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Curriculum Vitae

informatii personale

 

M 25.06.1994

Stagiu militar: da

obiectiv

 

Salariu: 3.000,00 USD / luna

Tip job: Part time, Full time

Departament: Office / Back-office / Secretariat, Internet / e-Commerce, Telecomunicatii, Relatii clienti / Call center, Statistica / Matematica, Controlul calitatii, IT Software

Oras de lucru: Bucuresti

Nivel Cariera: Mid-Level (2-5 ani)

Disponibil: oricand

experienta profesionala

 

01.10.2018 - prezent

Departament: administrativ / logistica

Titlu Job: dispatcher / regional service manager

Responsabilitati:

My main responsibility here is the routing of technicians and setting up events for the service and
maintenance of Mood Media provided services for all clients in the given region. A discerning eye
is needed to evaluate all the incoming requests and schedule them according to priority. Strong
leadership skills are a must when coordinating all the technicians in the field and serve as the
primary company point of contact. Good communication skills are my bread and butter to
negotiate with clients whenever our resources are spread thin and their expectations can’t be
reached.
■ Customer and inter-department support: receiving tickets submitted by customer support and other
departments and scheduling events for technicians to resolve within the standard service agreement for each
account; reviewing each task to ensure proper troubleshooting and workflow steps have been followed before
processing further; offering inter-departmental support on dispatch processes and workflows; managing
availability on department queue in order to respond to customer inbound calls
■ Technician support and logistical coordination: direct tech support for all technicians in the field,
escalating their findings to system engineers and researching client equipment issues as needed; ensuring that
technicians follow the correct scope of work and procedures in the field; balancing workload between area
technicians; checking and resolving all conflicts in the schedule; placing orders for needed equipment &
coordinating their delivery;
■ Region representative and single point of contact: balancing each client’s needs based on their
contract; coordinating with the field operations management, installation coordinators and other regional
parties via weekly meetings
■ Sales & subcontractor segotiation: subcontracting freelance technicians as needed to assist with
requests that internal technicians could not handle; negotiating subcontractor hourly rates; speculating sale
opportunities and capitalizing on them;
SUMMARY
WORK EXPERIENCE
■ Billing and admin: processing purchase orders and filling them with the needed billing information;
verifying each internal ticket after its completion by the technician in the field to ensure all costs are
documented correctly for billable equipment and labor before submitting it to the billing department

01.05.2018 - 31.10.2018

Departament: relatii clienti / call center

Titlu Job: client support representative

Responsabilitati:

• Receiving inbound calls, making outbound calls when needed and making sure they are recorded in the system application
• Ensure that incoming calls are recorded in the system application
• Provide the clients with information regarding the status of their incidents
• Report technical problems following specific procedures
• Clarification of billing issues

01.04.2017 - 31.05.2018

Departament: relatii clienti / call center

Titlu Job: customer experience specialist - functionar servicii client

Responsabilitati:

This is where my customer service skills began to mature thanks to an incredibly diverse
customer base - anyone from anywhere in the world with an Airbnb reservation was able to put in
a request. It helped me learn to adapt quickly and efficiently to any approach or perspective.
Halfway through my journey here, I was given additional responsibilities as a Love Ambassador
(Site POC for specialized process).
■ Customer Service: dealing with customer queries over inbound phone and email/ticketing system in
accordance with company procedures; clearly and concisely logging and tracking details of issues arising,
ensuring to report recurring queries in order to minimize repeat callers
■ System processes and internal procedure: responsible for the input of information and accessing
data on multiple systems; maintaining an up-to-date level of product and procedure knowledge by being
attentive to and acting upon information advised in e-mail updates, team meetings, training, and other briefings
■ Team responsibilities and productivity: maintaining target levels of productivity and performance, as
outlined by the Team Manager in relation to call times, idle times, and other performance metrics as they arise;
help to maintain a good team and working environment through assisting fellow employees and participating
constructively in team meetings;
■ Site POC /Love Ambassador: being the point of contact for site leadership regarding internal specialized
process by helping with educating support staff on the process (including syncs or sharing
demos/presentations), assisting management in process-related decisions; reviewing emails and
communications and doing quality analysis pertaining to specialized process; providing coaching to agents
failing quality analysis; attending Team Meetings on a regular basis to provide continual education on the
specialized process; highlighting opportunities and encouraging best practices; creating presentations and
training materials to be used for agents in production as well as in training; specialized process promotion:
responsible designing and implementing different promotion campaigns and local site contests; being the
'Go-to' person for agent support regarding specialized process; updating a weekly tracker on tasks completed;
attending weekly sync with other POCs from the other regional sites and with the process managers;

01.10.2015 - 30.04.2017

Departament: relatii clienti / call center

Titlu Job: reprezentant relatii clienti

Responsabilitati:

My formative professional years had a real start here, with work ethic and client-oriented
approaches becoming second nature. This is where my communication skills began to fully
develop as I handled requests tailored to an American base. After about a year, I moved on to
offering customer service mainly via chat.
■ Customer Service: provided client support and issue resolution via inbound and outbound calls; providing
procedural documentation; responding within the agreed time to call-outs; responding to chat inquiries and
following up via outbound calls or email when needed;
■ Work management: work continuously on a task until completion (or referral to third parties, if
appropriate); prioritize and managing many open cases at one time; responding to multiple chat inquiries at the
same time;

01.08.2014 - 31.12.2015

Departament: vanzari

Titlu Job: sales agent

Responsabilitati:

My first official work experience was an eye-opener that helped me get started on my journey to
develop my communication skills. Starting out part-time, I switched over to a full-time schedule
before switching to the customer service field.
■ Sales: promoting television, internet, and telephone services at the residence of potential clients; identifying
and attracting new clients by selling UPC services at their residence; identifying new sales opportunities;
efficiently managing daily sales schedule;
■ Work management: efficiently managing daily sales schedule; giving correct and timely reports of the field
activity; picking up and reporting information

studii

 

Facultati:

2014 - prezent Liceu / Școală profesională: Profil biologie la Colegiul Tehnic Traian din Bucharest.

Premii

Hobby-uri
Istorie, Boardgames, Dungeon and Dragons



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