Summary
Overview
Work History
Education
Skills
Languages
Certification
Timeline
Generic

Angel David Udrea

_____________________________________________________
Coventry

Summary

Proven Customer Support Analyst with a track record of enhancing customer satisfaction and streamlining support processes at Ascensos Contact Centres Romania SRL. Expert in CRM and adept at problem-solving, I significantly reduced response times and improved resolution rates. My adaptability and technical troubleshooting skills have led to impactful cross-functional collaborations and preventive maintenance advancements. Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analysing system performance and security to drive optimal user experience.

Overview

3
3
years of professional experience
1
1
Certification

Work History

Customer Support Analyst

Ascensos Contact Centres Romania SRL
05.2023 - 06.2024
  • Streamlined support processes for increased efficiency and reduced response times.
  • Served as an escalation point for urgent or complicated cases, applying expertise to address critical issues effectively.
  • Maintained detailed documentation of customer interactions, allowing for consistent follow-up and seamless handoffs between team members.
  • Contributed to the creation of departmental performance metrics by analyzing data from resolved cases and identifying areas for improvement.
  • Collaborated with cross-functional teams to identify and resolve recurring customer concerns.
  • Supported customers throughout incident response, management and resolution to deliver expert assistance for technical needs.
  • Developed comprehensive knowledge of product offerings, enabling effective troubleshooting and issue resolution.
  • Managed fast-paced call center work to assist high volume of daily customers using multiple internal databases and systems.
  • Implemented improvements to existing workflows by identifying inefficiencies and proposing actionable solutions.
  • Developed and implemented preventive maintenance procedures.

Customer Service Advisor

EMAG
09.2021 - 03.2023
  • Resolved concerns with products or services to help with retention and drive sales.
  • Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
  • Improved first-call resolution rates by providing accurate information and effective problem-solving skills.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Managed escalated calls effectively, diffusing tense situations and negotiating resolutions.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Developed rapport with customers, fostering long-term relationships and repeat business.
  • Responded to customer calls and emails to answer questions about products and services.
  • Leveraged CRM tools to track customer interactions, ensuring seamless communication across multiple channels.
  • Developed customer service policies and procedures to meet and exceed industry service standards.
  • Answered constant flow of customer calls with minimal wait times.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.

Education

Bachelor of Science - Business Management

Universitatea Libera Internationala Din Moldova
Chisinau, Moldova
04.2001 -

Bachelor of Science - Electronics And Telecommunications

Universitatea Politehnica Din Bucuresti
Bucharest, Romania
04.2001 -

High School Diploma -

Colegiul National George Cosbuc
Motru, Romania
04.2001 -

Skills

    Customer service excellence

    Customer Relationship Management (CRM)

    Live chat support

    Ticket management

    Complaint Handling

    Technical Troubleshooting

    Appointment Scheduling

    Sales Support

    Active Listening

    Technical issues analysis

    Time Management

    Excellent Communication

    Problem-solving abilities

    Adaptability

    MS Office software

    Reliability and punctuality

    Advanced computer literacy

    Deadline Adherence Commitment

Languages

Romanian
Native language
English
Proficient
C2
French
Upper intermediate
B2

Certification

Advanced Data Analyst (Google)

Timeline

Advanced Data Analyst (Google)

05-2024

Customer Support Analyst

Ascensos Contact Centres Romania SRL
05.2023 - 06.2024

Customer Service Advisor

EMAG
09.2021 - 03.2023

Bachelor of Science - Business Management

Universitatea Libera Internationala Din Moldova
04.2001 -

Bachelor of Science - Electronics And Telecommunications

Universitatea Politehnica Din Bucuresti
04.2001 -

High School Diploma -

Colegiul National George Cosbuc
04.2001 -

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Angel David Udrea_____________________________________________________