Laura Timea Bereczki
Hialeah,FL
Summary
With nine years of experience in Salesforce, I am a dedicated quality assurance professional excelling in project management, customer relations, and quality coordination. Currently serving as a Quality Assurance Officer at TeleDirect BPO Kft for Wizz Air LTD, I have a proven track record of developing and maintaining high standards in training and quality assurance processes. As an end-user of Salesforce, my expertise streamlines processes enhances data management, and optimizes operational efficiency. Additionally, I hold three Salesforce certifications: Salesforce Certified Associate, Salesforce Certified Administrator, and Business Analyst Certification, highlighting my commitment to leveraging Salesforce for organizational success.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Quality Assurance Officer
TeleDirect BPO Kft
02.2023 - Current
- Conduct comprehensive training sessions for new agents and service providers, ensuring the providers are well-equipped with the necessary knowledge and skills
- Develop, update, and create training materials to reflect current best practices and company standards
- Monitor and evaluate the quality of service provided, ensuring adherence to company guidelines and protocols
- Implement quality control measures to ensure high levels of customer satisfaction
- Analyze customer feedback and service metrics to identify areas for improvement and implement necessary changes
- Collaborate with cross-functional teams to ensure training programs are aligned with organizational goals and objectives
- Provide ongoing support and coaching to agents and providers to foster continuous improvement and professional development.
Customer Relations Project Manager
Wizz Air Hungary LTD
03.2019 - 02.2023
- Directed the Customer Relations team, establishing transparent procedures to ensure a predictable and positive customer experience
- Managed and led a team of 50+ agents, overseeing daily operations and ensuring high performance
- Maintained up-to-date knowledge of process changes and possessed advanced expertise in commercial aviation and related IT systems, including Navitaire Skyspeed, Salesforce, Adyen, WireCard, and Microsoft Office Suite (Excel, Word, PowerPoint)
- Reported directly to the Customer Experience Management team, providing insights and updates on performance and quality metrics
- Fostered strong relationships with stakeholders, including airports, operations management, and other service providers
- Oversaw the recruitment, training, and development processes for new team members, ensuring they were well-prepared for their roles
- Ensured the highest quality standards in claim handling procedures, customer communication, and service delivery
- Provided monthly feedback to agents, focusing on performance improvement and skill development
- Identified team strengths and weaknesses, promoting the use of empathetic and clear communication strategies
- Developed and facilitated personal development plans for team members, ensuring all targets were met and exceeded.
Customer Relations Specialist
Wizz Tours LTD
01.2018 - 02.2019
- Managed and resolved incoming claims related to delayed flights, incorrect hotel addresses, substandard accommodations, and other service issues impacting vacation experiences
- Provided prompt and empathetic customer service to address and resolve issues efficiently, ensuring customer satisfaction
- Coordinated with hotels, airlines, and other service providers to rectify issues and improve service quality
- Documented and tracked all customer interactions and claims to ensure accurate and thorough resolution
- Utilized conflict resolution skills to handle escalated complaints, maintaining a calm and professional demeanor
- Identified patterns in customer complaints to recommend improvements in service delivery and product offerings
- Maintained a comprehensive knowledge of travel packages, company policies, and industry regulations to provide accurate information and assistance to customers
- Assisted in creating and updating customer service protocols to enhance response times and service quality
- Provided feedback to management on recurring issues and potential areas for service enhancement.
Airport Helpdesk Supervisor
Wizz Air Hungary LTD
09.2015 - 12.2017
- Managed incoming calls from the airport, addressing and resolving issues swiftly to ensure seamless operations
- Handled immigration issues and notified passengers of cancellations or schedule changes through email and SMS
- Updated web notices to keep passengers informed of any changes or important information
- Created detailed reports and statistics to monitor performance, identify trends, and improve service quality
- Developed and implemented protocol improvements to enhance operational efficiency and customer satisfaction
- Provided leadership and support to helpdesk staff, ensuring adherence to company standards and procedures.
Night Shift Supervisor and Airport Helpdesk Agent
Wizz Air Hungary LTD
06.2015 - 12.2017
- Managed incoming calls from the airport, addressing and resolving issues swiftly to ensure seamless operations
- Handled immigration issues and notified passengers of cancellations or schedule changes through email and SMS
- Updated web notices to keep passengers informed of any changes or important information
- Handled all incoming calls from Romanian, Hungarian, and English-speaking customers, providing excellent service and support
- Assisted customers with online purchases, ensuring a smooth and efficient transaction process
- Promptly resolved customer complaints via email and phone, maintaining a high level of customer satisfaction.
Customer Service Representative
Wizz Air Hungary LTD
12.2014 - 05.2015
Production Assistant
BTI Studios
10.2007 - 05.2014
- Collaborated with actors to record voiceovers using specialized PC software, ensuring high-quality audio production
- Assigned roles to actors, managing the distribution of voice parts effectively
- Assisted in completing daily production tasks, including creating subtitles in Hungarian and Romanian for various TV channels such as History Channel, Film Mania, Film Cafe, Reality Channel, BBS Channel, Food Channel, Life Channel, Minimax, Cartoon Network, and Jim Jam
- Utilized Romanian, Hungarian, and English languages daily to facilitate communication and complete tasks efficiently.
Tour Guide
TRAMP TRAVEL
05.2007 - 10.2007
- Led guided tours for groups of tourists, providing engaging and informative commentary on historical sites, cultural landmarks, and local attractions
- Assisted travelers with logistical arrangements, including transportation, accommodations, and itinerary planning, ensuring a seamless and enjoyable travel experience
- Addressed and resolved any issues or concerns promptly, maintaining high levels of customer satisfaction and fostering positive relationships with clients.
Education
Trailhead by Salesforce
04.2022
Bachelor of Engineering (BE) -
Universitatea din Oradea
01.2005
Skills
- Quality Auditing
- Business Analysis
- Cross-functional Team Leadership
- Customer Service
- Multitasking
- Organization and Time Management
- Teamwork and Collaboration
Certification
- Salesforce Certified Associate
- Salesforce Certified Administrator
- Business Analyst Certification
Other
trailblazer.me/id/bereczkilaura
Personal Information
Title: 3 x Salesforce Certified || Trailhead Ranger || Project Manager
Languages
English
Full Professional
Spanish
Professional Working
Hungarian
Native or Bilingual
Romanian
Native or Bilingual
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Software
Salesforce
Work Preference
Work Type
Full TimeWork Location
HybridRemoteOn-SiteImportant To Me
Career advancementFlexible work hoursPersonal development programsWork-life balanceInterests
Formula 1
Salesforce
Timeline
Quality Assurance Officer
TeleDirect BPO Kft
02.2023 - Current
Customer Relations Project Manager
Wizz Air Hungary LTD
03.2019 - 02.2023
Customer Relations Specialist
Wizz Tours LTD
01.2018 - 02.2019
Airport Helpdesk Supervisor
Wizz Air Hungary LTD
09.2015 - 12.2017
Night Shift Supervisor and Airport Helpdesk Agent
Wizz Air Hungary LTD
06.2015 - 12.2017
Customer Service Representative
Wizz Air Hungary LTD
12.2014 - 05.2015
Production Assistant
BTI Studios
10.2007 - 05.2014
Tour Guide
TRAMP TRAVEL
05.2007 - 10.2007
Trailhead by Salesforce
Bachelor of Engineering (BE) -
Universitatea din Oradea
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