ANA-MARIA A-ANEI

• Workload allocation and prioritization within the team so that the department meets client contractual agreements.
• Participated in new hire recruitment process and technical interviews
• Attended client project calls or launch meetings to make sure that our department needs are presented
• Worked closely with my team members on their development and needs, having monthly 1 to 1s on their performance and next steps in their career
• Worked together with Helpdesk management on improvement methods, fixes or updating processes and procedures
• Managed schedules, accepted time off requests and organized team members during holiday periods

• Provide Helpdesk Services via phone and email for Darwin clients and their employees;
• Incidents coordination and complaints escalations;
• Provide client knowledge sharing and assistance for team members
• Maintain good communication between the clients and the Helpdesk Team;

• Provide Helpdesk Services via phone and email for Darwin clients and their employees
• Take ownership of queries and ensure that they completed correctly and within the agreed timeframe
• Incidents escalations
• Contact and collaboration with other stakeholders and internal departments to reach an optimal resolution

Research / Data Entry / Quality-checks&Audit / Maintenance / QA / Training