Andreea Neculau
Service Manager
Cluj
Summary
I'm an enthusiastic candidate with 5 years of professional experience defined by a creative and positive altitude . I approach any challenge with curiosity and proactivity. I'm driven by personal results and outstanding performance. I'm interested in using my experience in customer facing roles and my organizational skills to grow the product together and be part of a team where everybody thrives. My objective is to bring meaningful improvements to the client experience, using my knowledge and my communication skills.
Overview
5
5
years of professional experience
6
6
years of post-secondary education
Work History
Service Manager
Darwin
Cluj
12.2021 - Current
- Point of escalation between client and internal services team or internal team to internal team
- Monitored team performance, adhered to service level agreements (SLAs) ensuring the quality of the service provided is as expected
- Attending client meetings and representing services teams
- Proactively approached a service recovery plan due to unachieved service level agreement.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Using a client facing tracker for weekly updates on open topics to provide an overview to the client of the progress of outstanding items
- Met with customers to discuss service needs and feedback
- Proactively looking for ways to improve the quality of the service
- Extracted performance reports using internal tools and addresses customer's concerns if it was the case.
Shared Services Executive Lv 3
Vohkus
Cluj
08.2021 - 11.2022
- Handled 40 emails per day to address customer requests for quotes and orders.
- Researching items on multiple websites and by getting in contact with vendors
- Setting the price
- Internal communication with departments involved in the selling process to deliver the best client experience
- Tracking orders form the beginning of the delivery process to receiving by getting in touch with delivery companies
- Filling out forms for internal processes, such as SOW, export forms and return forms.
Shared Services Executive Lv 2
Vohkus
Cluj-Napoca
11.2019 - 08.2021
- Processing sales orders and communicating internally with the assigned Account Managers from multiple accounts
- Added new clients to our data base
- Conducted research, gathered items from multiple sources and sent the quotes to Account Managers
Operation Compliance Specialist
Yardi
11.2018 - 10.2019
- Performing vendor screening for US property owners and managing clients to ensure vendors meet the required compliance criteria
- Scoring insurance certificates from the vendors that were working with our portfolio of clients
- Following up with insurance agents in case of non-compliance
Phone Researcher
Yardi
02.2018 - 11.2018
- Cold calling US residents and confirming their identity and the property they resided in
- Training new joiners and getting them familiar with the product and the workflow.
Education
Bachelor of Public Relations And Communications - Public Relations And Organizational Communication
Babes-Bolyai University - FSPAC
Cluj 10.2018 - 06.2021
High School Diploma -
Colegiul National Gheorghe Asachi
Piatra Neamt 09.2013 - 06.2017
Skills
Fluent in English
Documentation and reporting
Proficient in Excel
Proficient in Jira
Proficient in Zendesk
Proficient in Microsoft Dynamics CRM
Organizational skills
Communication
Customer service management
Proficient in Outlook
Proficient in Microsoft Office Package
Presentation skills
Business Language
Timeline
Service Manager
Darwin
12.2021 - Current
Shared Services Executive Lv 3
Vohkus
08.2021 - 11.2022
Shared Services Executive Lv 2
Vohkus
11.2019 - 08.2021
Operation Compliance Specialist
Yardi
11.2018 - 10.2019
Bachelor of Public Relations And Communications - Public Relations And Organizational Communication
Babes-Bolyai University - FSPAC
10.2018 - 06.2021
Phone Researcher
Yardi
02.2018 - 11.2018
High School Diploma -
Colegiul National Gheorghe Asachi
09.2013 - 06.2017