Alexandra Ionita Irina

As a team lead, my role involves handling complex and time-sensitive requests with a high rate of profitability, while supporting my team with their cases when necessary.

I take on the responsibility of mentoring new hires as their buddy, ensuring they integrate smoothly into the team.

Additionally, I participate in training programs for new employees and organize periodic refreshers on intricate policies and programs.

Collaborating closely with my manager and department director, I contribute to enhancing our knowledge base and updating outdated procedures to improve efficiency (e.g. helped in creating our CQT training for the whole department).

I also perform audit checks and reviews as needed, ensuring our operations meet high standards. Delegating tasks effectively is another important aspect of my role, ensuring that responsibilities are distributed efficiently within the team.

In my role as a DM specialist, I handle complex issues during the renewal process, like adjusting prices, creating detailed quotes, and managing contract changes to support up selling efforts. This includes tasks such as repricing SW/HW, assigning licenses, coordinating contract end dates, merging agreements, and calculating partner pricing.

I take pride in ensuring that all policies, especially those related to repricing and MSL, are meticulously reviewed and followed to maintain compliance and efficiency.

Beyond these responsibilities, I actively participate in internal summits, specialised programs, and implementation projects to stay informed and contribute effectively to our team's goals.

Collaborating closely with Customer Success Managers, Sales teams, Collections, and IT departments is a key part of my day-to-day work. By working together closely, we tackle challenges head-on and find the best solutions to meet our clients' needs and expectations.

I managed large datasets to ensure accurate reporting and analyse complex pricing scenarios to drive profitability.

Collaborating closely with the finance team, I assisted in price setting and validation, providing senior management with timely and precise reports.

My role focused on delivering pricing support to HP's Sales team and fostering strong cross-department relationships within the EMEA region. I analysed margins and pricing to ensure accuracy and profitability in sales quotations, while working to simplify pricing processes and develop competitive proposals.

Focused on market share and revenue goals, I also mentor and train new colleagues, contributing to HP's overall success.

I focused on maintaining strong customer relationships by addressing their internet and home security issues and finding the best resolutions.

I made sure to stay updated on our latest procedures, services, and products to provide clear and understandable solutions.

Resolved technical issues by providing detailed troubleshooting steps

I primarily used tools like Salesforce, WMIS, and Agent Workbench to assist with these tasks.

I handled incoming calls, identified customer needs, and provided effective solutions.

I enjoyed upselling products and services when possible and offering support to new colleagues.

I also had the opportunity to be part of a fraud research group, where we investigated suspected fraud cases.

This role required adapting to unique customer queries and primarily involved using Skyspeed.