Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Simona Sandruc

Simona Sandruc

Iasi

Summary

Dedicated and results-oriented professional with a proven track record as a Team Manager for a Technical Service Desk 24/7. Adept at proactively managing team performance to exceed SLA targets, implementing strategic action plans, and resolving technical challenges.

My commitment to the job is reflected in my approach, showing tolerance, respect, open-mindedness, passion, and understanding. I bring dedication to delivering high-quality service and thrive in a dynamic, fast-paced environment. Proven ability to build and lead successful teams while driving continuous improvement in service delivery.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Team Manager

Capgemini
03.2023 - Current
  • Enhanced team productivity by implementing efficient task delegation and time management strategies
  • Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans
  • Streamlined communication channels for increased efficiency in project execution and decision-making processes
  • Developed a high-performing team by recruiting top talent, providing ongoing training, and fostering a positive work environment
  • Provided expert support to the Front Line team in resolving service and delivery issues, ensuring a seamless and efficient workflow.
  • Served as the primary escalation point for technical job-related queries, demonstrating a deep understanding of complex technical issues and providing effective resolutions
  • Tracked problem trends and implemented corrective action plans, significantly reducing recurrent issues and enhancing overall service reliability
  • Conducted daily management of Front Line resources, optimizing team efficiency and ensuring adequate coverage for a 24/7 technical service desk
  • Produced and delivered detailed daily, weekly, and monthly reports, offering valuable insights into team performance, key metrics, and areas for improvement
  • Fostered strong relationships with clients through timely issue resolution and proactive status updates on project milestones

Incident Manager

Capgemini
02.2022 - 03.2023
  • Responsible for communicating directly with the client and management
  • Ensure timely provision of daily, weekly and monthly reports in accordance with the client's and management's requests
  • Enhanced incident response times by streamlining communication channels and implementing efficient escalation procedures
  • Reduced system downtime by proactively monitoring network performance and addressing potential issues before they escalated
  • Supervising agents' responsibilities, monitoring the workload of Tier 1
  • Monitor the life-cycle of the incidents/ request tickets in order to detect and prevent process failures and SLAs & KPIs failures
  • Use hierarchical escalation in order to prevent possible service failures
  • Coordination, planning, escalation, communication, and resourcing during Major Incidents

Customer Service Advisor

Capgemini
02.2021 - 01.2022
  • Ensured SLAs delivery as per targets or aiming to exceed SLA targets
  • Undertaking initial diagnostics of the incident, using the tools available and resolving as many as possible on initial contact with the client
  • Accurately recording and classifying all incoming incidents with the appropriate priority, category and incident summary details or error messages
  • Handling inbound and outbound calls and as well e‑mails from employees, vendors, customers and approved third parties
  • Operate in a team as well as the ability to own and manage discreet pieces of work

ESL Teacher

iTutorGroup
09.2016 - 01.2021
  • Completely dedicating my best self to the job by showing tolerance, respect, open-mindedness, passion and understanding
  • Excellent communication, relationship-building and organizational skills
  • Crafted effective learning plans to address students' weaknesses and strengths

Education

English Literature

"Alexandru Ioan Cuza" University
2018

Bilingual (English) -

"Dimitrie Cantemir" Highschool
2016

Skills

  • Communication
  • Mentoring
  • Firm and diplomatic
  • Calm under pressure
  • Product expertise
  • Decision making and problem solving
  • Team building
  • Client relationship and SLA management
  • Continuous improvement
  • Adaptability

Certification

ITIL V4 Certified in IT Service Management - ITIL v4 Foundation

Foundations of Project Management - Coursera

Advanced TEFL Certificate - Linguistic Competence in English Language Certificate

Timeline

Team Manager

Capgemini
03.2023 - Current

Incident Manager

Capgemini
02.2022 - 03.2023

Customer Service Advisor

Capgemini
02.2021 - 01.2022

ESL Teacher

iTutorGroup
09.2016 - 01.2021

English Literature

"Alexandru Ioan Cuza" University

Bilingual (English) -

"Dimitrie Cantemir" Highschool

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Simona Sandruc