Liviu-Alexandru Aur
Bucharest
Summary
Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker and consensus builder.
Overview
13
13
years of professional experience
5
5
Certificates
Work History
Team Leader
Webhelp
05.2021 - Current
- Ensure the achievement of the objectives through continous team follow-up
- Set up daily, weekly and monthly action plans to improve performance
- Ensure the respect of quality standards
- Ensure the availability of resources on set and production means (tool operation)
- Alert in case of production incident
- Suggest ways to improve and optimize production development
- Manage, coach, mentor and motivate the team
- Brief the team regarding performance, customer requirement and company vision
- Follow and improve performance quality (quality control, knowledge control, advisor's performance management)
- Develop skills and support advisors on a daily basis (coaching, team meetings, training)
- Ensure the respect of company values, implement discipline and platform rules
- Skills acquired during the time of maintaining this position: - experience working with Google tools (Gmail, user management, drive, meet, google sheets) - Salesforce Vector
Merchant Support Supervisor
Verifone
12.2018 - 05.2021
- Actively involved in the daily activity and tasks of the Merchant Support team;
- Handling internal escalations and setting up meetings with VIP merchants;
- Providing both internal and external guidance or resolutions for extended, sensitive, or difficult scenarios;
- Creating/updating internal/external documentation/procedures/trainings;
- Monthly quality reviews and KPI monitoring, delivery of KPI/peer feedback;
- Develop and perform onboarding training for new hires, monitor their activity, and assist them to develop naturally within the team;
- Internal training sessions with team members for new features/functionality of services;
- Monitoring platform uptime, being involved in incident management processes.
Merchant Support Analyst
Liviu-Alexandru Aur - page 1
07.2018 - 12.2018
- Handling T2/T3 B2B requests via Helpdesk tickets/Live-chat or phone / internal - escalation point for other concerned departments;
- Involvement within the service & incident/problem management process-observing, trends, and pulling useful data to report an incident to the concerned teams;
- Maintain and develop a broad technical knowledge and documentation of 2Checkout features and services - Research, reporting, documenting functionalities/performance issues/technical defects;
- Investigating and offering solutions to issues that are non-routine (tier 3 investigations with outside-of- the-box solutions);
- Act proactively to prevent issues from happening by providing suggestions and advice to merchants/ internal team;
- Perform technical troubleshooting and research on merchant reported issues;
- Identify appropriate resolutions within the required timeframe based on issue severity;
- Reporting performance or technical defects/raising bugs;
- Monitor the company's systems from a performance point of view using internal tools - Active monitoring of platform statuses, reporting and raising incidents if required;
- Troubleshooting API processes - REST/JSON-RPC/SOAP 2.0 through 6.0 - HTML/MySQL/Postman;
- Troubleshooting e-commerce CMS solutions - Shopify/WooCommerce/Wix/Magento/PrestaShop integrations;
IT Consultant
BullGuard, NortonLifeLock Inc
08.2017 - 07.2018
- As an It Consultant at BullGuard I am responsible on handling technical and payment issues from end users/re-sellers, analyzing and escalating (if needed) specific application ans system logs in order to provide a solutions and great customer experience to our users
Customer Service Representative/Team Captain
TELUS International
09.2016 - 08.2017
- As a frontline agent I was providing customer service to Telus Mobility customers following the company's guidelines
- Handling billing inquiries, technical and other Client Care situations
- As Team
- Captain I offer support for my colleagues on the floor, I am the person responsible for the floor when there is no Team Manager present, I am responsible for sending reminders and following up with the updates and tasks that my TM assigned.
Customer Care Representative
TELUS International
05.2016 - 08.2017
Volunteer Coordinator/ Vicepresident Even
05.2013 - 05.2017
- Staring May 2013 I am coordinating volunteers for multiple events as concerts, sport and cultural events
- Liviu-Alexandru Aur - page 2
- From June 2015 I was assigned as Vice president of the organisation being responsible for the HR department, internal projects and volunteer motivation.
Customer Service Representative
CGS, Computer Generated Solutions
02.2016 - 05.2016
- Handling customer inquiries regarding orders and purchases for Sprint Telecom
- Back-up Team Leader
Valoris Center
09.2015 - 02.2016
- Providing support for the team, training new hires, managing schedules and team results.
Customer Service Agent
Valoris Center
02.2015 - 09.2015
- Providing technical and commercial support to Bitdefender customers through calls, chat and email.
Education
GED - Industrial Technology
Colegiul Tehnic Grigore Cerchez
Technician Licenses & Certifications Introduction to Back-End Development - Coursera HRPGYX8WUG8Y - undefined
Skills
API Manual Testing
Certification
EF SET English Certificate 81/100 (C2 Proficient) - EF Standard English Test (EF
Timeline
Team Leader
Webhelp
05.2021 - Current
Merchant Support Supervisor
Verifone
12.2018 - 05.2021
Merchant Support Analyst
Liviu-Alexandru Aur - page 1
07.2018 - 12.2018
IT Consultant
BullGuard, NortonLifeLock Inc
08.2017 - 07.2018
Customer Service Representative/Team Captain
TELUS International
09.2016 - 08.2017
Customer Care Representative
TELUS International
05.2016 - 08.2017
Customer Service Representative
CGS, Computer Generated Solutions
02.2016 - 05.2016
Valoris Center
09.2015 - 02.2016
Customer Service Agent
Valoris Center
02.2015 - 09.2015
Volunteer Coordinator/ Vicepresident Even
05.2013 - 05.2017
GED - Industrial Technology
Colegiul Tehnic Grigore Cerchez
Technician Licenses & Certifications Introduction to Back-End Development - Coursera HRPGYX8WUG8Y - undefined
Similar Profiles
MANAR AL-ZUBAIDIMANAR AL-ZUBAIDI
Customer Support Agent at WebHelpCustomer Support Agent at WebHelp
Zaid ObeidatZaid Obeidat
Content Moderator at WebhelpContent Moderator at Webhelp
Denis LerondDenis Lerond
Téléconseiller at WebhelpTéléconseiller at Webhelp