Valentin Ciurea Email & Phone Number

Bucharest, Romania

Playing a key role in ensuring uninterrupted service and systems functionality for a multi-billion-dollar industry platform and other critical applications utilized by Oracle to serve its customers. My responsibilities encompass facilitating incident resolution by fostering seamless collaboration among various incident management teams, stakeholders, and operational/support units. Active contributor to the development of executive communications sent to Oracle's top management and customer support organizations during significant events, offering invaluable insights. Participant in troubleshooting bridge calls geared towards expeditiously addressing and resolving incidents, benefiting the organization as a whole. Additionally, I have consistently managed planned and unplanned outages of critical systems, applications, and services utilized by GCS Delivery, while also ensuring smooth operations between Oracle customers and support engineers. My collaboration with the BCP Core team and various Resolving Organizations has been instrumental in ensuring prompt outage resolution and effective communication to GCS, reflecting a commitment to operational excellence.

Highly skilled in providing customer-dedicated service and incident management support, by providing comprehensive assistance across various communication channels, including email, chat, phone, and Oracle ticketing system. I've been instrumental in the resolution of assigned Service Requests related to user administration, support entitlement, and navigation, primarily on Oracle portals like My Oracle Support, Cloud Support, and eDelivery. My language proficiency extends to facilitating world-wide support in both English and Italian, with an additional proficiency in French.I have been performing specialized incident and escalation management, aiming to optimize Service Requests’ workflow and accelerate response and resolution times, acting as a primary escalation point for urgent issues and ensuring customers receive appropriate attention and support from Oracle resolver groups.Proficient in enabling and expediting the resolution of functionality and performance issues by tracking customer accounts and engaging troubleshooting teams. Capable of understanding customer concerns and following up on open incidents, ensuring progress with engineering teams, and maintaining clear communication with customers and Account Managers.

București, România

• Overseeing the accurate and timely generation, distribution, and reconciliation ofcustomer invoices, ensuring all billing data is correct and compliant with companypolicies.• Handling complex billing disputes or inquiries, working closely with customers andinternal teams to investigate and resolve issues efficiently.• Managing the processing of customer payments, including handling refunds,adjustments, and ensuring accurate application of credits or discounts.• Performing regular reconciliations of customer accounts, identifying discrepanciesand taking corrective actions to maintain accurate financial records.• Ensuring all billing processes adhere to legal and regulatory requirements,preparing for and participating in internal and external audits.• Providing training and support to other billing team members, sharing expertiseand best practices to enhance team performance.• Analysing billing procedures, identifying inefficiencies, and implementingimprovements to optimising accuracy, speed, and customer satisfaction.

București, România

Subject Matter Expert/Supervisor---------------------------------------• Supervising a team of customer support agents, providing guidance, mentorship,and performance feedback to ensure high-quality service delivery.• Training new hires and providing ongoing coaching to the team, ensuring they areup-to-date on product knowledge, support procedures, and best practices.• Acting as the go-to expert for resolving complex customer issues, handlingescalations that require deeper product knowledge or specialised expertise.• Monitoring and assessing the quality of customer interactions, implementingimprovements and ensuring adherence to service standards and company policies.• Analysing support processes, identifying areas for improvement, and implementstrategies to enhance efficiency, customer satisfaction, and team productivity.Technical Support Advisor---------------------------------• Delivering service and support to end-users using and operating automated calldistribution phone software, via remote connection.• Interacting with customers to provide and process information in response toinquiries, concerns, and requests about products and services.• Diagnosing and resolving technical hardware and software issues involvinginternet connectivity, email clients,IPTV, VOIP and more.• Identifying and escalating priority issues per Client specifications.• Staying current with system information, changes and updates.• Offering alternative solutions where appropriate with the objective of retainingcustomers’ and clients’ business; Have the knowledge, skills, and abilities requiredof certificates to perform given responsibilities and tasks as related to the scope ofpractice. • Contributing core content and supplying source materials, reference items, andsupplemental resources used to validate answers to written items in the exams.• Meeting all agreed-upon turnaround times for deliverables and deliverable reviews.

Erasmus, English/Italian Theoretical And Applied Studies

Master'S Degree In Theoretical And Applied Linguistics, English Language And Literature

Bachelor'S Degree, English Language And Literature/ Italian Language And Literature