Pantiru Florin

Experience

• 

  UnlockResellers

  Jan 2018 - Dec 2022

  Customer Service Assistant
• 

  OnlineUnlocks

  Jan 2018 - Dec 2022

  Customer Service Assistant
• 

  Acid Studios

  Oct 2021 - Feb 2022

  Web Developer
• 

  CrossTech IT SRL

  Mar 2023 - now

  • Product Owner

    Jan 2024 - now

  • Project Manager

    Mar 2023 - Jan 2024
• 

  IntelligentBee

  Apr 2023 - Mar 2024

  Help with general email deliverability and email technical setup• Client Technical provisioning/onboarding:Dedicated IPs, IP Warmup, Sender Authentication, Sender Guidelines, Email Best Practices, SSL click tracking• Email authentication (SPF, DKIM, DMARC) - setup, guidelines, analysis and troubleshooting;Blocks and Bounce error analysis and categorization, Campaign Analytics, Compliance, Email Headers breakdown/analysis, FBL and List Unsubscribe setup, RBL Remediation, Sender Reputation, Spam Filtering Repair• Administrating tickets and chats within the project.• Providing assistance, information and instructions on Slack channels (national and international).• Prioritizing the tickets and chats based on internal rules.• Taking care of the social media issues within the project.• Working on a daily basis and monitoring the Ticket Queue for priority tickets in order to provide better resolution time and assuring customers' tickets are handled within SLAs• Helping new joiners in the company by explaining what they did not understand initially, shadowing and reverse shadowing.• Identifying trends/patterns in tickets and create scripted responses/macros.• Reporting discrepancies found in the knowledge presented to users in articles.• Working with different internal Teams to solve the issues in a timely manner.Used Tools:• Jira• Postman• Slack• Kasi• Service Now (Ticketing tool for reaching out to Internal Teams)• Zendesk (Ticketing tool)• Flex (chat tool)• Zuora (Billing system)• Nest Afișează mai puține

  • Tehnical Support Engineer

    Mar 2022 - Mar 2024

  • Data entry analyst L2

    Apr 2023 - Sept 2023
• 

  Modular Services

  Jan 2024 - now

  Service Desk Analyst