Alina T

📍Lead a team of 15 technical support specialists: set targets, monitor performance against KPIs and continuous training.
📍Own escalation management for complex technical incidents, driving them to resolution with field, installation and back-office teams.
📍Produce the operational reporting layer in Microsoft Excel - daily trackers, evolution graphs and pivot analyses - used by coordinators and man

📍Monitored and resolved trouble tickets based on strict priority levels, proactively contacting subscribers to optimize installation lead times and customer satisfaction
📍Documented troubleshooting procedures and standardized resolution steps for recurring issues.
📍Acted as liaison between customers and technical departments and prepared regular activity reports.
📍Operated Ticketing, OSS, RDSDB an

📍Delivered technical, commercial and financial support to residential and business customers.
📍Diagnosed service issues and advised on suitable offers, platform access and points of presence.
📍Partnered with Back Office to close customer inquiries using Ticketing, RDSDB and Mediatel.
📍Applied structured troubleshooting, product knowledge and empathy to resolve cases at first contact.

📍Conducted structured interviews in line with project methodology and quality standards.
📍Collected, validated and presented data to clients, and gathered and actioned customer feedback.

📍Managed inbound calls, information requests and call routing, and prepared documents and forms.
📍Organized meetings, travel, schedules and office supplies, and prepared materials for workshops and conferences.
📍Handled sensitive information with full confidentiality.

Nov 2025

Apr 2019