Delia Maria Praja
Alba Iulia
Summary
Driven Senior Customer Support Agent from Superbet, adept in complaint handling and customer service excellence, significantly enhanced service delivery through strategic insights and critical thinking. Mentored personnel, boosting company retention rates by developing targeted learning solutions. Excelled in creating effective training materials, showcasing professionalism and analytical thinking. Service-oriented Customer Support Representative with [Number]+ years of experience in contact center operations talking to customers over phone, e-mail, online chat or social media to resolve broad range of concerns. Offers strong computer skills in Word, Excel and web-based applications and delivers exceptional communication with keen attention to detail. Multitasks and thinks critically and analytically to problem solve and produce satisfied customers.
Overview
6
6
years of professional experience
Work History
Senior Customer Support Agent
Superbet
06.2018 - Current
- Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.
- Shared strategic insights with interdepartmental teams regarding customer experience and service-related trends to improve service delivery.
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
- Connected with customers to address questions and resolve issues through phone and email.
- Contributed ideas and practical solutions to support process improvement efforts.
- Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
- Offered assistance in implementing and developing training programs.
- Documented customer interactions in computer system and assisted cross-functionally with billing and technical support to deliver high-quality customer service.
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
- Facilitated virtual, in-person and blended learning sessions.
- Designed and delivered web-based, self-directed learning materials.
- Developed lesson plans, instructional materials and written practice tests for [Type] and [Type] training courses.
- Developed and implemented successful onboarding program.
- Used [Software] to design training for [Type] employees and increase company retention and productivity rates [Number]%.
- Provided coaching and mentoring to employees.
- Trained and mentored [Number] new personnel hired to fulfill various roles.
- Identified workers with specific skill sets to recommend for promotions or raises, increasing internal hiring [Number]%.
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
- Wrote training manuals for [Type] employees and [Type] positions according to strict company guidelines and [Type] protocols.
- Utilized variety of instructional design methodologies to create effective learning experiences.
- Liaised with internal teams to resolve customer concerns, escalate issues and serve as company ambassador.
- Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
Education
No Degree - Limba Romana - Limba Engleza
Universitatea "1 Decembrie 1918" Din Alba Iulia
Alba Iulia, Romania06.2016
Skills
- Complaint Handling
- Customer service excellence
- Online Chat Support
- User Support/User Training
- Customer Needs Assessment
- Attention to Detail
- Training Materials/Method Development
- Professionalism
- Analytical Thinking
- Quality Control
- New Hire Orientation
Languages
Romanian
Native language
English
Intermediate
B1
Timeline
Senior Customer Support Agent
Superbet
06.2018 - Current
No Degree - Limba Romana - Limba Engleza
Universitatea "1 Decembrie 1918" Din Alba Iulia
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