Zlataru Daniel
Customer Support Associate
Brasov
Summary
Willingness to take on added responsibilities to meet team goals.
Reliable employee seeking higher positions.
Offering excellent communication and good judgment.
Dedicated customer care and team involvement, professional with history of meeting company goals utilizing consistent and organized practices.
Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
3
3
Languages
Work History
Interim Manager EMEA-SDS
Amazon
10.2023 - Current
- Improved company performance by identifying inefficiencies, implementing process improvements, and providing strategic guidance to my team.
- Streamlined metrics with thorough analysis, identification of areas for improvement, and the execution of targeted action plans .
- Strengthened organizational structure by evaluating departmental functions and making necessary personnel adjustments to improve efficiency and effectiveness.
- Drove continuous improvement efforts throughout all aspects of the organization's workflow using data-driven metrics to measure results objectively.
- Implemented risk mitigation strategies to minimize potential issues during periods of transition or restructuring.
- Spearheaded initiatives that led to increased collaboration between departments for improved metrics results.
- Maintained a high level of employee satisfaction by implementing different kinds of approach.
- Increased employee engagement by fostering a positive work environment, encouraging open communication, and promoting professional development opportunities.
- Fostered innovation within the company culture by promoting creative problem-solving techniques among team members.
- Achieved successful project completion by implementing effective interim management strategies and overseeing team progress.
Customer Support Associate(Retail/Logistics/D2)
Amazon
04.2020 - Current
- Forwarding escalations by opening tickets for any delivery issue in logistic department where 80% of work requires trouble tickets .
- Learned new skills and applied to daily tasks to improve efficiency and productivity for my self and my team .
- Provided shadowing and coaching sessions to new hires as part of their training in order to improve their knowledge and overall results
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Provided customers with quality assistance through phone calls, email and chats (Retail and Amazon Logistics)
- Did many sessions of mining of contacts handled by other colleagues in other teams and giving final feedback to their managers about how correct was their management of customers following our internal policies.
- Worked beside Team Managers to dive deep into CSA metric problems and performed mentoring to improve CSA results
Truck Driver
Bos Logistics Schiphol
02.2018 - 06.2019
- Loaded and unloaded products at warehouses and customer locations using hand trucks, pallet jacks and forklifts going efficiently on changing company results arriving at 95% of successful in time delivered orders from previous 89%.
- Dropped and hooked trailers and changed configuration of equipment.
- Completed regular inspections and maintenance actions, as well as basic equipment repairs, to keep equipment operating at peak levels.
- Transported hazardous materials and oversized shipments without incident.
- Verified hazardous material product descriptions and determined any discrepancies in paperwork.
Technical Support Associate
SC OPEN MIND SRL
07.2015 - 11.2017
- Patched software and installed new versions to eliminate security problems and protect data.
- Configured hardware, devices and software updating and instruct clients for self resolving at least basic issues reducing in last 3 months in service of 8% customer recalling for basic problem solving information.
- Developed and implemented bug fixes and patch sets for existing web applications.
- Resolved issues with systems, hardware and telephones quickly and accurately.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Doing training sessions for new hires individually showing them handling methods for solving customers hardware and software issues.
Education
High School Diploma -
Miron Nicolescu High School
Romania 08.2005 - 08.2009
Skills
Handling difficult customers
Logistics understanding
Customer service and support
Customer technical support
Managing Team skills
Timeline
Interim Manager EMEA-SDS
Amazon
10.2023 - Current
Customer Support Associate(Retail/Logistics/D2)
Amazon
04.2020 - Current
Truck Driver
Bos Logistics Schiphol
02.2018 - 06.2019
Technical Support Associate
SC OPEN MIND SRL
07.2015 - 11.2017
High School Diploma -
Miron Nicolescu High School
08.2005 - 08.2009