Naum Duni

Curriculum vitae PERSONAL INFORMATION Naum Duni Calea Crangasi 17, Bucharest (Romania) --Skype duni88 Sex Male | Date of birth 04/02/1988 | Nationality of the former Yugoslav Republic of Macedonia WORK EXPERIENCE 01/05/2015–Present Manager, Customer service and Troubleshooting Cost Master Communications for Impact Telecom, Bucharest (Romania) http://impacttelecom.com ; http://www.mycostmaster.com -Creating, developing and implementation of the work procedures and instructions. -Evaluating the decisions effects, identifying operational and procedural risk situations. -Follow-up activities, minimizing and eliminating risks and failures. -Active participation to meetings (daily/ weekly/ monthly/ special situations). -Handling the hearing and the arbitration between agents, agents/team leader, agents/supervisor, team leader/supervisor, supervisor/supervisor. -Establishing daily activities, objectives and distribution of tasks among supervisors and/or departments under administration. -Coordinating and monitoring team's performance. -Running pro-actively or upon request KPI reports and analysis in order to understand the team's performance and takes decisions in accordance with the data. -Periodical supervisors and team's performance evaluation;Setting actions of improvement when necessary (monthly);Making sure that the supervisors have the knowledge and know how up to the requested level. -Advises when coaching sessions, refreshers or 101s are needed to be completed by the Trainer/Supervisor and on what topics;Monitors the improvement of agents quality and takes appropriate actions and decisions. -Responsible to ensure shift coverage as requested and to create weekly schedules. -On the floor support for agents and/or supervisors if and when needed. Main Accomplishments: -Completed full Customer Support (Inbound customer service, Chat and Email support and Trouble shooting support) migration from US. -Optimized performance and reduced costs of trouble shooting. -Optimized overall performance ( required targets met). 01/11/2016–01/05/2017 Project implementation manager Cost Master Communications for Fastfrate, Bucharest (Romania) https://www.fastfrate.com/en/ ; http://www.mycostmaster.com -Coordinating migration of concierge services : Preparing training materials, trainer to trainer and trainer to team members sessions. Creating, developing and implementation of the work procedures, instructions , schedule. Monitor attendance and manage breaks and shifts to ensure all shifts are adequately covered. *Project completed successfully. 28/7/17 © European Union,- | http://europass.cedefop.europa.eu Page 1 / 4 Curriculum vitae 01/09/2012–01/05/2015 Naum Duni Supervisor, Customer Support (Customer service, Retention and Troubleshooting departments.) Cost Master Communications for Impact Telecom, Bucharest (Romania) http://impacttelecom.com ; http://www.mycostmaster.com - Prepare and coordinate schedules, monitor attendance and manage breaks and shifts to ensure all shifts are adequately covered. - Conduct regular team meetings and train new team members as needed. - Monitor calls and offline work for quality assurance. - Handling critical customer issues/problems - investigating and troubleshooting accounts with issues. - Conduct gap analyses as needed and provide results and recommendations to management for review. -Act as an information source and answering agents questions, assigning tasks, following up and giving instructions as needed to constantly improve the first call resolution. Main Accomplishments: -Increased significantly the first call resolution. -Decreased customer service agents average handling time. -Increased significantly the retention rate 14/07/2012–01/09/2012 Agent, Customer support Cost Master Communications for Impact Telecom, Bucharest (Romania) http://impacttelecom.com ; http://www.mycostmaster.com - Handled large call volume in a professional and courteous manner. -Successfully performed all aspects of customer service, including problem solving, answering questions, and working with customers to ensure excellent service, resolved billing questions and disputes, and performed data entry. -Dealt tactfully and effectively with customers while resolving various technical issues. EDUCATION AND TRAINING 2007–Present Bachelor's degree - Microelectronics, Optoelectronics and Nanotechnology University Politehnica Bucharest , Faculty of Electronics, Telecommunications and Information technology, Bucharest (Romania) 03/2017–04/2017 Online marketing certification Digital workshop by Google Online marketing 23 topics covered and final exam passed. 10/2012–02/2013 Certificate , Network administration with Linux SC Avantaj Consulting, Bucharest (Romania) Network administrator with Linux certificate 06/2011–08/2011 Digital integrated circuits design course Faculty of Electronics, Telecommunications and Information Technology, Bucharest (Romania) Digital integrated circuits design for communications on FPGA course finished. 28/7/17 © European Union,- | http://europass.cedefop.europa.eu Page 2 / 4 Curriculum vitae- Naum Duni Romanian language and literature Diploma Undergraduate - Centrul Eudoziu Hurmuzachi, Bucharest (Romania) Romanian language and literature diploma - High School Diploma High School - Niko Nestor, Struga (former Yugoslav Republic of Macedonia) Mathematics and Physics profile PERSONAL SKILLS Mother tongue(s) Macedonian Other language(s) UNDERSTANDING SPEAKING Listening Reading Spoken interaction WRITING Spoken production English C1 C1 B2 B2 B2 Romanian C2 C2 C2 C2 C2 Serbian C1 C1 B2 B2 B2 Bulgarian B1 B1 B1 B1 B1 C1 C1 B2 B2 B2 Croatian Levels: A1 and A2: Basic user - B1 and B2: Independent user - C1 and C2: Proficient user Common European Framework of Reference for Languages Communication skills Organisational / managerial skills Excellent communication skills gained through my experience as agent/supervisor / manager of customer support department in multinational environment . -Leadership ( currently responsible for a team of 25 people). -Very good team leading skills gained as Manager of different departments. -Creative ,intuitive , customer oriented. -Mentoring skills. -Analytical skills and problem solving skills. -Capacity for analysis and synthesis. -Able to work under stress. -Project management , Project Planning skills and Team Management skills. -Technical and Practical Abilities in Desk Equipment. Job-related skills -Good command of QA process. -Microsoft Office. -Technical and Practical Abilities in Desk Equipment. -CRM (Customer Relationship Management). -Digital marketing skills. Digital competence 28/7/17 SELF-ASSESSMENT Information processing Communication Content creation Safety Problem solving Proficient user Proficient user Proficient user Proficient user Proficient user © European Union,- | http://europass.cedefop.europa.eu Page 3 / 4 Curriculum vitae Naum Duni Digital competences - Self-assessment grid -Good command of Microsoft Excel , Visio , Word, Outlook and Power Point. -Good command of Linux and Microsoft windows. -Basic knowledge of C, Matlab , PHP , MySQL , TeamViewer , VOIP systems. Driving licence 28/7/17 B © European Union,- | http://europass.cedefop.europa.eu Page 4 / 4