Andreea Măchiţă
Client Relationship Manager
Bucharest
Summary
Resourceful Account Manager with a proven track record in client oversight, issue resolution, and relationship-building. Successfully maximized repeat business opportunities and expanded the client base through effective prospecting techniques. Committed to contributing to team success through hard work, attention to detail, and exceptional organizational skills. Possesses a clear understanding of managerial and technical processes. A multi-talented IT professional consistently recognized for planning and operational improvements. With over 8 years of training in IT and gaming and more than 5 in account management, I have developed an excellent reputation for problem-solving, improving customer satisfaction, and driving overall operational enhancements. Translator with over 10 years of successful experience in foreign languages (EN and SP), consistently acknowledged for performance excellence and contributions to the translation industry. Strengths in grammar and interpreting backed by certification issued by the Ministry of Justice.
Overview
13
13
years of professional experience
5
5
years of post-secondary education
3
3
Certifications
6
6
Languages
Work History
Client Relationship Manager With Spanish
The Gap Partnership
11.2022 - Current
- Analyzed client feedback to identify areas for improvement and implemented changes accordingly.
- Developed strong rapport with clients through consistent follow-up and attention to detail.
- Recommended new products to clients and maintained solutions-oriented problem-solving for long-term client relationships.
- Collaborated with internal teams to resolve client issues quickly and efficiently.
- Negotiated contracts with clients to secure long-term partnerships while safeguarding company interests.
- Assessed client needs and developed plans to adequately address current and future objectives.
- Established rapport with key decision-makers within client organizations, fostering trust and open lines of communication.
- Collaborated with cross-functional teams to develop tailored solutions for clients'' unique needs.
- Developed comprehensive account plans, outlining strategies for revenue growth and long-term success.
- Strengthened client relationships by utilizing strong interpersonal skills and proactive communication.
- Delivered customized presentations to potential clients, showcasing the value our solutions could provide to their businesses.
- Maintained detailed records of all client interactions in CRM systems (Salesforce), ensuring accurate tracking of activities and outcomes.
- Assisted with conflict resolution during partnership negotiations and acquisitions.
- Liaised with sales, marketing, finance and management teams to develop solutions and accomplish shared objectives.
Translator and Interpreter
Freelance
01.2012 - Current
- Used translation memory software (GlobalSight) to verify consistency of translation within documents and improved efficiency
- Provided oral translations and interpretations for English and Spanish for different notaries public and translation services companies, successfully maintaining pace with native-speakers to deliver real-time comprehension
- Applied cultural understanding to discern specific meanings beyond literal written words
- Reviewed final works to spot and correct errors in punctuation, grammar and translation
- Facilitated communication between law enforcement personnel and individuals involved in crimes such as witnesses, persons of interest and suspects
Account Manager
Ubisoft
03.2021 - 11.2022
- For dedicated topics serve as the main point of contact for all internal and external teams working with Ubisoft Connect
- Build and maintain a strong and trusting relationship between Ubisoft Connect and a diverse set of internal and external collaboration partners like business, development, and service teams
- Address queries effectively and in a timely manner
- Understand stakeholders’ needs and gather information & feedback, both technically and non-technically
- Ensure each stakeholder's needs are taken into account and prioritized accordingly on the Ubisoft Connect side
- Own the communication pipeline and processes in order to provide visibility both towards the Ubisoft Connect team and to partners outside of the team
- Work closely with the production team within Ubisoft Connect throughout the integration process and ensure all relevant information is available
- Identify opportunities and synergies for collaborations among existing partners
- Represent Ubisoft Connect on meetings with stakeholders
- Responsible for managing the relationship and facilitating the communication with external and internal partners on specific collaborations
- Primary point of contact on the Ubisoft Connect team for all involved stakeholders and is thus responsible for identifying each stakeholder's needs and to provide these to the Product Owner and the development team responsible for the technical integration on Ubisoft Connect side
- Providing visibility on all ongoing topics both towards stakeholders and towards the Ubisoft Connect team
- Key contact on the Ubisoft Connect team for dedicated internal and external partners
- Steer and ensure the success of the collaboration by being a reliable partner, establishing a strong relationship between both parties and taking care of each team's needs
Service Success Manager With English & Spanish
SoftwareOne
09.2020 - 02.2021
- Responsible for the seamless transition of service delivery from onboarding to managed service Business As Usual [ BAU] phase
- Conducted Onboarding sessions with customer stakeholders providing insight on: Software ONE Service scope, Support process, Escalations management, Service Success manager role and focus, Tools overview & demo
