Sorina Arends

Experience

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  IMAS Marketing si Sondaje

  Jun 2007 - Jun 2007

  Survey Agent

  Setting meetings by phone with managers from different companies in the industry field; establishing the steps of the field research with the direct supervisor; filling out face to face questionnaires with managers from different companies in the industry field; presenting the obtained information to the direct supervisor

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  Call Point New Europe

  Feb 2008 - Feb 2012

  Teleoperator & Customer Service Representative

  Calling French / Canadian / Romanian companies by phone for contact information; providing general information to the contacted persons; filling out questionnaires by phone with managers of sub-contracting companies / employees of different courier services / physical persons / completing direct marketing activities by phone; setting meetings with potential clients.Providing customer care services by e-mail in French; providing information and solutions to clients of a French e-commerce website; calling clients by phone to offer direct solutions; searching information in data bases; analyzing product description files; completing reimbursements; providing support for less experienced colleagues.Registering information in several data bases. Show less

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  Webhelp

  Feb 2012 - Nov 2012

  Conseiller Clientèle & Back-Office Agent

  Providing customer care services in French to the clients of a telecommunications company; searching for information in several data bases; analyzing the information in order to find the best solution for the given situation; making modifications concerning the clients' contact information; activating and terminating phone lines; performing mobile number portabilities; analyzing and explaining phone bills; providing information to the client about his account and/or order; creating and terminating orders; performing billing services; providing basic telecom technical information; registering information in several data bases.Communicating by e-mail in French with the clients and suppliers of a website selling vacation packages; performing check-ups of the client’s order; performing billing and reimbursement services; filling out the clients’ travel documents, verifying the client’s file and sending the necessary documents and information to the client and/or supplier. Show less

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  FreelanceWriters.me

  Apr 2012 - Sept 2012

  Junior Copywriter and Junior Editor

  Writing informative and persuasive content for websites on various topics in English: creating informative articles, reviews, sales copies, by following the given instructions; editing the grammar, ideas and appearance of other articles in English

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  Stefanini EMEA

  Nov 2012 - now

  Manager of a Knowledge Specialist (performing administrative tasks such as approving time sheets and vacations as well as mentorship related tasks - advice about career path, improvement ideas and general Knowledge Processes and Procedures).Participating in account launches and transitions: checking the information received from the Data Harvesting phase and making sure the Knowledge Base is ready for the Level 1 Service Desk technicians, depending on the level of support that was agreed on for that account. Performing training regarding the Knowledge Base with the members of the new Service Desk team. Establishing a relationship with the client in order to have a stable channel of communication and validation of the support information.Creating content, managing and updating knowledge databases containing IT Service Desk procedures, processes and troubleshooting steps (via ServiceNow, HP Service Manager, etc.).Researching possible technical solutions to be added to the database(s).Coordinating and delivering training / coaching related to the knowledge database and knowledge management process and activities.Advertising the information via e-mail, flash messages or directly to the project's Level 1 technicians and Management.Creating and analyzing reports on the level of usage, number of views and searches of the database's contents. Creating presentations for the company's client with the observed results.Communicating with the company's client, with the management team and other specialists and SMEs via e-mail, meetings and audio conferences regarding the Knowledge Management activity and the opportunities for improving the knowledge database.Providing on-the-spot assistance for the project's Level 1 technicians. Show less Creating content, managing and updating knowledge databases containing IT Service Desk procedures, processes and troubleshooting steps (via ServiceNow and Lotus Notes).Researching possible technical solutions to be added to the database(s).Coordinating and delivering training / coaching related to the knowledge database and knowledge management process and activities.Advertising the information via e-mail, flash messages or directly to the project's Level 1 technicians and Management.Creating and analyzing reports on the level of usage, number of views and searches of the database's contents. Creating presentations for the company's client with the observed results.Communicating with the company's client, with the management team and other specialists and SMEs via e-mail, meetings and audio conferences regarding the activity of the Knowledge Specialist and the opportunities for improving the knowledge database.Providing on-the-spot assistance for the project's Level 1 technicians. Show less Providing Level 1 technical support in French and English to the employees and clients of a company offering assurance, tax, transactions and advisory services; providing information and assistance on hardware and software issues for Windows, Microsoft Office, Internet Explorer, LAN, WLAN and 3G networks, hard phones and soft phones, mobile phones, Lotus Notes/Sametime, Outlook, Microsoft Sharepoint, Shared drives, company specific applications; resetting passwords and unlocking accounts in Active Directory Users and Computers, managing accounts for RSA SecurID tokens and other company specific access tools; handling calls, chats and e-mails and providing follow-up on certain cases; registering every case in a ticketing system; coaching and assisting new hires and/or other colleagues. Show less

  • Business Analyst

    Apr 2024 - now

  • ServiceNow Business Analyst and SCRUM Master

    Apr 2022 - Nov 2024

  • Junior ServiceNow Business Analyst

    Apr 2020 - Apr 2022

  • Knowledge Expert

    Jan 2018 - Mar 2020

  • Knowledge Specialist

    Jun 2014 - Mar 2020

  • IT Helpdesk Technician

    Nov 2012 - May 2014