Summary
Overview
Work History
Education
Skills
Timeline
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Robert Valentin Matei

Robert Valentin Matei

Customer Support Representative And Team Lead
Bucharest

Summary

Dynamic and detail-oriented professional with extensive experience in customer support, web services, content moderation, and team leadership within data annotation projects. Skilled in resolving technical issues, optimizing workflows, and driving team performance to achieve organizational goals. Proficient in web hosting, DNS management, and basic web technologies, with a strong commitment to quality assurance and process improvement. With a proven ability to adapt to new tools and environments, successfully led a data annotation team to increase project efficiency by 20% through workflow improvements and performance monitoring. Dedicated to delivering exceptional results in fast-paced and dynamic settings.

Overview

5
5
years of professional experience
2
2
Languages

Work History

Team Leader – Data Annotation Services

KDC
02.2024 - Current
  • Supervised a team of data annotators by setting performance expectations, monitoring progress, and providing constructive feedback to ensure accurate and timely project completion while maintaining high-quality standards.
  • Developed team members' skills through targeted coaching sessions, resulting in enhanced individual and team performance.
  • Monitored performance metrics and provided regular feedback to boost productivity and maintain consistency in outputs.
  • Trained and onboarded new team members, ensuring adherence to annotation guidelines and company policies.
  • Collaborated with project managers and clients to align deliverables with specific requirements and deadlines.
  • Identified and implemented process improvements to increase efficiency and reduce error rates in annotation workflows.
  • Conducted quality assurance checks to uphold high standards of annotated data output.
  • Acted as the primary point of contact for resolving escalations and addressing technical challenges within the team.

Customer Support Representative – Web Services

CloudDNS
07.2022 - 01.2024


  • Developed strong relationships with clients, resulting in repeat business and positive feedback.
  • Provided technical support and guidance to clients on web hosting, domain registration, and DNS configurations.
  • Assisted customers in creating and managing their web domains, ensuring seamless setup and operation.
  • Troubleshot and resolved technical issues related to website hosting, email services, and server configurations.
  • Delivered exceptional customer service by addressing inquiries and resolving concerns promptly and effectively.
  • Educated clients on best practices for website management and DNS security to enhance user experience.

Customer Support and Content Review Agent

Cloudworkers
05.2020 - 06.2022
  • Increased customer satisfaction by 20% through proactive problem-solving and efficient complaint resolution.
  • Handled 100+ daily customer interactions via multiple channels (email, chat, phone), ensuring accurate issue resolution and maintaining service quality.
  • De-escalated and resolved customer complaints with empathetic, polite, and professional communication.
  • Collaborated with cross-functional teams to escalate and resolve complex cases while maintaining seamless communication with clients.
  • Analyzed customer feedback to propose and implement improvements in service delivery and internal processes.
  • Reviewed and moderated user-generated content to ensure compliance with platform guidelines, maintaining a safe online environment.
  • Flagged inappropriate or harmful content, contributing to user safety and platform integrity.
  • Maintained detailed and transparent records of customer interactions and content reviews for reporting and analysis.

Education

High School Diploma (including Baccalaureate Exam) - Economic Studies

Liceul Tehnologic Economic "Elina Matei Basarab"
Ramnicu Sarat, Romania
04.2001 -

Skills

  • Proficient in MS Office Suite (Word, Excel, PowerPoint) and Google Workspace
  • Basic knowledge of HTML, CSS, and web technologies
  • Experience with DNS management (A-record, CNAME, MX records)
  • Competence in SSL certificate installation and management
  • Knowledge of FTP, SFTP, and file management protocols
  • Adaptable to new tools and workflows
  • Strong multitasking and time management skills in fast-paced environments
  • Proficiency in data-driven decision-making and performance analysis
  • Expertise in workflow optimization to improve efficiency and accuracy
  • Skilled in quality monitoring and reporting for team performance
  • Experienced in root cause analysis and issue resolution

Timeline

Team Leader – Data Annotation Services

KDC
02.2024 - Current

Customer Support Representative – Web Services

CloudDNS
07.2022 - 01.2024

Customer Support and Content Review Agent

Cloudworkers
05.2020 - 06.2022

High School Diploma (including Baccalaureate Exam) - Economic Studies

Liceul Tehnologic Economic "Elina Matei Basarab"
04.2001 -

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Robert Valentin MateiCustomer Support Representative And Team Lead