Vlad Sapintan

• First point of escalation for matters concerning supplies; • First point of contact for technical service partners in high priority cases; • Attending regular meetings with technical service partners; • Developing and maintaining a solid business network in order to ensure a successful collaboration; • Regularly reporting to Senior Management; • Performing daily operational tasks at the highest possible level of quality;

• Order and fault acceptance via agreed business communication channels • Sales support for analysis and research • Tracking deliveries • Monitoring of service level agreements • Management and inventory of consumables

• Drive development of internal business intelligence applications to influence decision making • Product Owner for the internal Customer Satisfaction platform • Set up, deploy and monitor periodic internal survey campaigns • Compile budget proposal documentation for developing improvements • Report on customer satisfaction results • Research means of improving customer experience • Create business content and facilitate communication campaigns

• Producing and analyzing KPI reports • Analyzing quality assurance reports and implementing improvement plans • Working with each team member on their career path • Cover development areas at team and individual level • Maintain the relationship with customer representatives • Responsible for complaint management • Interview candidates and provide feedback • Schedule team shifts depending on business trends • Maintain a healthy business relationship with technical team leaders

• First point of contact for IT queries via multiple channels • Monitor customer infrastructure alerts • Log and classify each incident or request using IT Service Management tools • Provide 1st level technical support • Escalate to senior support teams • Keep customers updated based on Service Level Agreements

• Documentation Methodology, Editing Techniques, Machine Assisted Translation; English & Italian: • Modern Languages for Specific Objectives & Cultural Studies • Translation - Linguistic Mediation • Consecutive/Simultaneous Interpreting • Commercial Correspondence & Global Simulation