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Work Background
HPCustomer Operations Specialist
Oct. 2019Bucureşti, România
HPCustomer Specialist
Oct. 2019Act as a first point of contact for regular, ongoing customers, on daily operational matters, developing and maintaining strong, long-term relationships. Resolve operational issues that may arise from the end-to-end sales process (e.g., order status, and deliveries, invoicing, returns and financial post-sales programs). Engage with other functions and organizations to resolve issues (e.g., sales teams, supply chain, logistics), as a subject-matter expert on internal processes. Represent the team in regular meetings with Process Managers and with other groups within HP, actively participating in discussions about process optimization. Conduct training sessions within the team on process updates or new processes implemented. Worked on developing and testing a new Power BI dashboard that uses AI to compare customer orders with the orders from the system, to detect possible discrepancies that could cause incorrect invoices. Trained the team to use the Power BI dashboard developed, and correct orders before invoicing; this helped improve the company's cash flow. Provides mentorship and training to junior customer engagement managers, sharing expertise, and facilitating their professional growth. Analyze KPI results to find improvement opportunities; take action on each point that affects the KPI results towards meeting the targets, involving customers and different teams within HP. Worked on tickets in a timely manner, respecting established TAT. Ensuring communications are registered in our ticketing system, maintaining accurate records for future reference and archiving purposes. Ensured smooth transition from SAP Fusion to SAP4 Hanna, transmitting each customer's requirement to the development team. Represented the team in VIA (Voice Inside Action), a program that aims to improve work life, where each team representative met in a forum with higher management; brought to the discussions feedback and pain-points from colleagues, even on sensitive topics.
Telus for Airbnb customerCustomer Support Specialist
Jul. 2018 - Aug. 2019Managed bilingual customer inquiries, ensuring effective communication and support. O�ered support for Airbnb customers via inbound calls, instant messages and emails. Explained with calm, patience and in an easy-to-understand language, the platform's policy. Analyzed feedback and transmitted it to appropriate teams to improve service processes and customer satisfaction rates. Conducted investigations into disputes, facilitating resolution between guests and hosts. Enforced platform's policies when solving a dispute. O�ered guests support in finding new accomodation in case of last-minute cancellations. Mediated after-stay situations involving refunds for guests and damage coverage for hosts. Close follow-up with customers until the issue is resolved. Tracked all interactions in our CRM, maintaining accurate records for future reference.
Teleperformance (Part-Time)Customer Support Representative
Feb. 2017 - Oct. 2017Customer support representative for EA Sports project. Resolved customer queries efficiently via phone and live chat support systems. Managed bilingual customer inquiries, ensuring effective communication and support. O�ered general information on games, launch dates, compatible gaming platforms and prices. Supporting with basic troubleshooting for games and internet connections when needed. Supporting with in-game purchases and missing in-game items. Collaborated with game developers to address bugs and improve user experience proactively. Collaborated with next level tech support to solve users' problems. Documented interactions in our CRM, maintaining accurate records for future reference.
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