Raluca Velicu

Experience

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  Arvato

  Sept 2012 - Jan 2015

  Customer Service Representative

  -Client support by means of phone/ email/ chat-Offering information/ solutions/ counseling to customers regarding the company’s services-Promoting the products and services of the company by means of knowledge, attitude, information-Documenting all operations in the company’s database, according to the work procedures-Compliance with company regulations with regards to Data Protection and Information Security

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  Arvato Romania

  Jan 2015 - Oct 2018

  Quality Assurance Specialist

  - Monitor and coach/ mentor agents on a daily, weekly, and monthly basis for quality improvement- Maintain quality reports at Agent and Team level- Assist in developing and streamlining quality procedures- Perform Quality of Service analysis (Verbatim Categorization & Case research) on Agent and Team level- Contribute to the alignment with Team Managers and Quality Team to develop agent and team specific action and development plans- Ensure compliance with company regulations with regards to Data Security and Protection Standards- Assist trainers in end-of-training skills verification process by conducting and evaluating test transactions or shadowing and scoring live customer transactions- Deliver small training sessions and agent workshops Show less

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  Laprom Romania

  Oct 2018 - Feb 2022

  Export Assistant

  -Managing orders received from customers and tracking them until delivery-Preparation of documents for export procedures and transport organization-Collaborating with logistics service providers in order to ensure delivery to final customers, on time and without problems-Collaborating with the customs commissioners and with the representatives of the transport companies-Identifying, verifying, and solving customer problems that might come up during the export activity-Preparation of documents/reports for the export manager-Daily updating of the existing database with new, current information- basic SQL Operations and Queries in Snowflake Data Warehouse for managing customers and their data Show less

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  Accenture

  Feb 2022 - now

  Incident Manager