to streamline workflows for the wider team.
- Customs Resolution: Directly contacted international customs authorities to investigate clearance holds, negotiating solutions to expedite shipment release and minimise delays.
Customer Service Advisor
Wyevale Garden Centre
Brentford
07.2018 - 09.2019
- Multi-Channel Support: Managed high-volume support via email (60+ daily), inbound calls (30+ daily), and live chat, resolving payment disputes and technical inquiries.
- Leadership Support: Stepped in to substitute for management during weekends and peak periods, ensuring seamless floor coverage and operational continuity.
- Sales Performance: Consistently achieved company sales targets through proactive customer engagement and tailored solution selling.
Customer Care Representative
Panasonic UK
Cluj-Napoca
10.2016 - 05.2018
- Technical Support: Tested and evaluated TV/AV products to ensure quality functionality and provided technical assistance to end-users.
- Documentation: Created comprehensive troubleshooting guides and weekly reports to track common product issues and improve the support experience.
- Conflict Resolution: Handled difficult cases and warranty counselling, utilising mediation techniques to de-escalate frustrated customers and manage expense claims effectively.
Mover/Packer
Gentle Giant Moving Company
Seattle
06.2015 - 09.2015
- Customer Engagement: Interacted directly with clients to manage expectations and ensure complete service satisfaction during high-stress relocation.
- Logistics Efficiency: Sorted cargo systematically for accurate shipment, minimising delays and enhancing team productivity.
- Service Delivery: Executed preparation tasks and assembly at customer locations, ensuring high standards of care for personal property.
Mover
Interstate Moving and Relocation
Springfield
06.2013 - 10.2013
- Documentation & Compliance: Completed detailed paperwork accurately, including inventory lists and delivery receipts, to ensure accountability.
- Client Communication: Addressed customer inquiries promptly, providing high-quality service and status updates throughout the move.
- Inventory Tracking: Labelled packages systematically to effectively track client items and ensure 100% order fulfilment before departure.
Education
Hospitality/Business Management
London College of Contemporary Arts
LondonMaster's - Regional Planning and Development
Babes-Bolyai University
Cluj-NapocaBachelor's - Geography
Babes-Bolyai University
Cluj-NapocaSkills
- CRM Systems & Ticketing Tools (Advanced)
- Data, Reporting & Performance Metrics
- Process Improvement & Documentation
- Remote Work & Time Management
- Stakeholder & Third-Party Coordination
- De-escalation & Conflict Resolution
- Customer support
Accomplishments
Helped reduce repeat inquiries by improving internal CRM documentation and troubleshooting guides, making processes clearer for the wider team.
Recognised by management as a senior subject-matter resource for import/export and carrier coordination issues.
Contributed to smoother operations by proactively monitoring shipments and flagging risks before customer impact.
LANGUAGES
Romanian
Native or Bilingual
English
Native or Bilingual
Timeline
Senior Customer Service Representative
Norsk Global
09.2019 - 05.2025
Customer Service Advisor
Wyevale Garden Centre
07.2018 - 09.2019
Customer Care Representative
Panasonic UK
10.2016 - 05.2018
Mover/Packer
Gentle Giant Moving Company
06.2015 - 09.2015
Mover
Interstate Moving and Relocation
06.2013 - 10.2013
Master's - Regional Planning and Development
Babes-Bolyai University
Bachelor's - Geography
Babes-Bolyai University
Hospitality/Business Management
London College of Contemporary Arts
LINKS
LinkedIn