Summary
Overview
Work History
Education
Skills
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Certification
Languages
Accomplishments
Timeline
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Carmen Venete

Bucharest,Romania

Summary

Experienced professional with a strong foundation in technical support, specialising in Oracle Database, SQL Server, Linux, Windows OS, and networking. Demonstrates expertise in SaaS products, Oracle Cloud Architecture, and Oracle Cloud Infrastructure. Recognised for strong leadership and team collaboration skills, with a metrics-driven and detail-oriented approach to achieving objectives. Proven ability to adapt to evolving project requirements while maintaining a commitment to continuous improvement and professional development.

Overview

11
11
years of professional experience
5
5
years of post-secondary education
1
1
Certification

Work History

Customer Service Manager

Oracle
Bucharest, Romania
10.2021 - 03.2025
  • Supervise and motivate the customer service team to achieve high performance
  • Conduct regular training sessions to develop staff skills and product knowledge
  • Establish performance metrics and evaluate team performance against these goals
  • Handle escalated customer inquiries and complaints with professionalism and efficiency
  • Develop strategies to improve customer interactions, ensuring a positive experience
  • Create and refine customer service policies and procedures to enhance operational efficiency
  • Ensure adherence to company standards and compliance with relevant regulations
  • Analyse customer feedback and service-related data to identify trends and areas for improvement
  • Prepare regular reports on customer service metrics and present findings to upper management
  • Collaborate with product teams to provide insights on customer preferences and experiences
  • Implement loyalty programs and initiatives for customer support agents
  • Monitor calls, tickets, review customers feedback, conduct regular audits for compliance
  • Conduct thorough screening of new hires

Product Trainer

Oracle
Bucharest, Romania
01.2019 - 09.2021
  • Plan, develop, and deliver product training, webinars, and workshops for customer support agents
  • Prepare training materials, develop instructional content, determine methodology and coordinate the integration of new products
  • Track, report, and evaluate the effectiveness of training solutions and make changes to programs based on feedback
  • Evaluate the knowledge of class participants to determine training needs and effectiveness meet on regular basis with support management team to provide feedback on the trainees and revise new training programs
  • Cooperate closely with interdisciplinary departments such as support management, quality assurance, knowledge support team, product release readiness

Technical Support Engineer

Oracle
Bucharest, Romania
05.2016 - 01.2019
  • Answering support calls for Point of Sales (Simphony, 9700, RES 3700) in a timely manner
  • Triage incidents with a view to applying known fixes
  • Provide solution to customer or pass case to relevant resolution group
  • Manage escalations in accordance with company procedures and service Levels
  • Provide guidance and assistance to new hires
  • Assist with defining and documenting knowledge base articles
  • Deliver Simphony Product Training for new hires

Help Desk Support Technician

Stefanini Brasil
Bucharest, Romania
08.2014 - 05.2016
  • Answering incoming calls and log all customer questions and issues accurately and efficiently into ticketing system
  • Troubleshoot hardware, software and network related issues
  • Escalate problems to the next level of support when necessary
  • Deliver country specific product training for new hire

Education

Master Degree - Environmental Economics

Valahia University Targoviste
10.2012 - 07.2014

Bachelor Degree - Geography & Tourism

Valahia University Targoviste
09.2008 - 07.2011

Skills

  • Solid knowledge and experience with Software Development Life Cycle
  • Technical Support Skills - Oracle Database, SQL Server, Linux, Windows OS, Networking
  • Experience and knowledge of SaaS Products, Oracle Cloud Architecture, Oracle Cloud Infrastructure
  • Strong leadership and team collaboration skills
  • Metrics-driven and detail-oriented
  • Proven ability to adapt to changing project requirements and priorities
  • Proven commitment to continuous improvement and professional development

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Certification

ITIL Foundation V4

Oracle Database 12C R2: Introduction to SQL Live Training

Project Management Foundations: Small Projects Course

Languages

English
Advanced (C1)
Spanish
Intermediate (B1)

Accomplishments

    Oracle Pinnacle Award Individual 2022 Oracle Pinnacle Award Individual 2022

    Issued by Oracle Food & Beverage Management · Sep 2022

    Oracle SPOT Award 2019Oracle SPOT Award 2019

    Issued by Oracle Food & Beverage Management · Sep 2019

    Stefanini Travelport Reward 2015Stefanini Travelport Reward 2015

    Issued by Stefanini Management · Oct 2015

Timeline

Customer Service Manager

Oracle
10.2021 - 03.2025

Product Trainer

Oracle
01.2019 - 09.2021

Technical Support Engineer

Oracle
05.2016 - 01.2019

Help Desk Support Technician

Stefanini Brasil
08.2014 - 05.2016

Master Degree - Environmental Economics

Valahia University Targoviste
10.2012 - 07.2014

Bachelor Degree - Geography & Tourism

Valahia University Targoviste
09.2008 - 07.2011

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