Ruxandra Prada
Bucharest
Summary
Detail-oriented IT support professional with expertise in remote and on-site troubleshooting and ticket management. Demonstrated success in enhancing first-call resolution rates and optimizing support processes through effective documentation and automation. Strong ability to collaborate across teams to deliver efficient solutions and improve service delivery.
Overview
9
9
years of professional experience
Work History
Analyst Client Services
Ascensos
Bucharest
10.2023 - Current
- Providing exceptional, personalized support via phone, email, or chat for retail brands
- Achieving targets while maintaining brand loyalty through empathetic, problem-solving interactions.
- Focusing on resolving issues and educating on digital tools
- Building relationships, demonstrating product knowledge, and taking ownership of experiences.
IT Specialist
HCL Poland Sp. z o.o.
Krakow, Poland
05.2020 - 08.2023
- Training and documentation of users globally.
- Record progress and solve issues.
- Back-up team lead.
- Improving the training process for new hires.
- Conduct onboarding interviews.
- Schedule or conduct new employee orientations.
- Inform job applicants of details such as duties and responsibilities, compensation, benefits, schedules, working conditions, or promotion opportunities.
- Project Procter Gamble
Senior Customer Services Representative
Arvato
Krakow, Poland
05.2018 - 05.2020
- Provided technical support via phone, chat, and email for Google Ads campaigns, ensuring client satisfaction and effective campaign performance.
- Managed level 1 and level 2 B2B requests, facilitating timely resolutions for clients.
- Prioritised and identified appropriate resolutions within SLA time frames, enhancing customer experience and support efficiency.
- Reporting technical or performance failures.
- Point of contact for new hires.
- Provided training support during staff absences.
- Google Ads Project
Back Office Analyst
Computer Generated Solutions
Bucharest, Romania
08.2017 - 05.2018
- Transaction confirmation, position validation, invoicing, payments and contract management.
- Review and analysis of contracts, commercial agreements, documents, electronic documents.
- Inspected and evaluated customer financial information, including buyers' files and purchase orders, to ensure accuracy and compliance.
- Efficient use and updating of both internal client systems and assessment tools.
- Trained new staff members on procedures and systems to enhance understanding and performance.
- Point of contact for new hires.
- Facilitated rapid project development using agile methodologies to streamline processes and improve delivery timelines.
- Confer with management to develop or implement personnel policies or procedures.
- Advise management on organising, preparing, or implementing recruiting or retention programmes.
Education
Economics and Business Administration
Faculty of Economics and Business Milano Bicocca
Milano03-2017
Faculty of Economics and Political Science Perugia
03-2016
MBA -
"Dunărea de Jos" University of Galați
Galati, Romania01-2017
Skills
- Data analysis and visualization
- Power BI and SAP
- Project management methodologies
- Workday and AWS
- Microsoft Office proficiency
- Customer relationship management
- Technical support and troubleshooting
- User training and development
- Problem solving and incident management
- Knowledge base creation and maintenance
- SLA compliance and ITIL fundamentals
- Effective communication skills
- Windows, macOS, Linux, Active Directory, Office 365, Jira, Zendesk, ServiceNow
Custom
- Volunteer, "Save the Children", Romania, Bucharest, 2025-02-01, Present, Helped create anti-bullying program., Increased awareness and acceptance of mental health issues., Learned how to use hypothesis-driven development to solve organizational problems.
- Volunteer, "Never Alone - Friends of the Elderly", Romania, Bucharest, 2025-11-01, Present, Create a safe beneficiary – volunteer environment., Team work activities that brought out collaboration and problem-solving., Communication by challenging groups to strategize, build trust, and think creatively under pressure, fostering stronger connections and understanding beyond routine tasks.
Timeline
Analyst Client Services
Ascensos
10.2023 - Current
IT Specialist
HCL Poland Sp. z o.o.
05.2020 - 08.2023
Senior Customer Services Representative
Arvato
05.2018 - 05.2020
Back Office Analyst
Computer Generated Solutions
08.2017 - 05.2018
Economics and Business Administration
Faculty of Economics and Business Milano Bicocca
Faculty of Economics and Political Science Perugia
MBA -
"Dunărea de Jos" University of Galați