Cristina Crisan

Solve customer problems that involve support from a third party; Ensure floor support for less experienced colleagues; Review open and closed cases to ensure compliance with internal procedures; Gather additional information to identify the most urgent problems of the clients and offer suggestions to improve the support given to them; Participate in the improvement of quantitative and qualitative parameters of the Customer Support Service.

Monitor and coach/ mentor agents on a daily, weekly, and monthly basis for quality improvement; Maintain quality reports at agent and team Level; Assist in developing and streamlining Quality procedures Provide written/ verbal feedback [QoS & QM] to agents; Perform Quality of Service Analysis on agent and team Level; Know & understand operational KPIs; Contribute to the alignment with Team Managers and quality team to develop agent and team specific action and development plans (ADP).

Customer Support Representative for Microsoft customers - German; Respond to incoming customer calls/emails; Provide information / solutions / advice to clients regarding the company's services and products; Promote the company's products and services through knowledge, attitude, Information; Document the operations performed in the company's database , according to the internal procedures. Help customer in the purchase process.