Operational team monitoring, adjustment of work schedules to meet established performance criteria. Monitoring individual and team performance in terms of productivity criteria, customer compliance and customer satisfaction, communication of results, and working procedures. Organizing regular meetings with the subordinate team and individual discussions to improve performance or communication skills. Monitoring compliance with work schedule and compliance with working procedures. Monthly calculation of team bonuses. Monitoring the proper functioning of the equipment and workstations for the subordinate team. Participation in interviews and validation of candidates in terms of language and project eligibility criteria. Collaborating with different internal and / or external departments to implement new projects / workload and managing these new projects / workloads.
Customer service representative - Sales support - Post sales support - Billing support
Phone / Chat / Email support provided to consumer customers for an international online store in Dutch and English
Taking over difficult customer escalation cases that cannot be resolved to the first level of support, providing support and helpdesk to tier1 agents, identifying and resolving issues arising within the project.
CRM, Web Applications
SEO, Social Media, Customer Care, Team management, Web Design
My education and trainings
Master - International Relations and Security - "Lucian Blaga" University of Sibiu
Bachelors Degree, International Economics - "Dimitrie Cantemir" Christian University of Bucharest2007 - 2010
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