Experience

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  Global remote services

  Jul 2010 - Mar 2015

  Customer care representative

  Global Remote Services is the oldest and leading Independent Contact Center provider in Romania, with more than 15 years of experience in the Business Process Outsourcing (BPO) market. GRS was my very first experience in the Customer Care industry, I was very lucky to be a part of this family-like work team.I had all the support of my managers and colleagues as I took my first steps into the customer support diverse world. It was a long and satisfactory process as I learned and practiced how to:✦ adapt tone, language and style for different customers and situations✦ control a conversation and quickly obtain relevant information✦ remain calm when dealing with emotional, difficult or distressed people✦ handle aggressive behavior and take control of difficult situationsDuring my time with them I was responsible for:✦ sales order process✦ discussing customer requirements✦ providing knowledgeable advice in Italian and Spanish✦ handling internal and external communications with colleagues✦ replying to all incoming emails in Italian✦ building customer relationships and loyalty Show less

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  Vodafone

  Mar 2015 - May 2018

  In my almost 3,5 years with Vodafone corporation amazing team I've strengthened and refined my professional experience and my skills.My responsibilities and daily tasks included:✦ Ticket creation, troubleshooting software Windows 7, 8.1, 10, Microsoft Office, Vodafone tools✦ Act as the 1st point of contact for Large Enterprise Global Customers✦ Interpret and understand technical information and configurations in order to find and implement the relevant solution to complex faults on a 1st and 2nd line basis✦ Responsible for managing faults from initial communication through to resolution in line with agreed SLA's (service level agreement)✦ Proactively identify opportunities to improve performance, whilst supporting and promoting the day to day service delivery, prioritizing and managing multiple tasks with attention to detail✦ Understanding of processes run by team and ability to bring in improvements and efficiencies within the team✦ Able to conceive and implement productivity improvements within operations leading to major cost reductions✦ Manage escalations across the IT service desk✦ Demonstrated expertise in running queries/reports from enterprise data systems Show less

  • Information Technology Help Desk Analyst

    Dec 2017 - May 2018

  • Customer Service Advisor

    Mar 2015 - Nov 2017
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  Oracle

  May 2018 - Jul 2023

  Customer care analyst

  I am a Skilled and Experienced Professional in Customer Care and Support. In my current role I am responsible for : ✦ Answering support calls for products in a timely manner (English - Italian)✦ Creating new cases and updating existing ones✦ Providing solutions to customers✦ Triaging incidents with a view to applying known fixes✦ Meeting and aiming to exceed monthly individual and company targets✦ Managing escalations in accordance with company procedures and service Levels✦ Troubleshooting, diagnosing and resolving fault at time of answering where possible✦ Communicating with customers regularly regarding case progress and updates✦ Following up with third party suppliers regarding the progress of any open callsI work in Oracle on many different projects, with numerous customers and/or requirements, I efficiently resolve any type of situation and easily communicate with people of diverse hierarchies. I integrated easily in my team and adapted to the work environment. Show less

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  Bit soft

  Jul 2023 - Mar 2024

  Customer support engineer l2
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  Accenture

  Mar 2024 - now

  Customer incident manager