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Eddie Vds

@eddievds

Resource Coordinator at Microsoft Global Customer Fulfillment, matching technical consultants to EMEA engagements and ranking among the team's top three KPI performers.

Romania

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At Microsoft Global Customer Fulfillment, I coordinate technical customer engagements across EMEA, matching consultants to customer needs based on expertise, accreditations, language, and availability. I’ve consistently ranked among my team’s top three KPI performers.

At HKR Media, I supported high-value e-commerce accounts, resolving customer issues and creating training materials and process documentation. I also developed automated responses and workflows in Gorgias to reduce manual workload.

At CGS (Computer Generated Solutions), I delivered customer service, resolved complaints, and promoted software solutions tailored to customer needs. I was named Best Performer of the Quarter in 2014 and supported and coached junior team members.

Experience

Work history, roles, and key accomplishments

Current

Resource Coordinator

Current

Microsoft Global Customer Fulfillment (EMEA)

Sep 2024 - Present (2 years 1 month)

Coordinated end-to-end staffing of Microsoft technical customer engagements across EMEA, matching consultants to customer needs based on technical expertise, accreditations, language, and availability. Managed scheduling, stakeholder communication, and resource-related issues while maintaining accurate records and improving processes through standardized templates.

Resource Coordination Consultant Matching Scheduling Stakeholder Management SLA Management Escalation Management Process Improvement Microsoft 365 Microsoft GRM Salesforce

Customer Service Specialist

HKR Media

Nov 2022 - Jul 2024 (1 year 8 months)

Managed customer support for high-value e-commerce accounts, including merchandise stores for luxury fashion designers and music celebrities, ensuring premium service standards and customer satisfaction. Handled support tickets from initial inquiry to resolution, investigating order, delivery, return, and address issues using Shopify and ShipHero.

Customer Support Ecommerce Shopify ShipHero Gorgias Ticketing Systems Process documentation Training Materials Workflow Automation Data Analysis

Customer Support Representative

CGS (Computer Generated Solutions)

Mar 2013 - Dec 2015 (2 years 9 months)

Delivered excellent customer service, resolved complaints efficiently, and promoted software solutions tailored to customer needs. Supported and coached junior team members while balancing customer satisfaction, sales targets, and team coordination in a fast-paced environment.

Customer Service Complaint Resolution Software Sales Upselling Coaching Team Coordination