- To educate the Customer stakeholders to start leveraging Software ONE support, services & tools
- Conducted business reviews with customer stakeholders providing insight on: Software ONE Service usage and performance, opportunities for optimization, relevant developments in business, new features or capabilities released within the supported areas which could enable a goal within the customer business
- Provided escalation management for managed service related escalations and keeping customer up-to-date on resolution progress
- Coordinated the Root Cause Analysis of Critical and Major Incidents raised by customer to optimize experience for the customer, Software ONE and/or partners
- Monitored and reported Customer Satisfaction (CSAT), Business Outcomes SLA’s/KPI’s and if needed initiated and monitored Service Improvement Plans (SIP’s)
- Initiated within the Service Organization
- Detailed understanding of organizational structure, delivery requirements and services provided within practice domain of expertise
- Expert use of MS Office Suite and Microsoft DynamicsCRM
- Working knowledge on PyraCloud functionality
- Background within Technology Services or with relevant exposure within one or multiple technologies - O365, Azure, AWS, Commvault, Managed Infra, Unified communication
- Performed work within the relevant technology realm in a project or Managed Service delivery capacity previously
FastTrack Engineer/Manager With English & Spanish
Microsoft
09.2017 - 10.2020
- Provided support and best practices for different sized companies, stakeholders, partners for a smooth transition to the cloud
- Drove adoption and onboarding sessions for M365, O365 and other cloud products
- Maintained excellent collaboration and communications with stakeholders on the FastTrack scope, usage, technical readiness and deployment
- Educated the customers on deploying and enabling M365 & O365 workloads
- Prepared on-premise infrastructure and configuration to integrate with Azure
- Provided documentation and escalation management on the issue arising post-migration and informed the customers about new releases and about the case progress
- Responsible for mentees and assist them with their day-to-day work
- Managed detailed onboarding processes and technical wellness
NOC Engineer With English
IBM
07.2016 - 09.2017
- Performed real-time proactive monitoring of servers, databases and network devices
- Accurately log incidents within a ticketing system, documenting symptoms and perform event rating
- Update assigned tasks and databases in a timely manner; escalate as required to management, vendors and clients
- Interact with system engineers, developers and other personnel to quickly troubleshoot, triage and resolve issues
- Create and implement documentation and procedures for alerting and escalation
- Monitor multiple logs across diverse platforms to uncover specific activities as they occur from platform to platform
- Acted as SPOC for escalation matters
IT Specialist With English & Spanish
IBM
08.2014 - 07.2016
- Handled troubleshooting issues regarding different platforms and applications for a third party within an ITIL framework
- Resolved second level support issues for Office 365/ Outlook
- Experienced with Lotus Notes and other IBM proprietary applications
- Managed databases, accounts and passwords (AD, SAP, Oracle)
- Updated databases for technical inquiries and processes for customers and team members
- Handled escalation cases and kept the customer updated regarding their case number
- Mentored team members, tracked their activities and provided feedback
Customer Support Representative With SP & EN
Conectys
12.2012 - 08.2014
- Provided technical support for third party software companies
- Troubleshoot software issues regarding gaming devices
- Worked as SPOC for an internet provider company from the UK
- Updated databases on a regular basis for both customers and team members
- Increased customer satisfaction by resolving hardware issues and informed customers about new features or software releases
- Managed escalations for the services provided, thus optimizing the customer experience
- Monitored and reported KPIs and SLAs
Education
Master - European Studies, Civilization And Communication
National School Of Political And Admin. Studies
Bucharest 10.2013 - 07.2015
Bachelor - Translation And Interpreting With EN & SP
University Of Foreign Languages
Bucharest 10.2009 - 07.2012
Skills
- Bilingual Spanish/English
- Proficient with Azure
- Experience with SAP technologies
- Installed, configured and resolved issues with PC and MAC devices
- Proficient with O365
- Proficient with CRM
- Communicating with client
Effective negotiation
- Communicating with teams
- Fast Learner
- Organized
- Able to meet deadlines
- Sales
- Account management
- Client relationship management
- Contract management
Certification
Cambridge Diploma, 06/2008
Timeline
Client Relationship Manager With Spanish
The Gap Partnership
11.2022 - Current
Account Manager
Ubisoft
03.2021 - 11.2022
Service Success Manager With English & Spanish
SoftwareOne
09.2020 - 02.2021
FastTrack Engineer/Manager With English & Spanish
Microsoft
09.2017 - 10.2020
NOC Engineer With English
IBM
07.2016 - 09.2017
IT Specialist With English & Spanish
IBM
08.2014 - 07.2016
Master - European Studies, Civilization And Communication
National School Of Political And Admin. Studies
10.2013 - 07.2015
Customer Support Representative With SP & EN
Conectys
12.2012 - 08.2014
Translator and Interpreter
Freelance
01.2012 - Current
Bachelor - Translation And Interpreting With EN & SP
University Of Foreign Languages
10.2009 - 07.2012
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