Andreea-Iulia Lutoiu

Experience

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  CGS (Computer Generated Solutions)

  Jul 2013 - Jan 2014

  Customer Service Representative with English

  B2C - order management and account management assistance for US customers of an important US- based telecommunications company

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  Global Remote Services

  Jan 2014 - Sept 2014

  Customer Service Representative with Swedish

  B2C - offering support mainly for accounts and billing management for the customers of an online casino. Offered support via phone, e-mail and chat

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  Majorel Romania

  Oct 2014 - now

  Main tasks in managing a team of Resource Coordinators:- quality analysis of team members' tickets: daily task- side-by-side sessions with each member of the team, at least once a month - individual feedback sessions based on development plans created at the end of each month- weekly meetings with the team for KPIs overview and current status per team/project - handling escalations forwarded by the team members and providing solutions in the shortest time possible- creating feedback reports monthly/quarterly for MBRs and QBRs- administrative tasks: time keeping, interviews with candidates, tickets assignment, etc- initiating and implementing action plans for team members, when needed- weekly Ops meetings, training delivery etc. Show less Service desk with Swedish:- receiving tickets from account managers based on the client's needs - identifying the appropriate technical engineer for the task and negotiating a timeframe suitable for both the client and the technician, based on availability- got aquainted and managed to get a basic grasp of technologies such as VM, AD, Exchange, Azure, IoT, Windows Server, SQL Server, etc.- escalating requests in complicated situations, or when no close availability on the required skill asking for assistance from Resource Managers in identifying a potential resource within the region or importing from other regions. - handling Critical tickets from clients: resource to be found and dispatched within 24 hours- getting escalations from other colleagues, requesting assistance with identifying the right resource or other issued when they were stuck - strong communication skills required due to the interaction with people on different positions and in the different areas in EMEA Show less

  • Subject Matter Expert Manager

    Jun 2022 - now

  • Team Manager - Nordics

    May 2019 - Jun 2022

  • Technical Support Specialist with Swedish

    Feb 2019 - May 2019

  • Technical Support with Swedish for Microsoft

    Jul 2018 - Feb 2019

  • Customer Service with Swedish - Microsoft Store

    Apr 2017 - Jul 2018

  • Team Manager - Microsoft GCPM

    Mar 2016 - Apr 2017

  • Resource Coordinator with English and Swedish - EMEA - Microsoft GCPM

    Oct 2014 - Mar 2016