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Andrei Coatu

@andreicoatu

Knowledge Manager & Quality Assurance professional at Infosys BPM maintaining the Knowledge Base and improving Service Desk quality.

Romania

Message

At Infosys BPM, I own and maintain the Knowledge Base, creating, updating, and archiving content as operational needs evolve. I also conduct quality checks for the 1st level Service Desk team and present findings to Operations.

I define action plans for quality gaps and coach agents based on QA outcomes. Previously, as an IT Analyst at E.ON Dialog S.R.L., I managed employee access in SAP, Powercloud, and Salesforce, while my earlier roles included SAP billing operations, team leadership, and customer and IT support.

Experience

Work history, roles, and key accomplishments

Current

Knowledge Manager & Quality Assurance

Current

Infosys BPM

Jul 2025 - Present (1 year 3 months)

Own and maintain the Knowledge Base across all teams, conduct quality checks for the Service Desk team, and define action plans to address quality gaps.

Knowledge Management Quality Assurance Coaching Reporting Microsoft Office

IT Analyst

E.ON Dialog S.R.L.

Jun 2022 - Jul 2025 (3 years 1 month)

Managed authorizations and access in internal systems for employees in Germany and Romania, ensuring compliant user provisioning and maintaining documentation for audits.

SAP Salesforce Powercloud Active Directory Microsoft Office

Team Leader

E.ON Dialog S.R.L.

Jun 2019 - Jun 2021 (2 years)

Managed SAP billing activities for E.ON Germany customers, oversaw back-office performance and SLA adherence, and trained team members.

SAP Salesforce Team Leadership Training Process Improvement

Back-office Agent

E.ON Dialog S.R.L.

Dec 2018 - Jun 2019 (6 months)

Addressed customer billing and account issues primarily via email, ensuring accurate case handling and customer satisfaction.

Customer Support Billing Email Support

Team Leader

Euroanswer

Oct 2016 - Mar 2018 (1 year 5 months)

Led a 10-agent team across 3 locations, assigned tasks per shift, recruited and trained new hires, and managed escalations and performance reporting.

Team Leadership Training Recruitment performance reporting Escalation Management

Customer Relations Representative

Bridge Integrated Customer Services (BICS)

Oct 2015 - Mar 2016 (5 months)

Supported Lidl.de customers with website issues and order placement via phone and email.

Customer Support Phone Support Email Support

IT Hardware Support Agent

Computer Generated Solutions (CGS)

Mar 2014 - Sep 2015 (1 year 6 months)

Provided hardware diagnostics and support for Toshiba/IBM POS devices to internal engineers and partner stores.

Hardware Support Diagnostics Microsoft Office WinMentor ISO 9001

Customer/Client Service

SC Arvato Services SRL

Nov 2012 - Jan 2014 (1 year 2 months)

Provided customer support via chat, email, and phone for Amazon.de/Amazon.com in German and English, and assisted agents with quality and domain knowledge.

Customer Support Live Chat Email Support Phone Support German English