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Curriculum Vitae

informatii personale

 

F 05.10.1993

obiectiv

 

Detail oriented and proactive professional with 3+ years experience in Customer Support, Software Troubleshooting and Incident Management. Excellent interpersonal, verbal and written communication skills with both technical and non-technical audiences. Proven ability to effectively prioritize and manage situations while being courteous and professional at all times.

Salariu: nespecificat

Tip job: Full time

Departament: Office / Back-office / Secretariat, Altele, Internet / e-Commerce, Cercetare - dezvoltare, Relatii clienti / Call center, IT Software, Service / Reparatii, Specialisti / Tehnicieni

Oras de lucru: Sibiu

Nivel Cariera: Entry-Level (< 2 ani), Mid-Level (2-5 ani)

Disponibil: oricand

experienta profesionala

 

01.03.2020 - prezent

Departament: it software

Titlu Job: it support consultant

01.08.2019 - 31.03.2020

Departament: automatizari

Titlu Job: documentation controller

Responsabilitati:

- Providing technical documentation according to company standards or client specifications
- Gathering and compiling order specific documents
- Email management and dispatch
- Tracking and prioritizing multiple orders simultaneously so as to meet tight deadlines
- Cooperating with multiple departments with the aim of being as efficient as possible
- Experience working as part of a PMO

01.03.2018 - 30.06.2019

Departament: it software

Titlu Job: it support specialist

Responsabilitati:

- IT service desk for internal and external users via email and chat
- Level 1 and Level 2 support for in-house developed applications (accounting apps)
- Ticket management and dispatch
- User account administration and configuration
- Database administration and configuration per customer specifications
- Generating weekly and monthly assessment reports
- Creating and maintaining internal documentation: guides, how-tos, procedures, on-boarding documents
- Improving existing workflows and creating new ones
- Training new employees
- Training customers to properly use services and products

01.07.2017 - 30.11.2017

Departament: relatii clienti / call center

Titlu Job: customer support agent

Responsabilitati:

Customer service via phone, email and chat; 24*7*365 support environment (mostly night shift)
- Responding to customer queries in a timely and accurate way
- Identifying customer needs and providing high quality customer service
- Conflict management and resolution
- Experience working according to strict SLAs, meeting specific targets and quality standards
- Experience working in stressful, fast-paced environment dealing with a diverse range of customers from all around the world

01.10.2015 - 31.07.2017

Departament: relatii clienti / call center

Titlu Job: technical support operator

Responsabilitati:

- End user technical support via email and chat; 24*7*365 support environment
- Responding to customer queries in a timely and accurate manner
- Placing tickets, troubleshooting, diagnosing and solving technical inquires that occur
- Incident management, prioritization and follow-up
- Gathering and analyzing user feedback; generating weekly reports
- Assisting in training new employees
- Experience handling high volume workloads
- Experience explaining technical issues in a non-technical fashion

studii

 

Facultati:

2012 - 2015 Facultate: Specializarea Conservare-Restaurare la Universitatea „Lucian Blaga”, Facultatea de Științe Socio-umane din Sibiu.
2008 - 2012 Liceu / Școală profesională: profil științe sociale la Colegiul Național „Octavian Goga” din Sibiu.

Premii

Certificari
Dec 2011 - Mar 2012: Cambridge ESOL Level 2 Certificate in Advanced English



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