Bucharest, Romania
Tech-savvy, curious, ever-growing. I'm a passionate individual with a love for sports, computer assembly, and crafting custom keyboards. Whether I'm on the field, at my desk, or tinkering with electronics, I find excitement in the world of both physical and digital craftsmanship. Sports keep me active and competitive, while computer assembly and custom keyboards allow me to explore my technical and creative sides, creating personalized devices that enhance the digital experiences for those interested in them. Together, these interests define a dynamic and multifaceted part of who I am.
I was a member of a small team that embarked on an exciting journey to establish a brand-new department from scratch within an emerging FinTech company. Our primary objective was to create a robust support system that catered to the company's needs. As pioneers of this initiative, we were responsible for every aspect of building the department. Our focus spanned from defining the department's core functions and assembling a qualified team to setting up the necessary infrastructure and designing efficient processes.
• Performing quality audits to assess the accuracy of each item based on established guidelines. • Evaluating compliance with internal policies and procedures. • Enhancing service delivery consistency and quality, leading to improved performance and increased customer satisfaction. • Offering written and verbal feedback and coaching to team members and team leads based on audit findings. • Maintaining in-depth knowledge of processing procedures. • Identifying training and development requirements for the project. • Establishing a strong rapport with management to discuss development initiatives related to assigned responsibilities and undertaking special projects as needed or requested. In parallel, I have also got involved in Second Level Support(L2) activities as well as NOC activities. Tools used: Grafana, Playvox, Kibana, Tableau, MariaDB.
• responsible for the journey of new people that joined the Customer Support Team for one of Playtika's games (Board Kings). This included the accommodation process, being the point of contact for assistance with corporate-related queries, and also serving as a buddy for them. • permanently being in touch with the other departments, and having pre-release talks for features in order to prepare materials and information support for new and old agents. • create, adapt, and provide training materials and resources in order to bring new agents to a spot where they were independently able to handle customer queries and interactions. With a further focus on improving toward excellence. • substituting some of my manager's tasks when while they were on vacation: delegating tasks in the team, assessing risks, and communicating with stakeholders
Upon the introduction of a new outsourcing team, the scope of responsibilities and coordination requirements expanded significantly. The team identified the need for a more streamlined and optimized approach to ensure efficient task assignment, maintain quality standards, control metrics, handle reporting, address problem-solving scenarios, and facilitate seamless communication. As a result, this role underwent a further transition, evolving into a Trainer Position. Simultaneously substituting the Team Leader Job during busy quarters.
Main responsibilities: -> assist over chat customers with service related questions, concerns, technical difficulties. -> escalate and maintain a low-risk zone for major issues that may appear. -> sustain a high volume of interactions while maintaining a high(and increasing) KPI and NPS score Additional reponsablilities: ‣"floor support": - an additional line of support between Customer Support Agents and Suppervisor. - first line of contact for colleagues that needed additional information or help in handling difficult situations.