Andrei Sofian Email & Phone Number

Iaşi, Iaşi, Romania

Iaşi, Iaşi, Romania

Trained and developed a cutting-edge chatbot to provideefficient user support, significantly reducing service desk call volume.Conducted comprehensive research on the chatbot platform, extracting and analyzing chat data to identify common problems and prioritize their resolution. Created and designed flowcharts using draw.io, incorporating knowledge base articles and trigger words for seamless user troubleshooting.Facilitated successful implementation of flowcharts through collaboration with developers, followed by rigorous testing by digital coaches and selected individuals to ensure optimal performance.

Iaşi, Iaşi, Romania

Recorded and meticulously documented service tickets intothe incident tracking system, expediting the process of problem identification and resolution.Handled and effectively addressed customer service concerns, proficiently determining when to escalate complex issues to specialized team members for swift resolution.Provided prompt and expert responses to customer inquiries, delivering technical support and assistance over the phone.Successfully managed multiple escalations, proactively resolving intricate problems while transparently explaining the underlying technical processes to users. Additionally, assumed the responsibilities of an Incident Manager, overseeing incident handling and coordination to ensure efficient resolution.Proficiently gathered vital information on various outages, actively engaging with co-workers and diverse users to understand and analyze the root causes of incidents, ultimately contributing to improved incident management strategies.

Roman, Neamţ, Romania

Operating machinery to cut, sew, and assemble various airbag components.Testing airbags: performing quality checks on airbags to ensure they meet the required safety standards.Maintaining equipment: responsible for cleaning and maintaining the machinery and equipment used in theproduction process.