- Making training sessions with all new employees from customer support department (presenting all the internal procedures and applications) - Making training sessions with older employees, in order to increase performance and KPI's- Making proposals for improving the processes in order to help new employees asimilate all the information they need so they can offer a great customer support experience- Offering support, feedback and mentoring sessions for colleagues- Maintained continuous communication and transfer of knowledge with numerous departments; sending emails to Customer Care employees with new procedures, after consulting different departments involved. - when needed, helping the direct manager with different reports- drafting various training materials and textbooks

- Handling calls and emails from customers according to the company's procedures- Handling second level support issues; solving more difficult situations that can't be handled by first level operators and must be followed up and checked with different departments- Taking and registering in the database the demands of the customers, collaborating with other departaments in order to solve them.- Making training sessions with all the new employees from customer support department (presenting all the internal procedures and applications)

- Handling calls and emails from customers according to the company's procedures- Taking and registering in the database the demands of the customers, collaborating with other departaments in order to solve them.- Manage the calls and remain client-friendly acting proactively and providing high-quality information and advice.- Follow up on newly received e-mails and faxes, sort them according to their level of priority and process urgent communications (both written messages and phone calls).

- Cash and non-cash operations;- Card stock record for customers for customers;- Card stock record for customers for companies;- Establishments/clearance/stores for customers;- Establishments/clearance/stores for companies;

-Following and answering comercial cases (invoice duplicates, temporary check of services ) according to the procedures and rules of the company- Taking and registering in the database the demands/incidents of the customers via e-mail, fax, letters, collaborating with other departaments in order to solve them.- Making proposals for improving the processes in order to solve more quickly and at a better quality all the customers situations and requests.- Making reports and analysis on customer complaints- Offering support and feedback for new colleagues, double headphone sessions with them.- Performance analysis for the team members- Maintained continuous communication and transfer of knowledge with numerous departments: Provisioning, Billing & Collection, Back Office

- Making reports and analysis on customer complaints- Offering support and feedback for new colleagues, double headphone sessions with them.- Performance analysis for the team members- Maintained continuous communication and transfer of knowledge with numerous departments: Provisioning, Billing & Collection, Back Office- Manage the calls and remain client-friendly, acting proactively and providing high-quality information and advice.- Enter the orders received for area in a precise, correct and timely manner on the ERP System (Clarify /Charisma) and follow up where necessary. - Follow up on newly received e-mails and faxes, sort them according to their level of priority and process urgent communications (both written messages and phone calls).- Support the country-, area-, sales manager or Team leader with administrative support where needed- Worked with Outlook & Lync, Avaya, Charisma, used Citrix platform (Clarify database), CRM- Offered technical support for Audio-Video services (CaTV, DTV STB, DTV CI+) and commercial services such as online account, pay-per-view service, mobile apps (UPC TV).

- Maintained continuous communication and transfer of knowledge with numerous departments: Provisioning, Billing & Collection, Back Office- Managed the calls and remained client-friendly, acting proactively and providing high-quality information and advice.- Enter the orders received for area in a precise, correct and timely manner on the ERP System (Clarify /Charisma) and follow up where necessary. - Follow up on newly received e-mails and faxes, sort them according to their level of priority and process urgent communications (both written messages and phone calls).- Support the country-, area-, sales manager or Team leader with administrative support where needed- Worked with Outlook & Lync, Avaya, Charisma, used Citrix platform (Clarify database), CRM- Offered technical support for Audio-Video services (CaTV, DTV STB, DTV CI+) and comercial services such as online account, pay-per-view service, mobile apps (UPC TV).