Radu Alexandru
Negru
Global Real Time Analyst
I have experience working in a contact center
and providing solutions for different issues,
WORK EXPERIENCE
Global Real Time Analyst
10/2021-Present
Telus International
Achievements/Tasks
Bucharest, Romania
andu.negru@gmail.com
+40734953230
SKILLS
Strong analytical skills, problem solving
ability and troubleshooting capacities.
Organized with the ability to quickly
and effectively adapt to change.
Attention to detail and high level of
accuracy.
Ability to prioritize workload, meet
deadlines and perform multiple tasks
with attention to detail.
EDUCATION
Mathemathics & Informatics
Traian Vuia High School
Bucharest, Romania
04/2015 - 05/2019
Monitoring and managing Real Time adherence, daily
attendence, and program break schedules to achieve client's
needs.
Mediating with client the call volume patterns in Real Time to
optimize work shifts, breaks and lunches.
Processing schedule change tickets and requests based on
shrinkage & availability.
Create daily/weekly/monthly reports and undertake intraday
reporting & other MI operations.
Maintain and track accurate records of PTO accruals, attendance,
and time off usage via Workforce Management system.
Send out hourly performance updates including interval and
intraday SVLs, % to forecast, ASA, and callouts
Working with numbers, data analysis and reporting.
Support Ambassador R1
03/2021-10/2021t
Telus International
Achievements/Tasks
Managed high call volume with tact and professionalism.
Accurately documented, researched and resolved customer
service issues.
Defused volatile customer situations calmly and courteously.
Referred unresolved customer grievances to designated
departments for further investigation.
Acted professionally and patiently when addressing negative
customer feedback.
WORK EXPERIENCE
Quality Verification Game Tester
Electronic Arts Romania
Achievements/Tasks
Completing daily tasks.
Submitting specific game issues.
Check for typos, spelling mistakes and grammar.
Strong attention to detail and patience for repetitive work.