Raluca C.

Experience

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  Metro Media Transylvania

  Aug 2005 - Aug 2006

  Interviewer

  • Door-to-door interviews• Organizing focus-groups on multiple subjects• Street interviews with people about various themes and writing down their preferences, to define a market segmentSkills: effective communication, research, soft-skillsAccomplishments: I learned how to communicate effectively with people and learned about research methodes, for getting specific information for market research studies.

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  WEBHELP ROMANIA SRL

  May 2007 - Mar 2010

  Customer care agent with French

  - Commercial assistance for an internet provider's French-speaking customers.- Handling phone, fax and email queries from the end-users and potential customers- Offering details about the available services (firewalls, antivirus, storage options), subscriptions and packages, technical equipment (USB ports, routers), registering and handling claims, reimbursements and loyalty bonuses.Skills: French, Epica ticketing system, time-management, soft-skillsAccomplishments: I got my first full-time job and managed to get great work results while still continuing my university and post-university studies. I improved my French-language skills and soft-skills through daily interaction with customers. Show less

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  Desti-nations

  Oct 2011 - Sept 2013

  Tourism agent with French

  - Trips planning- Translation of the agency's entire website from French to English- Hotel room reservation and flight tickets price calculation- SEO promotion for the agency's website, finding partners for link exchanges- Keeping communication with the agency’s providers (hotels, restaurants, museums)- Promoting Romania through the translation of tourism articles from English and FrenchSkills: French, English, market research, document translation, html, SEO ranking and exchange, site maintenance, Word Press, communication, price negotiation, trip planningAccomplishments: I contributed to promoting Romania as a travel destination while performing various tasks for this tourism agency. I learned also how to organize my own long-trips and how to calculate flight ticket prices. I also had the freedom to work more on translations for the agency and learn about SEO and html site maintenance from scratch. Show less

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  Societe Generale

  Oct 2013 - Feb 2014

  HR agent with French

  This was a short-duration project for the annual performance evaluation.- HR assistance via phone and e-mail for BRD French-speaking employees- Updating the employees’ profiles and official documents within EDM and Brahms.Accomplishments: I learned working in EDM and Brahms and continued to use my French language skills on a daily basis, due to interaction with users.Skills: French, customer support, EDM – document handling system, Brahms – database document, e-value – employee evaluation platform Show less

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  GENPACT

  Feb 2014 - Feb 2017

  Senior Process Associate Accounts Receivable with French

  Accounts Receivable - February 2014 - February 2016- Manual and automatic cash application.- Daily research and investigation of unapplied payments, for improving the team productivity and quality.- Preparation of specific monthly performance reports- In July 2015, I organized and promoted internally the CSR monthly campaign for clothes collection. They were donated to homeless people, through "Sansa Ta" NGO.Accomplishments: Participation to the pilot phase project, did the hand-over to new-joiners and overtime work when necessary. I acquired financial notions and experience; I improved my analytical skills.Skills: French, Microsoft Excel reporting, INTERCOM – operating system, time management, Outlook, attention to details, analytical skillsAccounts Payable - February 2016 – September 2016- Starting 2016 I worked as a Senior Process Accounts Payable, for a Frech-speaking market and as a back-up for an English-speaking one. I processed invoices in SAP, checked financial documents (invoices/ bank statements/ credit notes) and supported the customers by e-mail or phone.- Preparation of daily, weekly and monthly reports for quality check, pending invoices and GR/IR (goods-receipt/invoice-receipt report).Skills: French, Microsoft Excel reporting, SAP HANA – operating system, time management, Outlook, attention to details, analytical skillsOrder Management - September 2016 – February 2017 - Since September 2016, I worked as an Order Management agent, within the same project. I processed orders while respecting the privacy agreements and tight deadlines. I offered support to English- and French-speaking customers by e-mail or phone. Accomplishments overall: I got an overview on the payment process and steps; I worked in different SAP modules (depending on the job) and took part to various in-class trainings.Skills: French, English, Microsoft Excel reporting, SAP HANA – operating system, Outlook, time management, order management, analytical skills Show less

