Nicu Ursei
Iasi
Summary
Results-oriented Customer Support professional with 6 years of experience in delivering exceptional service. Proficient in ticketing and CRM platforms including ServiceNow, Zendesk, Jira, Salesforce, and HubSpot to resolve customer issues effectively. Focused on enhancing user experience and driving service quality improvements through feedback and problem-solving.
Overview
7
7
years of professional experience
6
6
Certifications
Work History
Customer Service Agent
QA
Iasi
12.2022 - Current
- Proposed ideas and solutions that improved team collaboration and effectiveness.
- Collaborated with diverse coworkers to achieve common goals and resolve product and service issues.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Identified needs of customers promptly and efficiently.
- Recognized by management for providing exceptional customer service.
- Leveraged software and tools to improve service processes and enhance customer support.
Junior Zendesk Customer Service
Circus Street
Iasi
10.2021 - 12.2022
- Collaborated with diverse coworkers to achieve goals and resolve product and service issues.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Assisted customers with requests and answered questions, enhancing overall satisfaction.
- Worked with cross-functional teams to achieve goals.
- Supported and guided colleagues to foster a collaborative work environment.
- Utilized various software and tools to streamline processes and optimize performance.
- Updated and maintained databases with current information.
- Completed day-to-day duties accurately and efficiently.
Customer Service Advisor
Capgemini
Iasi
06.2019 - 09.2021
- Assisted customers with inquiries and resolved issues effectively.
- Handled escalated complaints and facilitated timely resolutions.
- Conducted follow-up calls to confirm customer satisfaction and encourage retention.
- Ensured customers received friendly and informed assistance for their service inquiries.
- Identified customer needs and proposed tailored solutions to elevate the customer experience.
- Collaborated with team members to streamline service delivery processes, enhancing efficiency.
- Provided feedback from customers to management team for further review.
Education
High School Diploma -
Emil Botta National College
Adjud 07-2015
Some College (No Degree) - Economic Informatics
Alexandru Ioan Cuza University
IasiSkills
- Customer service
- Customer support
- Issue resolution
- CRM software
- Zendesk proficiency
- Database management
- Service optimization
- Attention to detail
- Multitasking
- Effective communication
- Computer literacy
- MS office
- Teamwork and collaboration
- Flexible and adaptable
- Team collaboration
- Maintenance and repair
Languages
Romanian
Native
Native
English
Advanced (C1)
C1
Italian
Beginner
A1
Certification
CRM Essentials
Timeline
Customer Service Agent
QA
12.2022 - Current
Junior Zendesk Customer Service
Circus Street
10.2021 - 12.2022
Customer Service Advisor
Capgemini
06.2019 - 09.2021
High School Diploma -
Emil Botta National College
Some College (No Degree) - Economic Informatics
Alexandru Ioan Cuza University