Gabriel-Florian Marica

● provided support to front-line agents and our customers through the use of advanced tools capabilities and policy limitations;
● gathered customer and issue information required for resolution;
● provided accurate and thorough issue documentation in case notes;
● educated the customer where applicable to prevent the need for future contacts;
● demonstrated exceptional customer communications (verbal and written) with elements of empathy, active listening, and understanding;
● maintained a balance between company policy and customer benefit in decision making;
● evaluated and identified opportunities to drive process improvements that positively impact the customer’s experience;
● maintained a high level of productivity to ensure that the team is meeting service level
requirements.

● addressed critical and high-priority cases that were escalated to me.
● managed sensitive and escalated cases with a sense of urgency and tact.
● regularly reported quality metrics to team leaders, highlighting consistency issues or production deficiencies.
● maintained ongoing communication with team leaders to keep them informed of quality metrics and address any issues.
● prepared various statistical reports for the leadership team and quality improvement programs on a regular basis.
● conducted thorough requirements analysis to identify and document detailed business rules and use cases.

● maintained a positive, empathetic and professional attitude toward customers
at all times;
● responded promptly to customer inquiries;
● acknowledged and resolving customer complaints;
● communicated and coordinated with colleagues as necessary;
● ensured customer satisfaction and provide professional customer support;

I was also part of the Local Trainer Program with the aim of improving the onboarding
experience of the new joiners while equipping CS agents passionate about educating
others with the necessary skills that could be beneficial in their personal and
professional lives.

● was responsible for analyzing the game's performance against the designer's
intentions;
● identified application issues (spelling mistakes, localization problems,
graphical/audio glitches, copyright issues);
● debugged and suggested the detailed refinements that ensure the quality and
playability of the finished game;
● being able to work on repetitive and tedious tasks long after the novelty and fun
factor have worn off;
● identified problems and suggesting improvements;
● had an on-going relationship with customer support team / DEV team;

During my employment period at EARO I was assigned to work from start to finish on
four major projects with different genres (FPS and Sports). On each project I was able
to quickly adapt and assimilate the necessary knowledge in order to cope with any
given task. I was also able to proficiently communicate and work with internal and
external teams.