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  Molson Coors

  Mar 2017 - Apr 2018

  Credit management officer with French

  The project involved two months on the job training, in Montreal, Canada, (May and November 2017), for learning the process particularities and writing down the work procedures. The project was a mix of order management and cash collection.- Daily orders analysis and selection, depending on payment history and trustworthy criteria- Master data tasks: Creating SAP customer accounts based on the legal documents analysis, updating the customers’ account information in SAP when required- Handling the payment process and sending collection letters to customers, when necessary- Connecting to some of the customers for a payment arrangement- Keeping in touch with the Logistics, Sales, Telesales or Finance teams- Upon my return from the first training in Montreal, I started assisting remotely the local team in Montreal by performing their main task (as agreed during the training stage), to allow them focusing on urgent activities - I also did the hand-over knowledge for the new-joiners in BucharestAccomplishments: I contributed to establishing the basis for this process during the "on the job training" and wrote the work procedures. I took care of the standardization part, together with the first batch of colleagues hired in the same period.Skills: French, English, Spanish, SAP HANA – operating system, Outlook, time management, ability to respect tight dead-lines, attention to details, research, analytical skills Show less

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  Wipro Technologies

  Jul 2018 - Mar 2020

  Technical Support Analyst Level 1.5 with French, Italian and Spanish

  Corporate tasks:- Software installation and license providing for specific tools- Handling phone, chat and e-mail queries in Service Now ticketing platform- User accounts creation on multiple platforms for employees as individuals and for stores as entities- Account management (distribution lists and user groups) in Active Directory and MyID- Remote technical support for specific tools through LogMeIn (installation, reinstallation, software configuration; application access)- Troubleshooting technical issues related to Microsoft Office 2010 pack, applications, browsers (Internet Explorer)- Using and troubleshooting Outlook (permissions, calendar sharing, shared mailbox delegation, distribution list creation, access management)- Problem management and end-to-end ownership for users' requests- Handling the client data in a secure manner, respecting the privacy agreementsRetail specific activities:- Printers (HP) installation and troubleshooting compatibility with specific retail software (e.g. Raymark)- Troubleshooting general VPN issues (connection issues, passwords and profiles, Cisco VPN Client install/ reinstall/ settings)- Supporting application upgrades- Creating Raymark and Xeis accounts for Backoffice and Front office PCsAccomplishments: I acquired technical knowledge; I worked as L1.5 support and improved my Spanish and Italian language skills.Skills: French, English, Italian, Spanish, Service Now, Microsoft Office, Outlook, web Outlook (online substitute of Outlook installed version, with limited functions), VMware (virtual machine), LogMeIn – remote access software, Microsoft Exchange (online platform for handling permissions, user accounts, user distribution lists and groups), Cisco VPN, Symantec Endpoint Protection (unlock user accounts), Active Directory, MyID, SharePoint, Workday, MECM/ SCCM (Microsoft Endpoint Configuration Manager), analytical skills Show less

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  Amazon Development

  May 2020 - Jun 2023

  Senior Technical Support Representative with French

  - Handle queries through phone and chat, for French- and English-speaking employees, on specific internal tools and assets- Technical assistance to the users while respecting the data privacy agreements- Occasional back-up on Spanish to make sure that SLA targets are met, based on business requirements & workload (peaks)- Translation of knowledge base articles and internal newsletters from English to French- Train the new-joiners of our team and assist them after finishing the on-boarding trainingSkills: French, English, Omnia and BMC Remedy ticketing systems, Cisco VPN, AWS Workspace – specific virtual machine, AWS Shield – internal knowledge database, Chime – internal communication channel, technical support, hardware troubleshooting, analytical skills, document translation, ability to respect tight dead-lines, attention to details, research, critical thinkingAccomplishments: I had the chance to vary my technical knowledge and I took part again in the pilot project and did the hand-over to new-joiners Show less

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  Ascensos

  Jun 2023 - Aug 2023

  Systems technician with German and French

  - Handle queries through phone and e-mail, for French- and German-speaking employees, on specific internal tools and assets.- Resolve the end-customer’s requests in a timely manner, while respecting the privacy agreements and SLAs.Skills: German, French, Gmail, Google Drive, Slack – internal communication channel, WeWork platform, analytical skills, document translation, ability to respect tight dead-lines, attention to details, research, critical thinkingAccomplishments: Besides English and French, I had the chance to use my German language skills and work with new tools, for internal and customer-use both. Show less

