Alina Rotaru

Experience

• 

  Capgemini

  Aug 2019 - Nov 2021

  Customer Service Advisor with Spanish

  - Contacting the user by phone or e-mail for technical malfunction detection and user technical troubleshooting;- Providing IT support for all relevant foreign customers - activation as the only contact point for users recording and coordinating calls creating a good perception of the assistance service;- Ticketing, managing emails, phones, and weblog contacts;- Registering incidents and service requests that contain all the necessary information received through the phone or by email; managing users' problems correctly; acquisition of knowledge to solve requests, especially knowledge of the details needed to provide accurate solutions to users' problems;- Solving tickets - providing basic diagnostics and detecting technical failures at occurrence of incidents, following the procedures; ensuring that the problem is solved on the spot and closing theticket; solving as many incidents as possible with the initial contact with the user and confirming that the problem has been resolved;- Tickets administration - carefully track user calls; consulting priority issues;- Timely and accurately forwarding data to other resolution teams. Show less

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  SCC SERVICES ROMANIA

  Nov 2021 - Jul 2023

  Monitoring Analyst with Spanish

  - Receive incidents and requests from customer end user via telephone, email, all related to networking, servers, firewall;- Monitoring the ticketing system;- Process the ticket with a re-allocation to the appropriate individual/team;- Be the primary person managing the lifecycle of the ticket through to conclusion;- Ensure that the speed & flexibility of response meets the business needs and respects the contractual service levels; - Escalation of critical and high priority tickets to line and senior management; - To act as the primary interface with the user community actively promoting service excellence at all times;- Liaise between departments/teams and to act on behalf of the user. Show less

• 

  Genpact

  Aug 2023 - now

  Accounts Payable Senior Process Associate with Spanish

  - Processing of PO and Non-PO invoices: performing primary review against set guidelines; performing online cheks as specified - eg. duplicates, wrong scanning, wrong address; accuracy and duplicate audit of data entry and invoices; process invoices in the ERP system;- Sending cases requiring resolution to the contact person agreed with the client in order to get them processed;- Proactive control for the prevention of possible errors;- Resolution of queries recieved from retained business in Helpdesk tool;- Provide information on the status of Invoices and/or Payments, relevant contact information (e-mail, phone);- Phone interactions with suppliers and internal teams on different queries;- Work on aged invoices / pending issues. Show less