Sandra Capatinescu

Sandra Roxana Căpăţînescu mobile: - | email:- Personal information Date of birth Nationality Address Web 28th February 1990 Romanian Alexandru Obregia 3, 041721 Bucharest, Romania www.linkedin.com/in/sandra-capatinescu Professional summary Experienced social media expert with a demonstrated work history in the travel industry and in IT security. Exciting 3 million customers a year with social media interactions and actionable knowledge. Strong media and communication passionate with a bachelor's degree focused in linguistics and psychology. Skills Passionate and experienced social media professional, technical writer with outstanding resolution rating, demand and satisfaction-oriented customer service provider, overachieving sales manager. Engaged and self-motivated; taking action, ownership and responsibility; results-oriented, focused, streamlined and fast; active and fast learner; communicating with enthusiasm; effective training skills, selfmanaged. Skilled in technical incident analysis and in various business tools, such as Sysomos, Brandwatch, JIRA, Salesforce, Zendesk. Experience in HTML, CSS etc. Work experience Social Media Expert Avira Soft SRL, Bucharest/Romania, Aug 2014 – present • • • • • • • • Driving community engagement according to social media best practices. Distributing content across different social media platforms and experimenting with alternative ways to leverage social activities. Monitoring and responding to Avira audiences in the corporate tone of voice. Engaging into relevant conversations with consumers and offering solutions in Spanish, English, Portuguese and Italian for Twitter, Facebook, Google Play Store, Chrome Store, Apple iTunes Connect, YouTube etc. as well as Avira’s proprietary community platform. Tracking, analyzing and reporting team performance for each social media strategy. Ensuring that all Social Media activities are in alignment with the current business goals and service level targets. Helping to develop methods to keep track of pertinent KPIs and ROI for the social media dialogue activities. Performing analysis of public sentiment expressed through social media. Partner with Marketing on social media campaigns, and with Customer Insights to understand social media audiences and help develop the voice of Avira. Training new employees on the Avira social media channels and developing training materials. Sandra Roxana Căpăţînescu Technical Writer Avira Soft SRL, Bucharest/Romania, Oct 2015 – present • • • • • • • Providing users with standardized resolutions for product, technical, usability and customer lifecycle related requests. Translating technical and marketing information into actionable guidelines for users, to help them solving their requests successfully. Assuring the user support portal and knowledge base provide a high-resolution success rate, according to most frequently asked questions, major technical incidents and latest activities, such as product launches, software releases and marketing campaigns Maintaining high-quality documentation and a comprehensive library of technical terminology. Collaborating with product management, engineering, customer service and marketing on product and documentation requirements. Reporting on customer engagement and satisfaction with the provided content in order to improve relevance and visibility. Employing tools and technologies such as Zendesk, CMS, HTML, CSS, Adobe Marketing Cloud and Google Analytics in order to perform efficiently. Technical System Analyst Avira Soft SRL, Bucharest/Romania, Aug 2014 – May 2017 • • • Customer acquisition and retention support through pre-sales and optimal product usage advise. Providing technical and usability trouble-shooting for the complete B2C product portfolio on Microsoft, Apple and Google operating systems via phone, email and social media. Keeping track of resolved and unresolved requests and assuring resolution in collaboration with technical 2nd level support, virus lab and marketing, using CRM systems. Senior Technical Support Engineer Stefanini ADC Romania SRL (formerly Techteam Global SRL), Bucharest/Romania, Apr 2013 – Jul 2014 • • • • • Outsourced B2B support for Galileo GDS on behalf of Travelport via email and phone in English and Spanish. Helping travel agencies, partner airlines and hotels to manage flight, hotel and transfer bookings. Investigating technical errors within the reservation code and providing resolutions. Applying testing concepts, methodologies and processes; using server operating systems, VMWare and Hyper-V. Solving Internet connection issues, as the company was also an Internet provider in South Africa. Store Director SC La Rosa Bijoux SRL, Bucharest/Romania, Feb 2011 – Mar 2013 • • • • • Managing a jewelry store specialized in diamonds and other precious stones. Selling jewelry in the store and managing the store’s sales activities, ensuring a 7-digit revenue target achievement. Online sales via the store’s website, creating online campaigns and content, fulfilling the incoming orders and delivery management. Assuring logistics, stock management and accounting. Leading the store team. Sandra Roxana Căpăţînescu Customer Relations Sparkwest Steel Industries Ltd., Lagos/Nigeria, periodically 2011 –2013 • Internship as an assistant to the managing director. Preparing and supporting business partner meetings and trade fairs, supporting negotiations and contracting, taking over operational tasks and corrective actions on behalf of the MD. Education Faculty of Languages and Literature University of Bucharest, 2009 – 2018 Degree: Bachelor of Arts (B.A.) in English and Spanish Language, Literature and Culture Faculty of Psychology and Educational Sciences University of Bucharest, Nov 2009 – Jul 2012 Degree: Diploma in Developmental and Child Psychology Certifications SixSigma Udemy June 2018 Social Media Marketing Udemy General Management Udemy Technical Writing Udemy, Mar 2018 HTML & CCS A&A School, Bucharest, Apr 2015 Galileo GDS Travelport, Bucharest, Jul 2013 Marketing of Events University of Economic Studies, Bucharest, 2012 Universal Art History and Classical Music National College, Vâlcea, 2007 – 2009 Conferences CallCenter World (CCW) Berlin, 2018 Engage Prague conference and workshops, by SocialBakers, Prague, 2017 Re:publica conference Berlin, 2017 Languages Romanian English Spanish Portuguese Italian native speaker highly proficient in spoken and written highly proficient in spoken and written basic communication skills basic communication skills Volunteer activities Free water supply project for refugees from Ghana Lagos/Nigeria, 2014 Fundraising to establish a school and to improve nourishment Lagos/Nigeria, 2013 Volleyball player Vâlcea/Romania, 2000 – 2009