Andrei Peta

Experience

• 

  COSMOTE Mobile Telecommunications S.A.

  Oct 2007 - Oct 2011

  Customer Service Representative

  Communicate with all customers in order to provide complete information in accordance with customer’s requestReceive, register and process customer’s requests and complaints in accordance with the specific working instructions

• 

  Expert Connection Srl

  Oct 2011 - Nov 2012

  Telesales Agent

  Contact businesses and private individuals by telephone to promote productsExplain the product or service to potential customersProvide pricing details ,handle customer questionsReceive orders over the telephone

• 

  Avira Romania

  Sept 2014 - Apr 2021

  - Define objectives, tasks and milestones in goal setting - establish clear priorities and scheduleactivities to achieve these objectives;- Allocate tasks and resources optimally for meeting these objectives;- Constantly review performance against schedules, follow-up and take action when goals are not metto ensure better results in the future and ensure delivery in line with plans;- Controlling and monitoring performance, quality, KPIs, resource utilization, and SLAs- Identify problems/issues proactively and take preventive steps;- Identify risks, explore all possible options and come up with innovative solutions;- Build credibility through self-example, hands on approach and a drive for consistent highperformance;- Support team performance by providing feedback and opportunities;- Display personal involvement in employee retention;- Ensure clear communication of decision and its rationale;- Structure communication, present data on complex issues concisely so that the key points can beeasily understood by the intended receiver;- Understand client and end customer needs;- Advocate change with clear lines of open communications with the team;- Identify any skill gaps within the team in conformance with the change and plans for nominatingteam for learning and development programs. Show less - provide all the required information ( process dumps, Windows complete or Kernel memory dumps, WireShark captures, different Windows or MAC logs and information, feedback from the clients, reproducing steps, different tests) for the development team- creating and editing bugs in Jira-testing Bug hotfixes - creating and updating virtual machines (VMware, Hyper-V,Virtual Box )- provide technical expertise for the cases that are being escalated from the First Level Technical Support (IOS, OSX, Windows, Android platforms) - testing different patches and updates for Avira products before release Show less

  • Team Manager Customer Service

    Jun 2019 - Apr 2021

  • 2nd Level Technical Support Engineer

    Sept 2017 - Jun 2019

  • Customer Service Specialist

    Sept 2014 - Sept 2017
• 

  NortonLifeLock

  Apr 2021 - Nov 2022

  Leading 1st Level Team , 2nd Level Team and Retention for Avira brand• Develop team members through coaching, career development and motivational techniques.• Accurately appraise strengths and opportunities of direct reports, providing constructive feedback and mentoring talent for measurable results • Implement operational enhancements to improve team efficiency and manage team service levels and KPIs• Support recruitment efforts, assess talent via interviews, and staff team to budgeted headcount• Partner cross functionally with others to achieve optimal business solutions• Assess and resolve escalated member issues with a relevant sense of urgency• Be a subject matter expert across business processes, policies, product details, and quickly adapt to company’s operational systems (e.g. Agent Desktop, Salesforce, Avaya, Zendesk, etc.)• Lead the team to focus on customer service, critical thinking and efficiency within their case management. • Assess department analytics and KPI’s, report trends, and make appropriate business decisions to ensure we the department makes SLA goals Show less - Define objectives, tasks and milestones in goal setting - establish clear priorities and scheduleactivities to achieve these objectives;- Allocate tasks and resources optimally for meeting these objectives;- Constantly review performance against schedules, follow-up and take action when goals are not metto ensure better results in the future and ensure delivery in line with plans;- Controlling and monitoring performance, quality, KPIs, resource utilization, and SLAs- Identify problems/issues proactively and take preventive steps;- Identify risks, explore all possible options and come up with innovative solutions;- Build credibility through self-example, hands on approach and a drive for consistent highperformance;- Support team performance by providing feedback and opportunities;- Display personal involvement in employee retention;- Ensure clear communication of decision and its rationale;- Structure communication, present data on complex issues concisely so that the key points can beeasily understood by the intended receiver;- Understand client and end customer needs;- Advocate change with clear lines of open communications with the team;- Identify any skill gaps within the team in conformance with the change and plans for nominatingteam for learning and development programs. Show less

  • Associate Manager, Global Customer Service, Sales & Support

    Apr 2022 - Nov 2022

  • Supervisor, Global Consumer Service, Sales & Support

    Apr 2021 - Apr 2022
• 

  Gen™

  Nov 2022 - now

  Leading 1st Level Team , 2nd Level Team and Retention for Avira brand• Develop team members through coaching, career development and motivational techniques.• Accurately appraise strengths and opportunities of direct reports, providing constructive feedback and mentoring talent for measurable results • Implement operational enhancements to improve team efficiency and manage team service levels and KPIs• Support recruitment efforts, assess talent via interviews, and staff team to budgeted headcount• Partner cross functionally with others to achieve optimal business solutions• Assess and resolve escalated member issues with a relevant sense of urgency• Be a subject matter expert across business processes, policies, product details, and quickly adapt to company’s operational systems (e.g. Agent Desktop, Salesforce, Avaya, Zendesk, etc.)• Lead the team to focus on customer service, critical thinking and efficiency within their case management. • Assess department analytics and KPI’s, report trends, and make appropriate business decisions to ensure we the department makes SLA goals Show less

  • Princ Support Partner Manager, Global Customer Services, Sales & Support

    Jul 2023 - now

  • Associate Manager, Global Customer Services, Sales & Support

    Nov 2022 - Jul 2023