Ilinca Busuioc

Experience

• 

  Vip Magazine

  Oct 2007 - Sept 2008

  Editor

  Field research to find story ideas and editing magazine articles/stories for the weekly edition.

• 

  Stefanini

  Jan 2009 - Jan 2014

  ▪ Daily coordination of the execution of the Incident Management processes for a shared services team, supporting 6 clients.▪ Coordinating Priority 1 & Priority 2 tickets handling and High Priority Incidents, managing hierarchical escalations and acting as buffer between Users, Service Desk and Client Support Groups/Vendors.▪ Monitoring the Incident queues and mailboxes based on project needs and SLAs and assigning tickets.▪ Monitoring the Quality Node and providing real time feedback to SD Analysts on QC received.▪ Briefing the team on changes or deployments that may affect volumes at the ServiceDesk and sending weekly/monthly notifications towards users.▪ Monitoring the progress against established SLA's/KPI's and Service Delivery Best Practices (ITIL) and regularly reporting to senior management.▪ ServiceDesk and 2nd level groups Backlog follow-up. Liaise with Team Leader/Client Support Groups SPOC for any follow-up related issues. ▪ Creating daily or weekly reports in accordance with the client’s and management’s requests, by using reporting tools like BOXI Info View, CA-SD, ServiceNow and IEX TotalView for extracting data.▪ Participating to monthly Business Improvement meetings along with the Quality and Project Management teams. Show less

  • Incident Controller

    Oct 2011 - Jan 2014

  • IT support technician (French - English)

    Jan 2009 - Oct 2011
• 

  Dell

  Jan 2014 - Jan 2015

  Field Services Workflow Coordinator

  ▪ Responsible for assigning Client End User Tickets to the Field Service Team, ensuring that Client Service Agreements (SLAs) are identified and considered when dispatching.▪ Coordinating the parts deployment along with field service labor.▪ Work in conjunction with multiple cross -functional organizations analyzing situations and data.▪ Serve as the escalation point for technician's deployment issues▪ Communicate with customer site contacts and handles questions from customer regarding delivery timing.▪ Coordinates with various Third Party Venders. Responsible for providing logistical oversight from initial contact to service complete.▪ Attempts to resolve exceptions by finding alternative delivery options. Contact customer to review exceptions and estimated delays to the extent that no alternative delivery options are available.▪ Escalate to Field Services Management on issues that impact the entire operation.▪ Manage process improvement projects independently bringing recommendations to management.▪ Identifying potential risk/resolution approaches for targeted Client tasks/deployments.▪ Provide assistance to Dell Service Areas on scoping & implementation planning Show less

• 

  Microsoft

  Jan 2015 - now

  Relationship Manager (Customer Recovery) investigates and resolves customer escalations that are escalated outside of the designed support model. Relationship Managers have a proven ability to handle some of the most challenging and sensitive customer situations (Executive team, Legal and PR teams) by leveraging their strong communication skills and customer empathy. Responsibilities • Customer recovery and problem resolution, with a focus on customer listening, empathy, and meaningful resolution that inspires customer loyalty. Drive positive results for customer & partner experience and customer retention• Prioritize resolution of Executive, Legal and Press cases to minimize risk to Microsoft• Drive customer recovery across all products, services, and customer support scenarios such as Windows, Office 365, Active Directory, Networking etc.• Advocate for the best resolution possible for the customer while balancing Microsoft policy and interests through exception management.• Communicating effectively case status and roadblocks to stakeholders• Documentation of customer issues for further analysis by the business.• Identifying reoccurring/emerging issues and escalating to the appropriate channels• For technical issues, engagement with Engineering with respect to the release of code/updates to address critical, systemic and emerging issues. • Work closely with Supportability Program Managers, Technical Advisors, Escalation Engineers, and cross organizations to ensure that key support escalations are addressed• Adhere to strict SLA• Self-prioritize and manage case work• Contribute towards the identification and elimination of root cause. • Identify opportunities to provide a better customer experience• Create documentation as necessary (for issues, product defect and how to articles, or general purposes such as process and documentation for the future, etc.) • Engage escalation path for consultations and exception approvals per process Show less The Office 365 Field Case Management Support role works closely with the members of the EMEA Field Case Management Team and supports them in daily operations by owning and driving end to end activities. The main work streams are:The Duty Management part of this role is a key responsibility that ensures the team is operating efficiently by owning the following activities:• Drive the team triage and ensure ownership, tracking and updates on owned cases• Monitor the team’s escalation alias• Manage the handover at EOB• Drive the team’s resource planning• Own various reporting activities on reactive casesThe Pre-Activation Check is an offering to the Sales teams aimed to identify at an early stage potential Office 365 deployment blockers by running a series of checks on the most recurrent escalation triggers:• Triage list of deals received from the sales pipeline• Monitor global distribution list for new EMEA deals to check• Create and assign cases to the team for review• Reporting: Insights Deck preparation, own the master reports and provide monthly reporting for business reviewsEOS911 project. The EMEA Field Case Management Team is directly responsible on liaising the communication between the Customer and Field Advocacy team and the outsourced technical support supplier teams based in EMEA:• Monitoring the team’s escalation alias and identifying the right resources to assist for each escalation or complaint• Tracking and reporting activities• Be the main point of contact for outsourced management and internal teams involved in escalations and complaints• Participation in improvement activities based on escalation patterns involving both outsourced suppliers and internal stakeholders Show less

  • Customer Relationship Manager

    May 2019 - now

  • Duty Manager

    Jan 2015 - May 2019