Dragos Modiga Email & Phone Number

Bucharest,Romania

Was in charge of a team of approximately 20 subject matter experts that helped the new hires through the first two months of training. Besides this, with the collaboration of the Upper Management team we created and maintained different SOPs specific to our goals.

Bucureşti, România

An audit of the job functions and responsabilities:- oversees the day-to-day operations and sets priorities and monitors progress;- provides input on team member performance for evaluation purposes;- coach the opportunity found on the behaviors that an agent has;- create SOPs and monitor its application;- enforce and assist in having a series of goals for the month achieved;- verify and address problems with the attendance, staffing and shrinking;- present a raport about the teams' productivity, outliers and future action plans;- provide a second opinion on complex cases;- able to maintain a discussion through a vast diversity of communication channels;

Bucureşti, România

In this period I worked as a Senior Representative, assisting other agents with the right resolution (offering a second opinion that meets both ends), as well as handling escalated calls and callbacks (inquiries that require a higher level of customer service skills due to their difficulty)

Bucureşti, România

I worked on the Financial branch of Sprint as a customer service representative.

Regatul Unit

I worked as a digital media operator, being in charge of Media activities and the website that the company had. One of the main tasks was keeping contact with the partners via email. The company was in charge Hospitality Industry for restaurants (provided assistance and italian equipment for setting up a professional kitchen).