Experience

Mogo România

• Romania
• Banking
• 1 - 100 Employee

• Data and antifraud financial-banking specialist

  • Aug 2022 - Present



Webhelp

• France
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Team Leader

  • Mar 2022 - Aug 2022

  Providing supervision and motivation of staff to foster competitive performance.Ensuring efficient and productive handling of inbound call/chat volumes.Ensuring that staff has the necessary information, knowledge, and training to efficiently perform all job responsibilities.Maintaining knowledge of all programs/projects the inbound unit supports.Institute creative & innovative Rewards & Recognition activities for enhancing team performance and motivation.Fostering career advancement of the team members within the project or lateral movement.Ensuring that all key metrics of performance as per the Client SLA are met and exceeded through regular call monitoring, observed listening, live chat for query handling and on call assistance.Set objectives and clearly communicate goals and targets that needs to be met every month.Providing ongoing guidance, training, coaching, mentoring and motivation to staff to ensure exceptional performance and maximum utilization of resources.Setting the appropriate expectations of conduct and professionalism through example.Working with other supervisors and management team members to support advisors and maximize customer satisfaction.Ensure planning, prioritization, and management of the activities of Help Desk function to ensure the delivery of the highest standards in customer service. Show less

• Team Coach/ Subject Matter Expert

  • Jun 2021 - Aug 2022

  First point of contact for all technical questions from Engineers from all tenured levels.To handle complicated Customer Support CasesContributes to the continuous improvement of the performance of production teams.Gives feedback on anomalies or malfunction of customers and/or internal processes.Helps and work with team leader and quality analyst to organize the activity.Manage priorities by sending the right alerts to the right people. Conduct, monitor and review technical training and development programmes Customer Support Agents. Track KPI target achievements, e.g. global learning paths and development plans of agentsDevelop, adapt and implement new and innovative technical training programmes Support in-market trainers to conduct local trainingsTrack and report training results Maintain training library and training inventory, e.g. trainings aids, testers and special toolsAnalyse training needs and research on innovative and alternative training media and methodsContribute towards the overall training strategy together with the Head of QA.Receive, analyze, troubleshoot, replicate and resolve customer issues/questions with a goal to aid in customer success through the ticketing platform.Build knowledge of the internal tools and processesProvide rapid response and resolution within the SLA requirements.Ability to gather issue details, identify problems, mediate issues, recommend solutions and implement a course of action.Deadline and detail-oriented, with the ability to manage multiple customers and projects simultaneously.Ability to handle challenging customer situations with diplomacy and be cool under pressure.Ability to analyze customer incidents. Show less



Banca Transilvania

• Romania
• Banking
• 700 & Above Employee

• Customer Service Specialist

  • Jan 2019 - Jun 2021

  Provide end to end customer service to customers as per banks TAT; Handle product & service related queries; Address customer complaints and provide First contact resolution wherever possible; Ensure end to end follow up till the customer complaint is resolved and escalate when necessary; Coordination with relevant departments for processing within TAT's Timely and proactive delivery of resolution to customer queries. Perform call backs for additional information, resolution communication essential for success; Identify problem areas and refer to supervisors to immediately provide solutions to customers; To maintain high service levels to meet customer expectations keeping in mind the prevailing competitive environment; To stay informed of the latest developments in policies, products, processes and services offered by the bank and ensure effective application in dealing with day to day deliverables; To escalate unresolved problems to higher management to ensure resolution; Supervise and reconcile transactions and payment volumes across all our systems daily; Input and review outgoing payments; Dealing with payment queries and investigations; Review processing data and analysis; Propose solutions to continuously improve current processes and procedures; Use strong problem-solving skills and a deep understanding of our systems to resolve queries with our customers in mind; Handling general inquiries from clients and assisting RMs in all aspects of client services to ensure clients’ need are met; Assisting in the account opening/closing process and preparing and distributing client related administrative documentation; Conducting due diligence searches in connection with "Know Your Client" policies and procedures; Updating clients’ account/investment/market information in the system; Taking ownership of operational account problems and remaining accountable through to completion; Show less



Raiffeisen Bank Romania

• Romania
• Banking
• 700 & Above Employee

• Internship Trainee

  • May 2017 - Jun 2017

  Customer Service Specialist Customer Service Specialist