ALEXANDRU BURSUC
92 Meadow Park, Churchtown, Dublin 14,Ireland
Summary
Experienced professional with a strong background in technology-related roles. Proficient in software development, system administration, and technical support. Skilled in problem-solving and optimizing performance. Capable of managing projects and collaborating effectively with teams. Committed to continuous learning and staying current with industry trends to contribute to organizational success.
Overview
14
14
years of professional experience
Work History
Core ops EMEA
TikTok Ireland
05.2022 - 09.2024
- Risk Investigation: Core Operations is part of the merged teams between Risk Investigation and Ads Moderation. The team is responsible for creating scalable and reliable solutions for TikTok Advertisers and businesses to interact in a trustworthy manner always working to anticipate and protect against threats. I handled both areas with focus more on Risk Investigation.
- Working in a high paced environment, keeping up to date with regular policy updates and workflows while utilizing various tools and SOP's appropriately.
- Reviewing Video content to identify and classify according to TikTok Ads policies and standard operating procedures with accuracy and efficiency.
- Independently working on multiple queues at the same time while keeping up effective communication across team members and translation requests.
- Due to the complexity of some tasks, I also supported other teams such as CCR and Labelling projects.
- Providing shadowing sessions for team members who are getting trained on new projects such as Search ads, providing help and support with relevant tools and information.
- Working in KPI target driven environment and achieving business key metrics in quality and volume.
- Ad Moderation: Part of Core Operations working closely with sales team and SME's to review online advertisements and ensure it complies with company and industry standards.
- Supporting and communicating with cross sales teams on a ticket based system to review content and products/service to adhere with relative policies and ensuring timely follow-up and resolutions.
- Aligning together with SME's on labels applied on reviewed content.
- Actioning SPAM tickets with large data sets.
- Conducting general data entry tasks in Excel/Fieshu docs and documenting important and sensitive information.
Customer Service Representative
The AA Ireland
05.2019 - 05.2022
- Dealing with high levels of inbound calls speaking directly with customers and working in a fast paced environment.
- Managing clear targets such as call quality and compliance while resolving a client's query from billing issues, making permanent and temporary changes on a policy and requesting documents.
- Keeping good communication in a regularised environment with robust internal procedures to follow and make sure the conversation is brought where both parties are satisfied.
- Working on CRM's and issuing important confidential documents and sensitive policy information, while following processes and ensuring follow up and accurate management.
- Upselling of other services with a sales discipline based on commission.
- Handling high amount of emails with other departments and underwriters.
- Trained on multiple products such as AA membership, car and home insurance.
- Being part of a close team working together to meet targets.
Technical support representative
Concentrix
08.2018 - 05.2019
- Provide technical assistance and support for incoming queries and issues related to telecommunication and network issues.
- Solving over 75% of the issues on call.
- Answer basic questions about network performance, billing and landline problems.
- Help customers to change their billing plan, or upgrade their package-upsell.
- Achieve the quality standards and targets.
- Track and document information and customers' queries.
- Handle complaints, following major issues until resolved, if needed arrange a call back.
- Contribute to overall team performance, assistance of other team members.
- Problem solving with other team members.
Bartender/Bar back
House Dublin
01.2016 - 07.2018
Senior bar back
The Church Dublin
01.2011 - 01.2015
Education
Industrial and Environmental Physics - Physics
T.U D.
01.2018
Leaving Certificate -
St Vincent's Secondary School
01.2011
Skills
- Full English and Romanian language proficiency
- Excellent interpersonal and communication skills
- Policy compliance
- Customer service
- Process documentation
- KPI management
- Data entry
- Analytical and critical thinking
Languages
Romanian, English
First Language
Timeline
Core ops EMEA
TikTok Ireland
05.2022 - 09.2024
Customer Service Representative
The AA Ireland
05.2019 - 05.2022
Technical support representative
Concentrix
08.2018 - 05.2019
Bartender/Bar back
House Dublin
01.2016 - 07.2018
Senior bar back
The Church Dublin
01.2011 - 01.2015
Industrial and Environmental Physics - Physics
T.U D.
Leaving Certificate -
St Vincent's Secondary School