Experience

Recognyte

• United Kingdom
• IT Services and IT Consulting
• 1 - 100 Employee

• L3 Technical Support

  • Jun 2022 - Present

  Establish and maintain positive relationships with customers. Troubleshoot and resolve technical issues with Recognyte products. Act as a bridge between customers and the Development team, ensuring effective cooperation and valuable feature implementation. Implement support processes and reporting systems. Jira Admin Handle internal IT admin tasks, including onboarding new employees, managing access to tools, and troubleshooting internal IT tools. Serve as a G Suite and Jira Administrator. Show less



8x8

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Senior Technical Support Engineer

  • Jul 2020 - Jun 2022

  Same responsibilities as for Enterprise Technical Support Engineer, but additionally include:• Troubleshoot call quality and network related issues with customer• Ensure proper escalation to higher tier teams• Take over escalation calls from Tier 1 if necessary• Conduct in-depth troubleshooting and data gathering for escalation teams• Ensure case is escalated to correct department• Work on high priority and impact cases and ensure resolution in a timely manner

• Enterprise Technical Support Engineer

  • Jun 2019 - Jul 2020

  • Advanced troubleshooting and resolving technical issues associated with 8x8’s hosted communications products via phone, case management system and through e-mail queries• Carry out screen-sharing to help troubleshoot/diagnose and resolve technical issues• Reporting on customer activity• Respecting strict service level agreements• Knowledgebase article publisher• Constantly working with cloud based VoIP systems• Working based on strict KPI's• Offering training and on-boarding sessions to new joiners• Creating training materials and schedules• Understanding of VoIP systems• Basic SIP knowledge• Call Trace troubleshooting• Working with Salesforce on a day to day basis• Experience with Jira Show less



Darwin

• Romania
• Software Development
• 400 - 500 Employee

• Client Support Specialist

  • Dec 2016 - Jun 2019

  • Answering Inbound calls and emails• Delivering an excellent call centre experience to all Thomsons clients and employees• Meeting and exceeding call centre KPIs both individually and as part of a team• Delivering a high standard of quality in-call handling and call logging• Respond to email queries and employee requests on time, and to the required high standard• Taking ownership of queries and ensure they completed correctly and within time• Handling and recording complaints to FSA standards and timeframes• Supporting colleagues in delivering urgent requests and re-prioritisation of work load where needed;• Reconciliation of provider data;• Delivering a high standard of quality on all helpdesk tasks working to relevant deadlines;• Taking ownership of queries and employee/ client requests, ensuring they are completed to a high standard and within the required timeframe;• Log all utilization to meet business targets;• Supporting the Client Team Managers and Client Team Leaders as required to maintain service levels;• Working closely with the Account Management team, to ensure meeting the client’s expectations.• Handle escalations and complaints from the employees and ensure they are prioritized and picked up with the Client where the case.• Ensuring all client documentation is up to date• Communicate all client changes to the peers; taking ownership of any crucial information to be communicated clearly to the team.• Attending client launches and putting together Client Documentation for the team.• Playing an important role in Annual Selection Windows and how these are rolled out from a Helpdesk perspective.• Suggest and help implement any improvements to process and delivery to ensure productively is maintained and efficiency met; Show less

• Associate Configuration Specialist

  • Jan 2018 - May 2018

  • Responsible for delivering the successful implementation of Darwin™ (Darwin is a cloud-based global benefits management and employee engagement software service).• Scoping and providing estimates for configuration of a Darwin solution to the Project Lead and Delivery Managers.• Producing and contributing to both internal and external project deliverables to the highest standards of quality as directed by the Project Lead• Planning, performing, and documenting testing of new and existing functionality to the defined specifications/requirements and supporting clients and the Project Lead in this activity.• Conducting Client User Acceptance Testing (UAT) to confirm the system setup is designed to meet customer expectations and functional specifications sign off from the Client.• Using data gathering, facilitation and diagnostic skills to design and configure inbound and outbound data interfaces and reports. Show less



Arvato

• Cluj County, Romania

• Customer Support Representative

  • May 2016 - Dec 2016

  • Promoting Client support by means of phone/email/chat. • Offering information/solutions/counseling to customers regarding the company's services. • Promoting the products and services of the company by means of knowledge, attitude, information. • Documenting all operations in the company's database, according to the work procedures compliance with • company regulations with regards to data protection and information security. • Constant development in regards of handling internal procedures and technical changes, in order to assist the • customers in a professional manner. Show less



JacTravel

• United Kingdom
• Travel Arrangements
• 1 - 100 Employee

• Customer Support Advisor

  • Aug 2015 - May 2016

  • Mainly selling hotel room reservations for travel agencies and also partner wholesalers such as Gulliver Travels, Hotelbeds. • My responsibility in the company was to provide support for travel agencies whom are based in the Benelux territory. • We provided support mainly over e-mail and phone. • Aim to provide professional and seamless customer support. • Managing requests and desires of customers, channeling communication between the agency and the hotel, making it as easy as possible. • To provide advice, support and to manage all non-group inquiries and bookings in the most effective and cost efficient way, to convert booking requests into bookings and undertake activities relating to these booking, to proactively manage the follow up of inquiries and bookings. • Receive non-group inquiries and booking requests on a daily basis from the agents, affiliates and sales offices via in-house computer system, telephone, email or fax. • Prioritize the work load according to deadlines, arrival dates specified service standard requirements. • Update the IT system with bookings and other information. • Research appropriate suppliers including the utilization of non-contracted suppliers(hotels) wherever appropriate. • Contacting suppliers according to the sales requirements either by e-mail, fax or telephone to make reservations. • Negotiate the best possible rates and conditions. • Keep agents and affiliate customers updated on a daily basis as to the activities being undertaken in relation to the specific inquiry or booking. • Provide the customer with detailed information including prices that meet their requirement. • Ensure that all inquiries and requests however received are managed to a successful conclusion within specified service standard requirements. • Managing with all operational matters once the booking has been confirmed such as amendments and additional requirements. Maintain and enhance good business relationships with agents, affiliates and suppliers. Show less



Orange

• France
• Telecommunications
• 700 & Above Employee

• Sales Representative

  • 2012 - 2014

  • Achieving monthly targets, promoting and selling Orange products. • Keeping in touch with customers and resolving their problems via phone, email, or in person. • Accounting, maintaining and developing the inventory in the store. • Updating my knowledge regularly of the new technologies regarding mobile phones, of the changes regarding Orange products and services, such as voice, data and TV contracts and other similar products • Achieving monthly targets, promoting and selling Orange products. • Keeping in touch with customers and resolving their problems via phone, email, or in person. • Accounting, maintaining and developing the inventory in the store. • Updating my knowledge regularly of the new technologies regarding mobile phones, of the changes regarding Orange products and services, such as voice, data and TV contracts and other similar products