Violeta Matei

Experience

• 

  Comdata Group Romania

  Jun 2017 - Oct 2017

  Customer Service Representative

  • Logging each call via the ticketing system mentioning the issue impacting the customer;• Following the procedure regarding handling a phone call;• Transferring the calls to a different department depending on the what the issue of the customer is;• Handling various systems where the call needs to be logged to get a clear statistics of the volume per each day;• Handling multiple tools in order to assess and solve the issue the customer is facing or to dispatch a technician in the booking slot the customer is available;• Handling with the customer complaints and keeping the supervisor informed;• Reporting any technical error which may prevent a proper engagement with the customer to the supervisor; Show less

• 

  Stefanini

  Sept 2018 - Mar 2019

  Support Engineer with English

  • Logging tickets in the system for any call received and gathering the necessary information if the issue was not solved on the phone, before assigning to the respective team;• Mailbox monitoring, creating tickets based on the emails received and assigning them to the team or adding updates to already existing tickets; • Following up on existing tickets assigned to my queue for until resolution;• Providing the status of an incident which is assigned to another team’s queue and sending them a reminder if needed;• Fulfilling the requests sent via Service Catalog and providing the resolution or gathering the needed information for fulfillment;• Engaging with the Global team if a Network Down has impacted a certain region, performing the local checks with the site contact and providing the information back to the global team for escalation; • Keeping the customer informed if there’s any major issue until a generic message is added on the line;• Collaborating with the global team and Incident Controller in case of heavily impacting issues, usually for P2 or P1 by engaging the users / site contact; Show less

• 

  Hewlett Packard Enterprise

  Mar 2019 - Oct 2023

  • Acting as an escalation point for the T1 and T2 resellers for complex operational and account setup related issues • Advisor for the partners and sales in operational matters that impact the account or order backlog; • Guidance on process related issues and chances as per the latest enhancements within the company;• Sales support for different topics pertaining to the operational side and account related matters• Escalation point for complex and urgent deals;• Providing training to partners and sales on process updates / enhancements to the company tools;• Assists with the on-boarding process for Business Partners;• Point of contact for partners feedback regarding improvements to the process and tools; driving the implementation of such changes;• Establishing a long-term business relation with the partner Show less • Keeping distributors informed regarding the status of their orders, answering any questions they may have and proactively reaching out;• Acting as as escalation point for the account if further involvement is needed for solving any issue that impacts the distributor;• Creating reports in SAP HANA customized individually for each distributor; • Escalation point for distributors for orders which do not have a desirable lead time for an improvement of the SLA; • Engagement with logistics, supply chain and several internal teams for increasing the distributor satisfaction and for resolving any issues that the orders might have been impacted;• Creating and strengtening the relation with the distributors;• Escalating to management any major issue that is heavily and negatively impacting the distributors for a permanent fix;• Managing various aspects of the order lifecycle and acting as an intermediary between our internal teams and the distributor for reaching a faster solution; e.g physical claims, EDI issues, material constraints, any other issues impacting the orders;• Escalation point for unbooked and unclean orders; engaging several teams for a better approach and a faster resolution;• Escalating any processes that are creating any difficulties internally and for the distributors to higher management Show less

  • Partner Account Operations Manager

    Apr 2022 - Oct 2023

  • Order Care Specialist with Channel Partners - Nordics Accounts

    Mar 2019 - Apr 2022
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  Temenos

  Nov 2023 - now

  Partner Operations Manager