Andrei Chiric Email & Phone Number

Bucharest, Romania

Bucharest, Romania

• Provide top-notch customer support via multiple channels, including, email, and chat, addressing inquiries, troubleshooting technical issues, and ensuring customer satisfaction.• Collaborate closely with cross-functional teams to relay customer feedback, contributing to product enhancements and process improvements.• Maintain a deep understanding of our product offerings, enabling me to offer accurate and timely assistance to customers.• Effectively document customer interactions and solutions in the CRM system, contributing to a comprehensive knowledge base for future reference.• Act as a point of escalation for complex issues, demonstrating strong problem-solving skills and a commitment to issue resolution.Participate in ongoing training and development programs to stay up-to-date with product updates and industry trends.

Bucharest, Romania

I was a member of a small team that embarked on an exciting journey to establish a brand-new department from scratch within an emerging FinTech company. Our primary objective was to create a robust support system that catered to the company's needs. As pioneers of this initiative, we were responsible for every aspect of building the department. Our focus spanned from defining the department's core functions and assembling a qualified team to setting up the necessary infrastructure and designing efficient processes.

Bucharest, Romania

• Performing quality audits to assess the accuracy of each item based on established guidelines.• Evaluating compliance with internal policies and procedures.• Enhancing service delivery consistency and quality, leading to improved performance and increased customer satisfaction.• Offering written and verbal feedback and coaching to team members and team leads based on audit findings.• Maintaining in-depth knowledge of processing procedures.• Identifying training and development requirements for the project.• Establishing a strong rapport with management to discuss development initiatives related to assigned responsibilities and undertaking special projects as needed or requested.In parallel, I have also got involved in Second Level Support(L2) activities as well as NOC activities.Tools used: Grafana, Playvox, Kibana, Tableau, MariaDB.

Bucharest, Romania

• responsible for the journey of new people that joined the Customer Support Team for one of Playtika's games (Board Kings). This included the accommodation process, being the point of contact for assistance with corporate-related queries, and also serving as a buddy for them. • permanently being in touch with the other departments, and having pre-release talks for features in order to prepare materials and information support for new and old agents.• create, adapt, and provide training materials and resources in order to bring new agents to a spot where they were independently able to handle customer queries and interactions. With a further focus on improving toward excellence.• substituting some of my manager's tasks when while they were on vacation: delegating tasks in the team, assessing risks, and communicating with stakeholders

Bucharest, Romania

Upon the introduction of a new outsourcing team, the scope of responsibilities and coordination requirements expanded significantly. The team identified the need for a more streamlined and optimized approach to ensure efficient task assignment, maintain quality standards, control metrics, handle reporting, address problem-solving scenarios, and facilitate seamless communication. As a result, this role underwent a further transition, evolving into a Trainer Position.Simultaneously substituting the Team Leader Job during busy quarters.

Bucharest, Romania

• periodically create reports related to retention, rating, engagement, and device performance for Apple Store and Play Store • be the front of the company in answering Reviews and Comments • create engagement plans, adapt forms of communication, and provide Store-Front level support for those in need.

Bucharest, Romania

• main and first point of contact between the company and its clients, successfully assisting customers through chat and e-mail, starting from simple queries to complex technical difficulties;• ensuring customer retention through the practice of excellent customer support practices, providing compensation, and assuring diligent follow-ups on enduring and intricate circumstances.• escalation of technical situations to the relevant department in order to assure solutions for a mass of customers.• working with SNOW( ServiceNow), Admin Panel, Office Suite, Google Suite, Tableau;Additional projects:One of the principal pillars of a project with the ultimate objective of developing a database-access tool for customer support agents, aimed at investigating customer inquiries and delivering responses based on the gathered information. The tool continues to be in use to date and has been subject to periodic updates to accommodate evolving requirements. Improving an old FAQ page that serves as an optimal landing space, catering to both new and existing users of the service. By offering comprehensive answers to frequently asked questions, the FAQ page aims to enhance the user experience and provide valuable support and guidance. Its purpose is to ensure that users can easily access essential information, reducing uncertainties and promoting user satisfaction.

Bucharest, Romania

Main responsibilities:-> assist over chat customers with service related questions, concerns, technical difficulties.-> escalate and maintain a low-risk zone for major issues that may appear.-> sustain a high volume of interactions while maintaining a high(and increasing) KPI and NPS scoreAdditional reponsablilities:‣"floor support": - an additional line of support between Customer Support Agents and Suppervisor. - first line of contact for colleagues that needed additional information or help in handling difficult situations.

Tecuci, Galaţi, Romania

The main objective of the association is to create a better community for the citizens, helping elderly people during winter with supplies and around housework, bringing new activities and opportunities for the less fortunate teens as well as creating an energic and lively city with all sort of events.

Tecuci, Galaţi, Romania

Bachelor'S Degree, Accounting And Management Information Systems

Tehnician Activități Economice, Economics