Hi, I’m
Andreea Claudia Stanca
Bucharest,Ro
Summary
Skilled communicator and problem solver committed to creating positive customer experiences. Dedicated to fostering positive customer relationships, resolving inquiries promptly, and supporting the team to achieve outstanding results.
Overview
7
years of professional experience
Work History
Accenture
Customer Service Associate With Italian
11.2019 - 03.2022
Job overview
- Provided functional and/or technical support for resolution of customer problems, incidents, issues, requests and queries.
- Cooperate with other support teams, or product teams as required to resolve requests/issues in timely manner and ensures proper documentation, notification, escalation, tracking and follow up of all incidents.
- Performed customer request/problem identification and follows defined procedures to resolve correctly. Documents troubleshooting efforts and customer information in data capture tool and when required, transfer call or promptly notifies responsible party for resolution
- Performed incident notification and escalation to ensured problems/requests/issues are communicated effectively and receive proper management attention
- Developed and maintained understanding of customer Service Level Agreements and department's/product's key performance requirements
- Developed and maintained product knowledge, industry knowledge, and business and professional skills by participating in on-the-job training and classroom training
- Demonstrated understanding of customer's business needs or market and maintained high customer satisfaction ratings
- Identified root causes for customer dissatisfaction and recommend solutions to improve overall customer satisfaction
- Assisted with monitoring and tracking incidents to ensure resolution occurs within customer Service Level Agreement
Vodafone Share Services
Complaints Officer With Italian
10.2017 - 11.2019
Job overview
- Analyzed complaint data to identify root causes, trends, issues and regulatory concerns.
- Conducted quality control reviews on complaint data and addressed results with colleagues to influence positive change.
- Established KPIs to oversee complaint volume, resolution time and other relevant metrics.
- Managed, mentored and developed team in delivering best-in-class escalated complaint resolutions.
Vodafone Share Services Romania
Customer Care Advisor With Italian
06.2016 - 10.2017
Job overview
- Helped large volume of customers every day (around 60 inbound calls per shift) with positive attitude and focus on customer satisfaction.
- Communicated with clients regarding account services, statements, and balances.
- Resolved concerns with products or services to help with retention and drive sales.
- Trained new employees on best practices and customer care procedures to eliminate inefficiencies.
- Generated weekly and monthly reports to highlight customer service performance and measure milestones.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
Telus
Sales Associate
09.2015 - 05.2016
Job overview
- Managed over 50 customer calls per day.
- Explained product prices and packages as well as answered questions and addressed concerns of customers.
- Generated leads and established relationships with potential customers through outbound telephone calls.
- Pitched products and services to potential customers, securing new deals and sales opportunities.
Education
LICEUL TEHNOLOGIC DIMITRIE GUSTIBucuresti, Romania
High School Diploma
08.2019
Liceo Linguistico A. MeucciAprilia (Italia)
High School Diploma
09.2010
Skills
- Call Volume and Quality Metrics
- Multi-Line Phone Systems
- Negotiation
- Instrumentation Specification
- Corrective Actions
- Understanding Customer Needs
- Sales and Upselling
- Complaint Escalation
- Customer Service and Assistance
- Interpretation and Translation Services
Languages
Romanian
Native language
English
Advanced
C1
Italian
Proficient
C2
Spanish
Intermediate
B1
Additional Information
Driver License Category B
Timeline
Customer Service Associate With Italian
Accenture
11.2019 - 03.2022
Complaints Officer With Italian
Vodafone Share Services
10.2017 - 11.2019
Customer Care Advisor With Italian
Vodafone Share Services Romania
06.2016 - 10.2017
Sales Associate
Telus
09.2015 - 05.2016
LICEUL TEHNOLOGIC DIMITRIE GUSTI
High School Diploma
Liceo Linguistico A. Meucci
High School Diploma
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