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
Time management
Desktop, laptop, and mobile installations
Web Security
Detail-orientation
Flexibility
Autonomous work
Software
SAP
Apple iWork
MS Office
General troubleshooting
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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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