Norbert Untch
Date of birth: 06/11/1996
Skype: norbert.untch
Gender Male
(+40) 746610142
noruntch@gmail.com
Aleea Fratii Buzesti Nr.3, 550367, Sibiu, Romania
WORK EXPERIENCE
01/05/2016 – 15/01/2018 – Sibiu, Romania
TECHNICAL SUPPORT REPRESENTATIVE – COMPUTER GENERATED SOLUTIONS
Help users fix their technical issues. Working in a back-office regime made it easy to handle 10s or even 100s of tickets
per day.
15/01/2018 – 01/02/2020 – Sibiu, Romania
CUSTOMER SUPPORT REPRESENTATIVE – CONECTYS
Provide our users with help or details for any kind of issue or question they might have, while remaining empathetic,
supportive, and customer-oriented.
Giving my best to come up with new ideas that can be implemented in our project.
Asking for permission to do other tasks too - gave me the possibility to expand my perspective and creativity.
01/02/2020 – CURRENT – Sibiu, Romania
QUALITY ANALYST – CONECTYS
Providing support and help improve the CSR's, mainly for the markets in my span of control but also on a project level.
Creating action plans and workshops to improve CSRs quality.
Providing feedback to CSR's every time it was needed.
Creating materials that help CSR's to better understand what the user sees.
Improving reporting files, the main app used was excel. This also helped me improved and develop new skills.
Slowly taking over daily and weekly report updates + their maintenance whenever needed.
Implementing ideas that improved the quality of the service we offered and the quality of life for our CSRs.
Suggesting improvements that were more oriented to the operations department.
Voluntarily taking over initial training for new hires when it was needed.
I was part of the digitalization and automation team in order to make our work as efficient as possible.
EDUCATION AND TRAINING
15/09/2010 – 15/09/2014 – Medias, Romania
HIGH SCHOOL – Stephan Ludwig Roth
LANGUAGE SKILLS
Mother tongue(s): GERMAN
ROMANIAN
Other language(s):
UNDERSTANDING
ENGLISH
SPEAKING
WRITING
Listening
Reading
Spoken production
Spoken interaction
C2
C2
C1
C1
Levels: A1 and A2: Basic user; B1 and B2: Independent user; C1 and C2: Proficient user
C1
JOB-RELATED SKILLS
Job-related skills
- Experience with Zendesk platform
- Strategic thinking
- Creativity
- Flexibility
- Empathy
- Perspective
- Respect
- Confidence
- Strong working relationships and collaboration skills
- Ability to explain technical concepts to users
- Written and verbal communication skills
- Patience in stressful situations
- The ability to turn information into action
- Time management
- Open mindedness
- The ability to take care of those in my charge
DIGITAL SKILLS
Microsoft Word
Microsoft Powerpoint
Outlook
Power BI, Power Query
Microsoft Share
Microsoft Excel
Microsoft Power Automate
Adobe (Adobe Photoshop, Adobe Illustrator, Adobe Lightroom, Adobe InDesign,
Point
Adobe Premiere)