Alexandru Alexa

Experience

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  Telekom Romania

  Nov 2007 - Jul 2019

  Responsibilities:• Propose, select, and implement projects to enhance service assurance flow, analyzing business activities and estimating impact;• Create reports and dashboards using Excel, SQL queries, and PowerBI for project benefit estimation, prioritization, and post-go-live monitoring.Accomplishments:• Implemented changes and self-services in company`s IVR, after previously analyzing projected impact, mitigating risks, aligning with stakeholders and departments that handled implementation. The impact is a 20% reduction of all technical call center volumes. All implementations are accompanied by reporting mechanisms using PowerBI and SQL scripts;• Written, issued and tracked change requests for online (web and mobile app) updates and creation of new self-service flows that allow customers to announce, troubleshoot and open a ticket for their issues. For these requests, reporting mechanism were set in place using PowerBI and SQL scripts, in order to track the results, measure success and apply corrections to the process, where needed;• Part of defining requests for setting up a Data Cube that imports data from multiple sources in the organization, validation of imported data and optimization of import mechanisms in order to reduce systems load and processing times;• Offer Excel, SQL and PowerBI assistance to teammates;• Part of the core team handling Telekom Romania`s mobile app redesign working with other companies part of DT group. Represented the Technical Support area by building business cases, raising and making sure requirements are implemented;• Continued involvement in the international project with responsibilities in gathering and processing data from 8 national companies belonging to DT group. Updating and analyzing the benchmark for the project, identifying variations and proposing topics to be further analyzed. Show less Responsibilities:• Monitoring the activity of agents that belong to Technical Customer Care Department;• Constant feedback and coaching provided to agent after call evaluation or activity monitoring;• Take the necessary actions to provide on the spot support;• Continuously check achievement of the objectives and key performance indicators;• Monitors calls and provide feedback to operators;• Take the appropriate organizational measures to ensure the quality of services;• Prepare and analyze the evaluation for the coordinated team of operators;• Solve any customer dissatisfaction that exceeds the competence of agents, training and feedback sessions;• Generate outbound campaigns and manage resources in order to contact customers that had fault tickets in backlog.Accomplishments:• Involved in an international project with responsibilities in gathering and processing data from 8 national companies belonging to the Deutsche Telekom group. Also put together reporting templates in order to deliver Telekom Romania data and comments for variations;• Standardized multiple reports and activities by building templates in order to optimize processing times and minimize errors;• Maintenance and update for previously created intranet. Show less Responsibilities:• Troubleshooting for all Romtelecom/Telekom Romania services;• Collaborating with technical departments in order to efficiently solve customer`s technical issues.Accomplishments:• Design and implementation of an intranet for the Call Center where I was working that facilitates integration of new agents and decreases AHT by providing quick access to information.• Development, maintenance and update of miscellaneous reporting templates that were meant to monitor and optimize call center operations both at agent and management level Show less

  • Project Specialist

    Feb 2018 - Jul 2019

  • Call Center Shift Manager

    Dec 2013 - Feb 2018

  • Call Center Customer Service Representative

    Nov 2007 - Dec 2013
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  Telekom Romania Communications S.A.

  Jul 2019 - Jan 2023

  Project Coordinator

  Responsibilities:• Oversee ongoing projects within the department and provide assistance as needed;• Propose, select, and implement projects to enhance service assurance flow, analyzing business activities and estimating impact;• Create reports and dashboards using Excel, SQL queries, and PowerBI for project benefit estimation, prioritization, and post-go-live monitoring.Accomplishments:• Continued implementation of various changes and self-service mechanisms in Telekom Romania`s IVR, after analyzing projected impact, mitigating risks, aligning with affected entities and departments that handle implementation, in order to further enhance the efficiency of our Volume Reduction project;• Continued developing online (web and mobile app) self-service flows by extending to services that were not yet covered. For these requests, reporting mechanism were set in place using PowerBI and SQL scripts, in order to track the results, measure success and apply corrections to the process, where needed;• Developed QA criteria - mostly by providing the SQL scripts - for previously built DWH in order to make sure the data imported is correct and updated correctly;• Continued involvement in the international project with responsibilities in gathering and processing data from 8 national companies belonging to DT group. Updating and analyzing the benchmark for the project, identifying variations and proposing topics to be further analyzed. Show less

• 

  Orange

  Feb 2022 - now

  Technical Support Manager

  Responsibilities:• Oversee day-to-day operations in the call center, ensuring smooth functioning and efficient handling of technical support inquiries.• Establish key performance indicators (KPIs) related to customer service, response times, and issue resolution. Regularly track and evaluate performance against these metrics.• Assume responsibility for budgeting and expense tracking. Ensure costs align with the declared budget while maintaining service quality.• Regularly evaluate call center processes, workflows, and customer interactions to identify areas that need improvement. Develop projects aimed at addressing identified areas that need improvement. Accomplishments:• Successfully transitioned to a new outsourcing partners at the beginning of 2023, achieving seamless continuity for our customers. Notably, within just two months, we surpassed the performance of our previous partner, resulting in improved overall operational outcomes;• Effectively coordinated the team during the rebranding process, ensuring a seamless transition without any adverse impact on technical support operations• Utilized my expertise in SQL, Excel, and Power BI to lead the team in establishing reporting mechanisms for new partners. This ensured that KPIs were met and billing partners’ activities remained unaffected.• Play an active role in the integration of OROC and ORO, ensuring that both I and the team provide support for projects and programs aligned with this direction within the Technical Support domain; Show less