Andreea Muntean Email & Phone Number

Bucharest, Romania

Role and responsibilities:- Provide technical support; answering support queries via phone, email, Chat and Web- To maintain a high degree of customer service for all support queries and adhere to all service management principles.- To take ownership of user problems and be proactive when dealing with user issues.- Logging / verifying customer details- Identifying the issue and categorizing / prioritize the incident- Creating a ticket in Service Now ticketing tool- Referring KB for workaround / resolution and attempting resolution- Strong interpersonal skills are a prerequisite.- Ability to work effectively in a dispersed team and individually.- Ticket re-assignment to L4 if ticket unresolved by us.- Routing / Chasing of tickets with other PRG's- Recording trend of calls and identifying outages proactively- Callbacks for customer not reachable cases & customer request- Identifying the trend of calls / tickets and highlighting it to TL as applicable for outage confirmation - Creating child tickets and tagging them with problem ticket

Bucharest, Romania

I receive, scan, index, enter and validate/check vendor invoices (including Intercompany invoices)and Employee Travel Expense (TE) claims. I'm creating debit memos or reverse invoices,and perform periodic vendor statement reconciliation.My responsabilities are also to resolve vendor and employee related queries within defined timelines- Handle exceptions generated, perform root cause analysis to resolve current issues. -Provide all information, documents and reports for audit. -Post the audit; take steps as per corrective action plan drafted by the Team Leader.-Assist in period-end closing activities All my activities are in SAP , invoice posting, payments , reversals. I am the lead of social committee team- we organised team building , team activities for the entire BSS team.

Bucharest, Romania

Having this position makes me in charge of the following IT related problems: - Isolating the customer's issue and solving it in a timely matter - perform troubleshooting steps in order to resolve the customers IT problem- taking care of a large spectre of IT related software , platforms and business applications such as : Microsoft Windows , Microsoft Office Suite , Microsoft SharePoint , Cisco IP Communicator , Citrix Environment (Citrix as a Service), VMWare AirWatch Enterprise Mobility Management , Citrix Desktop Director.- Using Active Directory and SAP to identify account related authentication problems- performing remote sessions to install , maintaine or troubleshoot and identify the root cause of the problem - provided second level support to the new hires from the german service desk departmentAchievements: - positive Customer Experience Ratings on a monthly basis- top performer for the main Key Performance Indicators

București, România

- administer all inbound calls from various employees and prepare all product quotes for all required customers- maintain knowledge on all complex policies and coverage details for same and assist customers to complete all applications and forms and all required documents- monitor all renewal processes in compliance to travel accident policies and prepare reports for all liability claims- ensure adherence to all customer service standards and ensure implementation of safety practices

Județul Cluj, România

- organizing and executing assigned business projects on behalf of clients according to client’s requirements- meeting with assigned clients when needed and perform an initial assessment of a problematic situation- collecting information about the client’s business through a variety of methods (shadowing, interviews, surveys, reading reports etc.)

Stiinte Juridice Si Administrative

Relatii Internationale | Studii Iudaice

Baccalaureate, Philology