CSR Team Leader / Recruitment / Customer Success
- Location
- Romania
- Rate, USD
- Not specified
- Work schedule
- Full Time,
- Language skills
- English, Romanian
- Available for Hire
- Yes
About me
Passionate and driven young man who strives for continuous improvement
and performance excellence. High emotional intelligence and empathy skills,
being able to establish rapport, and building strong connections upon initial
interactions. Confident and always eager to learn, work, and grow as much
as possible to achieve my goals. Experienced in customer support,
leadership, management, youth work, and B2B Cloud support.
Professional area
Education
- 2019 Promotion Baccalaureate diploma @ Nicolae Titulescu & Nicolae Balcescu High School
Computer Science
Experience
- Feb 2023 - Apr 2024 Cloud Support Engineer (B2B) @ Okta Project (CGS)
Integrated Identity and Access Management.
Set up SSO, SAML, WS Federation, SWA, and OIDC.
Provided implementation support for cloud and on-premise applications such
as Office 365, Google Workspace, Salesforce, Workday, NetSuite, Box,
Zoom, and Slack.
Offered Level 2 Tech Support through various channels (written/mail,
conference calls)- Nov 2021 - Dec 2022 Operations & Social Media Team Leader @ Sitel
Managed teams of 12+ agents and 15+ agents, respectively.
Drove the team’s performance and overall KPIs.
Adapted to fast changes and provided coaching and action plans.
Conducted reporting and data analysis.
Oversaw social media interactions and maintained a positive online
presence.
Demonstrated understanding in resolving customer issues escalated through
social media channels, ensuring a member-obsessed customer experience.- Jun 2021 - Nov 2021 Subject Matter Expert @ Sykes Enterprises Incorporated
Drove KPIs and offered support for Tier 1 CSR agents.
Conducted coaching sessions for agents.
Dealt with daily reports.- Sep 2020 - Jun 2021 Customer Service Representative @ Sykes Enterprises Incorporated
Engaged in customer chat support.
Troubleshoot issues and ensure positive customer experiences.
Connected with customers, understood their concerns, and provided
personalized solutions, resulting in increased customer satisfaction.
Recommend this talent
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