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- 1. Vanina Lorena Boghita Address: 17 Conway Gardens, Wembley, HA9 8TR Telephone: 0790 067 1235 e-mail: Vanina.Boghita@yahoo.com D.O.B: 16/02/1986 Nationality: Romanian Enthusiastic, friendly and reliable individual who strives to achieve her potential. Adaptable, committed and organized, experienced in Customer Service and IT Help Desk. Good technical skills, soft skills and communication skills with advanced English, French, Italian and Romanian languages. A quick learner, fully dedicated to any project tasked with, and functions well both as part of a team and individually. Achievements ▪ ITIL V3 Foundation ▪ COMPTIA A+ Certification ▪ D.A.L.F. C1 – French Certificate Work Experience Nov 2015 – present. Service Desk Coordinator RFA UK • Responsible for ensuring a high level of organisation, future planning and logistical communication is provided to our client’s client base across the EMEA regions while providing escalation and over flow for the US regions as required. • Ensure first Contact resolution is aimed for on a daily basis and to ensure that the office is of a suitable standard and position for clients to visit at any time. • Develop and maintain a relationship with assigned Client base; Enhance Client satisfaction through regular non-technical relationship building contact to ensure direct logistical contact. • Provide transparent awareness of service levels and business status across support to the business through the month company briefings (UK) and through the use of highlight reports to the MD and the office dashboards. • Assist in maintaining sufficient staffing levels at all times across the Teams to deliver exceptional operational support delivery. Feb 2015 – Nov 2015. Web Support Technician InterCall Europe, UK • Deliver a high level of customer service to both internal and external customers meeting required SLA’s and KPI’s • Respond efficiently and effectively to all inbound customer communication via any media • Provide education to clients on InterCall product portfolio or refer to appropriate department • Report to and assist management in targeting ‘at risk’ client accounts in order to remain the supplier of choice; • Take full ownership of customer issues and see them through to resolution • Pro-actively channel client feedback to the appropriate departments within InterCall to help affect change and increase customer satisfaction Jul 2013 – Jan 2015. Client Tech Support Quality Coach Specialist Dell International Services • Evaluating and developing team members’ performance through remote and side by side call quality monitoring and giving constructive feedback
- 2. • Performing regular ticket and call quality audits • Generating periodic reports for the management team • Ensuring procedures are followed in accordance with Dell quality standards and work instructions • Delivering Customer Handling Skills and Soft Skills trainings • Assisting the new agents on the service desk to get prepared for operational stage May 2011 – Jul 2013. IT Client Technical Support Sr. Associate Dell International Services • Analysis of hardware and software inquiries for all customers in the project and guidance in solving specific technical problems • Responding to requests for technical assistance via phone, e-mail or internal chat system • Diagnose and resolve technical hardware and software issues • Research questions using available information resources • Log all help desk interactions and administer help desk software • Track and route problems and requests and document resolutions • Prepare activity reports for the management team Sep 2010 – May 2011. Credit and Collection Analyst (contract). Hewlett – Packard Romania • Closely monitor the aging of payment receivables and ensure that receivables are monetized • Maintain the coordination with the Accounts Receivables to update the corporate accounts receivables journal entries reflecting payments credited to sales receivables • Always monitor the payments aging so has to provide clients with invoice reminders as the due date of payments fall due Sep 2009 – Sep 2010. IT Helpdesk Analyst. Genpact Romania • Analysis of hardware and software inquiries for all customers in the project • Guidance in solving specific technical problems • Responding to requests for technical assistance via phone, e-mail or internal chat system • Diagnose and resolve technical hardware and software issues • Research questions using available information resources • Log all help desk interactions and administer help desk software Jun 2008 – Jul 2009. Call Centre Operator. XL WORLD Romania • Obtaining client information by utilising telephony, interviewing clients, verifying information • Determining eligibility by comparing client information to requirements • Informing clients by explaining procedures, answering questions, providing information • Maintaining communication equipment by reporting problems • Maintaining and improving quality results by adhering to standards and guidelines, recommending improved procedures • Updating job knowledge by studying new product descriptions and participating in educational opportunities • Accomplishing sales and organization mission by completing related results as needed Education June 2005 High school - "Miron Costin" Iasi Humanistic profile June 2009 University - "Alexandru Ioan Cuza" Iasi Literature, French and English
- 3. July 2012 Master - University "Dimitrie Cantemir" – Bucharest Management of International Relations References Brite Recruitment Attn: HR Manager – Rhia Leitch Email: rhia@britrecruitment.com 35 Kingsland Rd, London, E2 8AA Dell Services Attn: Service Desk Manager – Andrei Bana Email: andrei_bana@dell.com