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  Akkodis

  Jan 2024 - Apr 2024

  Technical Support with German

  - Technical support for German-speaking users, by phone and chat- Handling inbound calls and tickets for B2B, according to provided work procedures- Initiating outbound calls in order to solve urgencies and leverage tickets closure in a timely manner, as per the SLAs- Troubleshooting issues with Microsoft Office pack (Teams, Excel, Outlook) or internal tools through remote control- Master data tasks in Microsoft Exchange and Active Directory: Handling users’ permissions for new-joiners or additional access on request (distribution lists, user groups, contact data)- Remote software installation and update on users’ PCs- Upgrading the license software on various apps (Visual Studio and Adobe license, Visual Pro, Visio, Office Packages)- Outlook profile setup for permanent employees- Creation of WLAN guest accounts and login credentials for office visitors - User account unlocks and password resets; VPN profile updates or troubleshooting VPN issues- Instructing the users on how to raise specific queries from the internal catalogue, so they can order new services (Shared Mailbox, Distribution List, Local Admin Rights, Active Directory Accounts, Application Guest Account, Licenses and Upgrades, Softwares, Business Solutions, IT Accessories, etc)- Dispatching the L2 requests to the dedicated teams, depending on the caseSkills: German, English, BMC Helix ticketing platform, Microsoft Teams – internal communication channel, Outlook, Active Directory, Ivanti (internal substitute for SCCM platform), Adobe Admin Console, Visual Studio, Citrix Portal, Microsoft Exchange Center, Microsoft 365 Admin Center, Cisco VPN, Cisco Finesse – desktop softphone application, Remote Desktop + Ivanti – remote control applicationsAccomplishments: I gained more experience while working with German-speaking users and refreshed the specific technical knowledge gained during my experience at Wipro Technologies. Show less

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  MLG International

  Apr 2024 - Jun 2024

  French Language Specialist

  - Text correction and review for LLM (large language AI models), according to a complex list of criteria. The work requires mastering the French language and doing online research too (fact-checking).- Attending to regular quality meetings, to keep up with the new customer’s requirements and improve our daily work- Reporting any LLM dysfunction (digression or misinformation) or toxic language coming from human users (e.g hate speech, dangerous requests)Accomplishments: I had the chance to grasp some knowledge about how LLMs are designed and get some experience within the AI field.Skills: French, Google Drive, Slack – internal communication channel, proof-reading, critical thinking, attention to details, fact-checking, research, ability to respect tight dead-lines Show less

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  Tata Technologies

  Jul 2024 - May 2025

  Technical Lead with German and French

  - Technical assistance to employees and subcontractors of an aerospace company, Service Now ticketing system, while ensuring the privacy agreements and SLAs are respected.- Access and user account management for French-, German- and English-speaking users- Acting as Admin for SAP PEA, PDA, PEM, PSM, PGI, SPA modules- Master data tasks: Creating user accounts in various SAP modules, handling new-joiner permissions and access or additional access upon request- Offering support on issues of internal tools or SAP errors that fall under the L1 domain- Writing new knowledge articles and updating the ones which are already in place- Proof-reading the translation of user guides for a specific tool (EPIQA) in French, Italian, German and Spanish- Dispatching the L2 requests to the dedicated teams, depending on the case- During the month of August 2024, I went to one of the clients’ premises in Germany to assure the interpreting part from German to English and intermediate the communication between the personnel and the visiting team during a work visit.Accomplishments: I acquired different technical notions within a new domain and had the chance to work as SAP admin. This fact allowed me to get a wider perspective on SAP, not only as end-user but also as technical support. Besides English and French, I also got the chance to work with German-speaking users on a daily basis.Skills: German, French, English, Service Now ticketing platform, SAP R/3, OCD (One-click-demand), ACPnG (Aircraft Data Processing), MyFox, MES (Manufacturing Execution System), Outlook, Google Drive, Gmail, Microsoft Teams – internal communication channel Show less