Summary
Overview
Work History
Education
Skills
Timeline
Generic
George Chiabei

George Chiabei

Https://www.linkedin.com/in/george-chiabei-017a49111/
Bucharest

Summary

Experienced professional with 4 years of managing various platforms and escalations in a fast-paced Call Center setting. Proficient in Freshdesk administration, GDPR compliance, cross-departmental coordination, and process enhancements. Skilled in generating reports, conducting UAT testing, and resolving complex issues. Recognized for problem-solving skills, attention to detail, and proactive communication to drive team and organizational success.

Overview

10
10
years of professional experience
2
2
Languages

Work History

Customer Engagement Systems Analyst

Philip Morris International
06.2022 - Current
  • Overseeing user access management for the Freshdesk platform and actively participated in its deployment and integration.
  • Partnering with the platform provider to drive system improvements, resolve technical issues, and enhance reporting and dashboard capabilities.
  • Leading the launch of a new live chat platform alongside the implementation of a chatbot solution.
  • Ensured business continuity by offering expert technical support and proactively reducing system interruptions.
  • Managing tickets related to Call Center operations, including Trade-In offers, customer feedback, sponsorship and partnership requests, GDPR inquiries, and complaints.
  • Proactively contributed to a high-impact, company-wide supply chain platform project, collaborating across multiple teams and companies, coordinating extensive testing via Jira, and ensuring both team and broader business interests were represented.
  • Resolving complex customer issues that cannot be addressed by frontline Call Center staff, including GDPR topics.
  • UAT testing for DCS.
  • Driving process improvements across various Call Center functions, including Loyalty programs, e-commerce orders, and quick registration.

Junior Customer Care Executive

Philip Morris International
04.2022 - 06.2022
  • Process improvement (through internal qualitative & quantitative analysis, moderating internal & external meetings with the involved departments);
  • Ticket management;
  • In charge of GDPR topics;
  • Creating and extract reports based on needs and requests;
  • Launching of Bazaar Voice (customer reviews).
  • Enhancing customer satisfaction by resolving inquiries effectively and efficiently.

Customer Care Intern

Philip Morris International
08.2021 - 04.2022
  • Working closely with the Customer Care team I'm part of and understand the internal flows and processes;
  • Contributing to the 'WeCare Platform' project, translating the training materials from the Global team, adding video subtitles, etc.;
  • Ticketing-related activities.

Front Desk Clerk

JW Marriot Bucharest Grand Hotel
06.2019 - 03.2020
  • Provide the best service, putting a smile on the face of our guests, and creating a lasting impression professionally;
  • Welcome and acknowledge all guests according to company standards;
  • Register & process guests and their assigned rooms;
  • Explain guarantee, special rate, and cancellation policies;
  • Accommodate and document special requests.
  • Communicating with hotel staff on the status of guest rooms;
  • Follow sales techniques to maximize revenue through upselling guest rooms and promoting hotel services;
  • Handling cash payments;
  • Follow proper escalation procedures when addressing guest concerns.

At your service Agent

JW Marriot Bucharest Grand Hotel
07.2018 - 05.2019
  • Deliver customer service through phone support;
  • Provide detailed information about the hotel's services and products;
  • Manages day-to-day operations, ensuring the quality, and standards and meeting the expectations of the customers daily;
  • Creating specific Front Desk reports;
  • Provides services that are above and beyond for customer satisfaction and retention;
  • Process all reservation requests (for rooms, restaurants, and transportation), services, changes, and cancellations received by phone;
  • Working in different softs: OPERA, MARSHA, MicrosoftOffice (Excel, Word, etc.).

Call-Center Sales Operator

Foundation for the Study of Cycles
10.2015 - 06.2016
  • Searching candidates using direct search (LinkedIn mostly);
  • Approaching the candidates by phone;
  • Presenting the company;
  • Scheduling meetings between a salesman and a client.

Education

Master of Science - Human Resources Management

Academy of Economic Studies
Bucharest
04.2001 -

Bachelor of Science - Human Resources

Academy of Economic Studies
Bucharest, Romania
04.2001 -

High School Diploma -

National College Matei Basarab
Bucharest
04.2001 -

Skills

    Problem Solving & Critical Thinking

    Analytical Thinking & Decision Making

    Effective Communication & Collaboration

    Project Management

    Attention to Detail & Accuracy

    Adaptability & Flexibility in Fast-Paced Environments

    User acceptance testing

    Business process analysis

    Ticketing Platform Management

    Data Reporting & Analytics

Timeline

Customer Engagement Systems Analyst

Philip Morris International
06.2022 - Current

Junior Customer Care Executive

Philip Morris International
04.2022 - 06.2022

Customer Care Intern

Philip Morris International
08.2021 - 04.2022

Front Desk Clerk

JW Marriot Bucharest Grand Hotel
06.2019 - 03.2020

At your service Agent

JW Marriot Bucharest Grand Hotel
07.2018 - 05.2019

Call-Center Sales Operator

Foundation for the Study of Cycles
10.2015 - 06.2016

Master of Science - Human Resources Management

Academy of Economic Studies
04.2001 -

Bachelor of Science - Human Resources

Academy of Economic Studies
04.2001 -

High School Diploma -

National College Matei Basarab
04.2001 -

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George ChiabeiHttps://www.linkedin.com/in/george-chiabei-017a49111/