Elena Racu

Technical Integration Engineer at Tradeshift
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Contact Information
us****@****om
(386) 825-5501
Location
Bucharest, Bucharest, Romania, RO
Languages
  • Romanian Native or bilingual proficiency
  • Portuguese Professional working proficiency
  • English Full professional proficiency
  • French Professional working proficiency
  • Spanish Limited working proficiency
Skills

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Matilda F.

I have had the pleasure of working with Elena in the past year. She proved to be an amazing team player, a creative problem solver, proactive and trustworthy, with a learn-it-all attitude. Elena's highly positive presence, calmn manner and willingness to empower her peers contributed to a stronger team culture. And broad expertize in the IT arena and effective customer orientation contributed to the team's success. She will be a great asset to every team due to her can-do attitude, genuine passion for IT & foreign languages and willingness to implement new strategies to improve the business.

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Credentials

  • Learning Regular Expressions (2011)
    LinkedIn
    Jan, 2020
    - Nov, 2024
  • ITIL Foundation
    APMG International
    Nov, 2016
    - Nov, 2024

Experience

  • Tradeshift
    • United States
    • IT Services and IT Consulting
    • 400 - 500 Employee
    • Technical Integration Engineer
      • Sep 2018 - Present

      The focus of my role is building a personalised B2B solution for electronic documents (invoices, credit notes, purchase orders, order responses, purchase requests, application responses etc.), integrating the two parties (seller & buyer) via the Tradeshift platform. As a Technical Integration Engineer, I am responsible for all aspects of the technical e-invoicing integration, which includes solution architecture, its' implementation, consultation and support through testing, go-live, and hyper-care. To accomplish this, I'm working with a variety of transfer protocols such as: API, FTP, FTPS, SFTP, AS2 etc. and mapping different document business standards: EDIFACT, XML, CSV, UBL, IDOC, cXML etc. by means of data transformation technologies (XSLT, RegEx etc.) to match industry standards and create end-to-end EDI integrations between different ERP systems. Other responsibilities of my role include: - Driving the success of users by familiarising them with the Tradeshift platform and providing them with the best solutions and services to drive their success; - Working across global teams to ensure required changes are tested throughout, so that existing integrations are not disrupted; - Providing technical assistance to suppliers and working to find ways to improve and streamline services and user experience; - Logging, tracking, prioritising change requests and bugs in JIRA; - Keeping detailed records on the development of the solution and communication with the customers through Salesforce and Zendesk; - Writing technical documentation when needed (Confluence article, video-trainings); - Training and mentoring new team members; Show less

  • Microsoft
    • United States
    • Software Development
    • 700 & Above Employee
    • Support Engineer
      • Jul 2017 - Sep 2018

      - Taking ownership of customer issues reported and seeing problems through to resolution; - Researching, diagnosing, troubleshooting and identifying solutions to resolve issues related to Microsoft Office products; - Maintain communication with clients through phone, email or chat, until a solution is provided; - Collaborating cross-organisations to ensure customer issues are resolved in a timely manner; - Properly escalate unresolved issues to appropriate internal teams (e.g. software developers, product group) - Prioritise and manage several open issues at one time, ensuring they are properly documented; - Document technical knowledge in the form of notes and manuals; Show less

  • Honeywell
    • United States
    • Appliances, Electrical, and Electronics Manufacturing
    • 700 & Above Employee
    • Lead Technical Support
      • Apr 2015 - Jul 2017

      - Covering the Technical Support Helpdesk (Hotline, e-mail, live-chat, web support and forum) during office hours. - Providing pre- and post-sales technical assistance for internal and external customers, facilitating the identification, investigation, resolution, root cause analysis and replication of technical issues. Areas include, but are not limited to, configurations, installation procedures, application functionality, for bar code scanners, mobile and vehicle mount computers. - Creating, tracking and monitoring CRM records for all incoming support requests. Keeping the CRM system updated with current information on the support case, related activities and resolution, as well as customer contact information. - Timely resolution of customer issues (first day resolution). Escalation to second level of support and/or management, following OLAs and SLAs, when applicable. - Keeping the customer updated on the status of reported problems, ensuring communication with a strong focus on customer service and solution quality. - Supporting the knowledge-sharing mindset and applying the Knowledge Management Methodology (KCS) guidelines. - Continuing the process of expanding the Safety and Productivity Solutions (SP&S) Knowledge Base, in an ongoing effort to create and enhance solutions for customer grievances. - Maintaining and extending product knowledge by self-study and by attending relevant training sessions. - Moderating the SP&S technical forum, in close relation with management and the software engineering team. - Delivering technical training sessions on SP&S products, on specific work tools (Salesforce included) and internal procedures for new hires. - Delivering the Customer Excellence workshop for new hires. - Conducting the daily team meeting for the Tier 1 NA and LATAM staff when supervisor is out of office. Show less

  • Vodafone
    • United Kingdom
    • Telecommunications
    • 700 & Above Employee
    • Customer Support Manager - Vodafone Roaming Systems
      • Feb 2014 - Apr 2015

      - Monitor testing cases for assigned telecommunications operators; - Conduct formal/scheduled telephone conferences with customers, maintain/circulate minutes of meetings and deliver results according to the action points agreed upon; - Support the transition and delivery of new roaming services, mostly during the testing phase; - Liaise with the testing team to ensure planning and test coverage are performed correctly; - Ensure the quality and accuracy of the test deliverables; - Monitor and report progress according to the plan, providing guidance where required, as well as taking any corrective action to make sure the agreed plan is achieved; - Perform daily activities in accordance with established Service Level Agreements; - Manage delivery on assigned customer queries/complaints; - Provide advice to customers on test queries, technical issues, procedures and projections; - Communicate results and updates made to the testing process to assigned customers; - Reduce the amount of genuine complaints; - Proactively identify issues and flag them to the relevant teams; - Deliver weekly/monthly reports showing service delivery and process improvements. Show less

  • CGS Romania
    • Romania
    • Outsourcing and Offshoring Consulting
    • 200 - 300 Employee
    • Customer Care Representative - Dell Portugal Project
      • Feb 2011 - Feb 2014

      - Confer with mostly Portuguese customers by telephone in order to provide information about Dell products and services, or to process orders, verify shipment status, obtain details of complaints; - Advise clients in choosing the best solution for the issue reported; - Verify and update customer and product information in the internal CRM program; - Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken; - Check that appropriate steps are taken to resolve customers' complaints; - Contact customers in order to provide feedback or updates on technical investigations; - Initiate proactive calls in order to record direct feedback on closed service requests; - Refer unresolved customer grievances to designated departments for further investigation; - Maintain a good working relationship with suppliers, on-site engineers, delivery companies and collaborators; - Working in this position, I have become accustomed with programs and applications developed by Citrix, OpenSpan Studio and Siebel (Oracle). Other programs and applications used include: Automatic Call Distribution (ACD) Client Mediatel; the VoIP based telephony application Avaya X; the internal CRM program Delta; the internal Delta Knowledge database (basic skills); Microsoft Office applications (Word, Excel, Power Point); Open Office Suite; Outlook Express e-mail client program; Mozilla Thunderbird e-mail application. Show less

Education

  • Universitatea „Politehnica” din București
    Master of Business Administration (MBA), Human Resources Management and Services
    2013 - 2015
  • University of Bucharest
    Bachelor's degree, Portuguese Language and Literature, English Language and Literature
    2008 - 2011
  • Colegiul Național Gheorghe Lazăr, București
    High School, Humanities/Humanistic Studies
    2004 - 2008

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