Lavinia-Alexandra Drăgoi
Stejerișului St. 25
Brașov, Romania
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Professional Profile:
As a customer service specialist with almost 2 years working experience I have acquired a strong customer’s service experience. Throughout my experience on the international CS market I have acquired strong communication skills, a personal approach to the business combined with eagerness to constantly over-achieve. I have been constantly in the top ranks of the teams that I worked for and I have been constantly surpassing the key figures expected for me to deliver. I have a strong customer focus and business acumen acquired while working as Help Desk Specialist, with vast experience communicating with internal departments and third parties, resolving issues, managing client accounts, anticipating client needs and co-ordinating logistics. I am easily adaptable relishing fast paced environments with the ability to work autonomously or within a team. Confident, diligent and thoroughly dedicated in all pursuits: currently seeking a new professional challenge in which to further develop and apply a highly transferable skill-set, guaranteed in the ability to deliver significant and measurable value to any organisation.
Core Competencies / Skills:
Proficient in all the technology and Internet based applications relevant to my work.
Attention to detail and a commitment to doing my very best.
Highly efficient multitasker ( organized, establishing priorities and managing my time).
Always working toward productivity in my areas of responsibility, through efficiencies of time, resources, money, and effort.
Exceptional negotiation and communication skills. Maturity in dealing with others in the full range of human interaction.
Creative problem solver.
Critical thinking skills that allow me to think through a problem, define the challenge and its possible solutions, and then evaluate and implement the best solution from all available options.
Teamwork skills (the commitment to the team and its success comes first!).
Leadership skills (by having everyone's success as a goal!).
Motivated (I always give that extra effort to get the job done and get it done right!)
Employment History:
January 2017 – April 2017: Vodafone Company Romania
Back Office Specialist
Identify and assess customers’ needs to achieve satisfaction.
Build sustainable relationships of trust through open and interactive communication.
Provide accurate, valid and complete information by using the right methods/tools.
Handle complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
Keep records of customer interactions, process customer accounts and file documents.
Follow communication procedures, guidelines and policies.
October 2014- February 2016: Computer Generated Solutions Romania
Senior Agent (August 2015- February 2016)
During this period I was also promoted as Senior Agent for my team. The selection consisted in a series of tasks followed by an interview with the Team Leader and our designated Quality Assurance Specialist.
Monitoring and enhancing the performance of half of my team in the areas of productivity, process adherence, customer satisfaction.
Providing individual coaching sessions
Monitoring KPIs and reporting to the Team Leader
Help Desk / Escalations Specialist For Sprint Corporation (August 2015- February 2016)
Liaising with clients, as well as the Sales and Collections departments.
Ensuring clients renew their contract with Sprint, negotiating where necessary.
Manage exceptions for customer with issues that may delay or inhibit renewals.
Providing excellent customer service at all times.
Promptly handling and solving customer objections and complaints.
Ensuring all accounts are appropriately managed and updated.
Responding to complex or high priority customer inquiries regarding contracts, new sales opportunities, technical issues, financial and account situations.
Monitoring quality and customer satisfaction control procedures to ensure that all quality checks are completed.
Assisting third parties in maintaining a good relationship with their end customers by providing an excellent service.
Adhering to KPIS.
Achieving and exceeding established individual and team revenue objectives.
Customer Service Specialist For Sprint Corporation (October 2014- July 2015)
The job’s responsibilities were largely similar with the ones required on the Help Desk / Escalations Department (see above).
Education and Training Qualifications:
- University of Bucharest, Foreign Languages, German- Russian, one semester- Aurel Vlaicu Highschool, Art and Theoretical Studies in Humanities Department
Languages:
English- advanced
French-medium
Spanish- medium
German-medium
Russian-begginer
Digital Competences:
MS Office Suite: Excel, Outlook, Word, PowerPoint. PhotoScape, Blogger, Wordpress. Social Media.
References are available on request!
