Experience

• 

  European institute in romania

  Dec 2010 - Mar 2011

  Intern

  - Internal Database update and administration- Research, write and edit daily and weekly reports and syntheses- Project assistance - paperwork, correspondence- Assistance in event planning, preparing public conferences and seminars

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  Medihelp international

  Aug 2012 - Dec 2015

  - Maintain and develop a high-end business relationship with individual and corporate clientsin middle- and top-management- Create and implement the Customer Retention Program, improve Customer Satisfaction andLoyalty indicators- Manage the activity of the department to provide extensive support to all existing clients in acomprehensive and timely manner- Manage critical, time-sensitive situations dealing with issues of severe medical problems- Renegotiate contractual terms between international insurance companies and clients whileacting as a trusted adviser- Improve international procedures and functions of the Department while mediating betweenclients, insurance companies and medical providers throughout the world- Develop the international partnerships of the company by establishing agreements withmedical providers- Support and organize the growth of the Department by recruiting and training newemployees Show less

  • Customer Care Manager

    Jan 2014 - Dec 2015

  • Customer Care Officer

    Aug 2012 - Dec 2013
• 

  Suvoda

  Jan 2016 - Oct 2017

  - Perform complex database updates using SQL scripts- Troubleshoot high-impact issues affecting user accessibility- Investigate time-sensitive data transfer application errors- Monitor and troubleshoot third party integration issues through web services and sFTP- Evaluate and prioritize daily workload within the team- Assess risk implications on complex issues coming from escalated or global requests with multiple implications- Review scripts and implementation of manual resolutions- Assist recruitment and train new team members- Develop internal guidelines, interdepartmental case presentations and technical knowledge base Show less - Provide Level 2 Technical Support and assist Level 1 Customer Care team with escalated issues- Update the database and create SQL scripts- Troubleshoot technical issues reported to helpdesk and work with the engineering and theservices technical teams to identify and implement solutions- Work with customers and/or end users to troubleshoot issues and identify root causes- Assist with the development of technical maintenance processes and procedures forsoftware applications in accordance with the GCP standard - Work with management on implementing ITIL service standards- Implement maintenance of software applications- Provide technical training on troubleshooting, issue resolution, and root cause identificationto helpdesk and services staff Show less

  • Senior Technical Support Specialist

    Jun 2017 - Oct 2017

  • IRT Technical Support Specialist

    Jan 2016 - Oct 2017
• 

  Oracle

  Oct 2017 - Nov 2018

  Senior technical support engineer - integration services

  - Perform complex investigation into issues generated by integration technologies such as Web Services and Bulk API- Provide a delightful customer experience with every customer contact, ensuring the professional handling of every issue- Provide telephone and email support to internal and external customers- Perform efficient incident management, while maintaining metric quotas- Understand and assess customer-reported issues to determine prioritization- Serve as an internal knowledge resource for other members of the Taleo team- Utilize knowledge of technologies to make solution recommendations- Analyze and validate issues transferred to R&D and offer suggestions on fixes as needed- Act as liaison between customers, R&D, Production, Consultants, and QA, etc.- Manage and ensure documentation of assigned incidents, including internal and external communications- Learn, understand, maintain and contribute to internal support processes- Analyze, develop, and improve internal processes- Maintain strong adherence to Service Level Agreements- Participate in special projects as required Show less

• 

  Suvoda

  Nov 2018 - now

  Lead the customer care and technical support team in a global organization to support the system users to conduct their operations, troubleshoot and resolve the issues escalated with minimum risk to patient safety and clinical trial outcomes and to provide an excellent customer support experience.• Manage and mitigate risk across multiple support tickets for database manual transactions• Maintain quality output and timelines for assigned tasks - responsible for full utilization and achieving agreed upon database manual transaction timelines• Participate in recruiting and hiring decisions for the support department• Suggest and implement process improvements• Work with the talent and culture department to develop and deliver the training curriculum, training materials, and best practices guides for the technical support department• Provide continued mentorship and training to support team members as needed• Create performance goals and career roadmap for direct reports• Meet regularly with direct reports to assess progress of performance goals and develop plans for addressing challenges and obstacles as needed• Gather feedback and suggestions for increasing efficiency and quality while decreasing risk and maintaining or decreasing timelines for manual transactions; coordinate or implement agreed-upon improvements• Maintain a clear view of the assignments and responsibilities of all team members to manage workload (e.g. time tracking, ticket updates, internal meetings, etc.)• Provides direction and mentorship to less experienced staff Show less

  • Associate Director

    Jun 2021 - now

  • Support Manager

    Nov 2018 - Jun 2021