Salesforce
Alexandru Clipa
IT Specialist
Lisbon
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
6
6
years of professional experience
3
3
Languages
Work History
Senior Reservation Service Agent
Teleperformance
Lisbon
01.2023 - 04.2023
- Handled customer/hotel call transfers from Tier 1
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Managed and closed reservation calls; used strong knowledge of resort products, services, and facilities.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Provided customers with information about availability and pricing.
- Generated and reported performance metrics to management to inform decision-making.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Maintained awareness of types of rooms available in different resort locations.
- Investigated and identified alternative accommodation solutions for customers to provide superior customer service.
- Provided follow through on all calls with confirmations and dissemination of requested information.
- Reviewed and updated customer information to maintain up-to-date records for high-quality service in Salesforce.
- Engaged customers to find amiable and appropriate solutions to transportation issues and conflicts.
- Established and cultivated relationships with travel partners, providing clients with smooth ticketing processes.
Senior Beauty Expert
Teleperformance
Lisbon
10.2022 - 01.2023
- Recommended specific hair and beauty products to meet individual customer needs.
- Identified client needs and recommended products based on preferences and requirements.
- Supported reception desk, receiving phone calls, entering appointments, and collecting payments for services rendered.
- Scheduled customer appointments and rearranged individual time slots to meet demand.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained and managed customer files and databases.
- Answered constant flow of customer calls with minimal wait times.
- Tracked customer service cases and updated service software with customer information (via Salesforce, and SAP)
- Handled customer inquiries and suggestions courteously and professionally.
- Worked well in a team setting, providing support and guidance.
Quality Control Senior Technician
Teleperformance
Lisbon
04.2022 - 07.2022
- Inspected raw materials and finished products to verify quality and disposed items that did not meet safety requirements.
- Performed thorough inspections of incoming materials and outgoing products.
- Evaluated samples against standards by completing measurements, audio inspections, and other established tests.
- Proposed corrective actions to address recurring quality issues.
- Maintained quality documentation and records for conformance with relevant standards.
- Collaborated with production staff to improve processes, reduce defects and optimize quality.
- Tracked and analyzed product quality data to identify trends and insights.
- Tested and evaluated product precision against specifications to reduce discrepancies.
- Liaised between quality control and other departments and contractors, providing project updates and consultation.
- Reported problems and concerns to management.
- Inspected items and compared against standards to meet regulatory requirements.
- Collected and analyzed data to measure effectiveness of quality control processes.
HR Administrator
Sutherland
Sofia
10.2020 - 12.2020
- Updated HR database with new employee information, changes in benefits, and other details.
- Addressed employee conflicts with appropriate urgency, following all corporate/legal procedures.
- Answered employee inquiries regarding sick/maternity/paid leave.
- Managed employee data and privacy to keep employee data confidential per organizational privacy policies.
- Collected and analyzed information to monitor compliance outcomes and identify and address trends of non-compliant behavior.
Technical Support Representative
Sutherland
Burgas
02.2020 - 06.2020
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Translated complex technical issues into digestible language for non-technical users.
- Managed high levels of call flow and responded to online streaming technical support needs.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Documented support interactions for future reference.
- Researched and identified solutions to technical problems.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Handled simultaneously communication channels when alone at peak times
Technical Support Specialist
Teleperformance
07.2019 - 01.2020
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Recorded and maintained relevant notes for each client and work order.
- Walked individuals through basic and advanced troubleshooting tasks.
- Monitored systems in operation and quickly troubleshot errors.
- Assisted with updating technical support best practices for use by team.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Researched product and issue resolution tactics to address customer concerns.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Implemented internal controls to maintain integrity and accuracy of financial records.
- Coached and trained staff on fraud prevention techniques to increase awareness and reduce risk.
- Interviewed victims thoroughly, asking appropriate questions to ascertain critical details about each case.
Computer Technician
The Webworkhouse
Cork
10.2017 - 01.2018
- Used diagnostic tools to identify hardware failures and replace non-functional components.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Linked computers to network and peripheral equipment.
- Recommended new and replacement hardware and software purchases.
- Set up and maintained user accounts and client access.
- Completed routine and complex software installations, assisting users of various levels of computer sophistication in operation of new and existing software.
- Served as backup for staff members, responding to system failure and maintenance emergencies.
- Executed technology implementation projects with minimal downtimes and business disruptions.
- Recovered critical information from data back ups to restore functionality.
- Explained diagnostic findings to customers and outlined repair or service options.
- Evaluated systems according to predetermined checklist and noted issues.
- Demonstrated increased knowledge of company products and equipment.
- Assisted customers with technical support inquiries.
Education
High School Diploma -
Industrial Technical Institute
Vibo Valentia, ItalyAttendance/Language Certificate - English Language
Stafford House
Canterbury 06.2015 - 07.2015
Skills
Troubleshooting
Software
SAP
Apple iWork
MS Office
General troubleshooting
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Timeline
Senior Reservation Service Agent
Teleperformance
01.2023 - 04.2023
Senior Beauty Expert
Teleperformance
10.2022 - 01.2023
Quality Control Senior Technician
Teleperformance
04.2022 - 07.2022
HR Administrator
Sutherland
10.2020 - 12.2020
Technical Support Representative
Sutherland
02.2020 - 06.2020
Technical Support Specialist
Teleperformance
07.2019 - 01.2020
Computer Technician
The Webworkhouse
10.2017 - 01.2018
Attendance/Language Certificate - English Language
Stafford House
06.2015 - 07.2015
High School Diploma -
Industrial Technical Institute
Similar Profiles
Jorge BecerrilJorge Becerril
Business Manager at TeleperformanceBusiness Manager at Teleperformance
ASMITA BAGULASMITA BAGUL
Customer Service Representative at TeleperformanceCustomer Service Representative at Teleperformance
MOHAMMAD MINAJMOHAMMAD MINAJ
Operations Team Leader at TeleperformanceOperations Team Leader at Teleperformance