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Junior
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Dedicated Customer Support Specialist
Vlad Mihail Sacaleanu
,
, United Kingdom
Experience
Other titles
Skills
I'm offering
Relocated to London with the goal of accumulating 2 more years of customer service. If the accommodation plays out well for me, I am determined to gain and retain more knowledge, expertise in various directions, while improving my mindset and skills towards customer service, more complex roles such as project coordination and management.
I am also very prepared to add to my studies, a Master's degree in Social Work or Behavioural Sciences here, in England. I keep in mind the option to obtain a social work certificate equivalent and advance to a office, later executive position.
Knowing me, friendly, funny and versatile, I embrace collaboration and value my contribution at all times. I am very supportive and well known for high volumes of peer recognition.
I'm not limited to these options and can consider other possibilities if they fit my profile.
I am also very prepared to add to my studies, a Master's degree in Social Work or Behavioural Sciences here, in England. I keep in mind the option to obtain a social work certificate equivalent and advance to a office, later executive position.
Knowing me, friendly, funny and versatile, I embrace collaboration and value my contribution at all times. I am very supportive and well known for high volumes of peer recognition.
I'm not limited to these options and can consider other possibilities if they fit my profile.
Markets
United Kingdom
Industries
Language
English
Fluently
Ready for
Larger project
Full time contractor
Available
My experience
2017 - 2020
job
User Support Specialist
Iasi.
Account and access administrator for pharma global giants such as Pfizer, Roche, AbbVie, Merck, AstraZeneca, Bayer, Novartis and many more. Creating, managing, updating specific records of internal and external accounts across multiple platforms. 24/7 coverage for every client, providing support in different shift patterns across multiple time zones. Cooperating on a daily basis with Project Managers and Coordinators from the Head office in Hammersmith to continuously achieve business success.
Trained temporary and new staff members utilizing specific guidelines. Fulfilled logistic operations, monitored and quality checked specific team processes. Confident in working autonomously as well as being part of larger teams.
Improved stream and team performance by frequently exceeding several personal performance indicators. Involved in refining the work process, overall, boosting the team's knowledge base, suggesting turnarounds and implemented creative ideas. ITIL Foundation System of team operation.
Ensured client requests were processed within agreed SLA terms and achieved, often exceeding regular KPIs (registered no client complaints, time utilization always above 95%).
Delivered premium services and support, noticeable enhancing the customer's experience and well-being (receiving positive feedback on a daily basis). Promoting a supportive and friendly image of the company.
Created and maintained complex client correspondences via e-mail or phone, as well as mediating difficult customers and key situations.
Recipient of three bonus performance awards over three years of collaboration.
Familiar with Microsoft Teams, Slack, Skype for Business, Core HR, Workfront.
Trained temporary and new staff members utilizing specific guidelines. Fulfilled logistic operations, monitored and quality checked specific team processes. Confident in working autonomously as well as being part of larger teams.
Improved stream and team performance by frequently exceeding several personal performance indicators. Involved in refining the work process, overall, boosting the team's knowledge base, suggesting turnarounds and implemented creative ideas. ITIL Foundation System of team operation.
Ensured client requests were processed within agreed SLA terms and achieved, often exceeding regular KPIs (registered no client complaints, time utilization always above 95%).
Delivered premium services and support, noticeable enhancing the customer's experience and well-being (receiving positive feedback on a daily basis). Promoting a supportive and friendly image of the company.
Created and maintained complex client correspondences via e-mail or phone, as well as mediating difficult customers and key situations.
Recipient of three bonus performance awards over three years of collaboration.
Familiar with Microsoft Teams, Slack, Skype for Business, Core HR, Workfront.
Operations, ITIL, Pharma, Support, Microsoft Teams, Office, Skype for business, Patterns, Administrator, Processes, Bonus, Many more
2017 - 2017
job
Customer Support Advisor
Capgemini.
First line support agent, handled calmly and proactively all initial customer communications, via phone calls or e-mails. Provided technical troubleshooting for software and hardware related issues (mostly clients from the UK and America). Classified all incoming incidents, requests with the appropriate priority and accurate record them with specific ITSM tools. Generated login tokens for different account types over multiple platforms.
HyperCare Agent for a UK small project, escalating critical over the phone support requests to the Major Incident Manager, with lightning speed reaction time, framing the exact situation and detailing the aspects of the issue. Also reported to designated resolving teams, depending on the nature of the scenario.
HyperCare Agent for a UK small project, escalating critical over the phone support requests to the Major Incident Manager, with lightning speed reaction time, framing the exact situation and detailing the aspects of the issue. Also reported to designated resolving teams, depending on the nature of the scenario.
Support, Hardware, Software, Manager, Agent
My education
?
-
2019
University Iasi
Bachelors, General
Bachelors, General
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