Radu Alexe Email and Phone Number

• Support the IT Technicians in reaching the highest standard of customer service.
• Supporting the team members in case of problems or escalation, being the first point of referral for escalated queries or problems with the infrastructure, network or systems, intervening in stressful situations.
• Ensuring internal communication within the team, holding team meetings, keeping team up-to-date with changes that affect them, getting feed-back and following up actions as required.
• Ensuring planning, schedules, breaks, code of conduct, etc are respected by team members and reacting immediately and taking corrective actions where necessary;
• Assisting and advising the real-time analyst on floor management to achieve objectives and maintain productivity (SLA)
• Develops and update workflows;
• Gathers data related to customer contact and interactions and use this data to prepare reports and analyses of which processes are working and which can be improved;
• Trains new hires in their departments and/or organizes training programs for newcomers together with the trainer. Work closely with new team members to instruct them on company policies and best practices for resolving customer queries (through various channels like calls, e-mails, contact forms, chats etc);
• Conducts periodic reviews and evaluations of team members to achieve the target KPIs.
• Monitors employee performance and notes strengths but also areas for improvement, using an employee evaluation form. Agrees together with the employee monthly improvement actions;
• Identifies solutions to the customer’s query or escalates the query to another department that can provide more assistance ensuring the communication towards the customer but also that the issue is resolved. Managing escalations requires significant customer service skills and diplomacy to ensure that the customer is satisfied.

- Actively evaluated and developed team members through constructive feedback and coaching.- Accurately generated reports for the management team.- Proactively analyzed survey data and reports, offering customer oriented solutions to technology enhancements.- Performing regular call and ticket audits, according to Takeaway Best Business Practices and specific project requirements;- Ensuring an objective evaluation of these calls and tickets, based on the project’s specific knowledge and processes, company and client expectations, providing scoring guidelines and calibration sessions;- Providing feedback to agents and their manager (Team Leader) in regards to the above mentioned audits, the overall score, positive aspects and areas of failure; provide regular reports on quality KPIs (call and ticket monitoring, QC ratio - mistaken escalations, complaints, CSAT score, etc);- Analyzing patterns and trends of call and ticket audits, for the entire team and on individual basis, to identify improvement needs; speaking up with these improvement ideas and following up through to implementation;- Analyzing Quality Concerns, complaints and compliments, Customer Satisfaction surveys, First Level Efficiency results for identifying areas of failure, runs root cause analysis and implements fixes as needed;- Designing individual (together with the agent’s manager) or team improvement plans based on all above items, as part of the Quality Issue process; when needed, deliver coaching sessions targeted to improve the agents knowledge, soft-skills, process awareness);- Submitting ideas on improving existing processes, improving the team’s knowledge and performance;- Actively participating in client meetings that cover quality topics (monitoring results, QC or FLE performance, complaints, CSAT survey);- Contributing to a team environment by actively sharing knowledge, expertise and best practices across the quality horizontal.

Worked on organizing the team that took care of social media marketing when parliamentary elections took place.