Adrian Tache Email and Phone Number

Providing support to key internal stakeholders globally on mission-critical clinical trial software systems, utilizing technical expertise, advanced technical understanding of the software systems, and analytical skills to identify root causes.Creating, validating, and executing SQL scripts and stored procedures to perform manual updates to customer databases as required while maintaining clinical trial data integrity.Conducting manual testing through the user interface as well as at database level on each custom scenario in order to validate bugs or identify the most efficient resolution plan.Monitoring third-party data integrations, identifying and resolving issues, including data inconsistencies, communication failures, and system errors using SQL, XML, JSON.Sharing product and technical expertise, providing technical mentorship and crosstraining to other peers and team members.Providing input on current support processes and suggest improvements.

Adapt product expertise and knowledge to solve user issues stemming from complex IRT requirements.Conceptualize and drive best practices in Customer Care.Identify and implement process improvements focused on driving towards greater efficiency or improved quality in Customer Care.Assist with departmental initiatives such as creation of new tools, enhancement of processes, development of new processes, etc.Identify and resolve issues related to data integrations, including data inconsistencies and system errors Appointed as mentor for multiple new-hires and acted as point of escalation for other agents in the team.Hosted meetings, trainings and coaching sessions related to technical topics as well as internal process changes.Was designated to update documentation from internal knowledgebase on multiple occasions.

Providing support to system users in multiple countries via telephone and email while clearly documenting all communication and all updates performed.Troubleshooting and resolving user-reported issues and communicating the resolution back to system users.Add and update highly-sensitive production data for clinical trials while maintaining trial integrity and regulatory compliance. Investigating, diagnosing, and escalating system issues to relevant teams when necessary for resolution. Collaborating with cross-functional teams in identifying and providing solutions for system users. Work well under pressure in a fast-paced dynamic environment with short resolution times. Manage multiple requests with competing priorities and reprioritize as needed.

Customer service specialist servicing both individual and business consumers.Providing tech support for one of the biggest cable and internet providers in US covering all channels : phone, email, chat.Ensuring front office client support but taking on also back office and sales related activities whenever needed.Presenting new deals to customers and providing support with renewal of services when given the opportunity.Provided training and coaching sessions and acted as main support for newly hired agents

Customer support for one of the biggest Cellphone Providers in US, focused on delivering the best Services and best Customer Experience possible.Tasks included:Front and back office activities, directly interacting with customers over the phone offering technical support, billing and credit card management.Providing order support and keeping the customer in touch with other internal departments.Managed to be on target with all the main KPIs of the process from the first month.Been rated as top agent with the highest quality score of 100% from both internal QC monitors and customer surveys.Appointed as Subject Matter Expert (SME) after only 4 months and being assigned to provide support for the other agents in my team.Provided training sessions related to Tools, Policies and Procedure.Acted as the escalation point whenever required by the customers.