Customer Support Team Leader

URICARIU ADRIAN

Team Lead - Superbet

From Bucuresti

Contact details

Email: ******.********@*****.*** Tel: +407******** About me

Motivated about challenges and opened to new ideas. A strong believer in that determination is the most important key to success. Professional experience

Experience by

departments

Client Service / Call Center: 1 year and 3 months

IT Software : 1 year and 9 months

Crewing / Casino / Entertainment: 3 years and 11 months Apr 2021 - present Team Lead - Superbet

1 year and 3 months Bucharest Client Service / Call Center Call-Center / BPO Coaching and managing a team of 15+ customer support agents. Reponsabile for team and agents KPI.

Giving monthly coaching sessions.

Cooperating with other departments to ensure the an excelent customer experience and a good business outcome.

Acquired skills and knowledge:

Jira, zendesk, people leadership, team orientation May 2019 - Mar 2021 Customer Support Shift Lead - Blue Chameleon Tech 1 year and 11 months Bucharest Crewing / Casino / Entertainment Call-Center / BPO Responsibilities :

- Provide direct assistance to support agents as a priority and reinforce workflow procedures .

-Managing the customer support team alongside other shift managers, in rotation.

- Overseeing business activity (websites, payments and activity for other departments during and outside management business hours)

- Conducts guidance sessions to improve the quality and analyze deficiencies for CS agents.

- Handling emails and complains via tools as Zendesk and Zimbra.

-Probe and escalate technical issues via Jira to the relevant department.

- Implementing and evaluating new practice and procedures for all agents in the customer support department to improve customer experience.

- Provides structured recommendations to the management regarding team performance. Best skills and knowledge acquired :

- Ability to work independently and to be able to generate new ideas aimed to improve or consolidate already set procedures.

- Outside thinking .

- Soft skill ; Managing and guiding different people and departments to a common goal.

- Conflict resolution skills.

Acquired skills and knowledge:

Team Management, microsoft excel

www.ejobs.ro

*******@*****.**

CV Uricariu Adrian Pag. 1/3

May 2017 - Apr 2019 Online Gaming Sales Specialist - Pathwwway 2 years Bucharest Crewing / Casino / Entertainment Call-Center / BPO Responsibilities:

- Present, promote and sell products via chat and phone for multinational clients.

- Outbound calls meant to consolidate sales deals.

- Establish, develop and maintain positive business and customer relationships.

- Coordinate sales effort with team members and other departments.

-Use multiple tools to collect data and analyze trends or patterns that affect the quality of service required.

-Reach the required montly sales threshold.

Best skills and knowledge acquired:

- Selling and negotiating skills.

- An increased ability to handle a high workflow and to work under pressure.

- Creating a work routine which provides best results.

- Improved work ethics.

Acquired skills and knowledge:

negotiation and sales skills

Sep 2015 - May 2017 Technical Support - AOL Mail - CGS Romania 1 year and 9 months Brasov IT Software Call-Center / BPO Responsabilities:

- Provide client support and technical issue resolution via phone and e-mail.

- Installing and configuring computer hardware operating systems and applications.

-Using Salesforce as a tool to update customer?s account details and also to record all interactions.

- Troubleshoot system and network problems.

-Configurating e-mail applications such as Outlook, Apple mail and AOL app.

- Establish a good working relationship with customers and other professionals. Best skills acquired:

- Team work.

- Customer Support skills.

- Using multiple system to collect data in an efficient manner.

- Gaining work experience and learning proper work etiquette. Acquired skills and knowledge:

Salesforce, phone support, remote troubleshooting

Education

2013 - 2018 Undergraduate - Colegiul Tehnic Transilvania Autocad Designer Brasov

Skills

General skills

Microsoft Office, Technical skills and competences, experience in sales, Salesforce Foreign languages

english - Advanced, portuguese - Intermediate, spanish - Intermediate www.ejobs.ro

*******@*****.**

CV Uricariu Adrian Pag. 2/3

Other info

Certifications

EF SET Certificate(TM)

acquired on Mar 2021

efset.org/cert/Cp7hys

Hobbies

traveling, reading, learning new languages, Meditating www.ejobs.ro

*******@*****.**

CV Uricariu Adrian Pag. 3/3

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