Microsoft Outlook
Dragos Sancraian
Customer Support Engineer
Floresti
Summary
Proven track record in enhancing customer satisfaction and exceeding SLA targets at RWS Group, showcasing expertise in technical support and customer service. Skilled in root cause analysis and helpdesk administration, I consistently improved service quality and efficiency, contributing to significant process enhancements at Genpact.
Overview
11
11
years of professional experience
Work History
Customer Support Engineer
RWS Group
07.2019 - Current
- Answered incoming support inquiries via chat, phone and email.
- Acted as a liaison between customers and internal teams to ensure seamless handover during escalation or project-related support, ensuring customer satisfaction at all times.
- Contributed significantly to exceeding SLA targets consistently while maintaining high-quality service standards.
- Managed critical incidents effectively by coordinating with relevant stakeholders and providing timely updates to affected customers.
- Used remote diagnostic tools to identify sources of certain customer issues.
Senior Process Associate
Genpact
06.2016 - 06.2019
- Met month-end reporting objectives and deadlines.
- Identified modifications to processes and procedures that would promote better efficiency.
- Supervised team of process associates to enhance accountability, develop professional skills and improve efficiency.
- Increased customer satisfaction by promptly addressing concerns and providing effective solutions tailored to their needs.
Finance Assistant
La Chambre
02.2014 - 01.2016
- Supported the finance team by processing invoices and expense claims promptly and accurately.
- Entered financial data into company accounting system with stringent adherence to data security protocols
- Maintained accurate records of financial transactions in alignment with regulatory requirements.
- Organized budget documentation and tracked expenses to maintain tight business controls.
Education
Bachelor of Science - Geography
Universitat Wien
Vienna 04.2001 -
Skills
User Training
Customer Support
Helpdesk administration
Quality Standards
Documentation And Reporting
Root Cause Analysis
Technical Support
Service agreement information
Online Chat Support
Remote Technical Support
Technical issues analysis
Desktop support
Technical Troubleshooting
Application support
Software
Office365 suite
Microsoft Excel
Jira & Confluence
Salesforce CRM
Trados Studio
Notepad
Languages
Romanian
Native language
English
Advanced
C1
German
Advanced
C1
Timeline
Customer Support Engineer
RWS Group
07.2019 - Current
Senior Process Associate
Genpact
06.2016 - 06.2019
Finance Assistant
La Chambre
02.2014 - 01.2016
Bachelor of Science - Geography
Universitat Wien
04.2001 -
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