ROXANA COSTACHE
Summary
Reliable and enthusiastic individual with 5+ years background in tech, sales and nutrition. Skilled at working with customers across multiple platforms and resolving product and service issues. Highly organized, self-motivated, and proficient in multiple languages.
Overview
7
7
years of professional experience
Work History
Risk Investigation Specialist
TikTok
Dublin
2022.06 - Current
- Identifying emerging risks and working with cross-functional partners, while conducting general data entry tasks and becoming an expert on policies and procedures
- Assisting in training and supporting new joiners, while reviewing and auditing sensitive issues and socio-political topics escalated by vendors
- Collaborating with Ads Ops, Policy Team, and Sales Team to provide guidance in relation to internal advertising policies and ensure tools are being utilized as per standard procedure
- Spotting opportunities and proactively initiating conversations to improve processes, protocols, and policies at scale
- Consistently achieving and exceeding the KPIs, while also being on top of bi-monthly OKRs, reviewing over 175 ads daily with an 85% utilization
Communications Manager
Designit by Wipro
Dublin
2021.05 - 2021.09
- Azure Livesite on-call rota with direct responsibility for communications and customer advocacy during any Azure cloud outage, worldwide
- Worked with engineering and incident management teams to drive outage bridges, identify impact scope and publish internal and external communications for the full life cycle of incidents
- Monitored trends through proactive listening on social media and internal channels to help identify undetected service impact
- Provided first-level holistic support to customers with technical and general inquiries regarding Microsoft Azure via @AzureSupport Twitter handle
Developer Operations Support Specialist
Facebook via Morgan McKinley
Dublin
2019.10 - 2020.08
- Point of contact and high-level support for developers using Facebook APIs
- Interacted with 30+ developers a day to assist them through the Facebook login app review process
- Build product insights from developer experience/sentiments and work with cross- functional partners to enhance user experience
- Drive to exceed daily performance metrics related to key performance indicators
- Strengthened technical communication skills through regular interactions with developers
Technical Analyst
Xerox Europe LTD
Dublin
2018.07 - 2019.10
- Provided daily operational support to a team of 17 members (covering resource planning, monitoring and feedback) and acted as Team Lead with full rights in the absence of the designated team lead
- Created support documentation that empowered and enabled Tech Support Specialists to extend skills, leverage system features and find resolutions to questions without intervention from higher up
- In charge of training and success growth of Tech Specialists (new products roll out, refreshers, technical workshops)
- Performance management: call monitoring, coaching, performance development, 1:1's, mentoring
- Escalations and support management
- Led a variety of new projects and analyzed data to identify opportunities for improvement
Technical Support Specialist
Xerox Europe LTD
Dublin
2017.10 - 2018.07
- Diagnosed and troubleshooted the customer's issues with printers hardware and software processing problems and applied solutions to increase company efficiency
- Managed call flow and responded to technical support needs of customers via email, portals or video calls
- Followed up with clients to ensure optimal customer satisfaction
- Explained technical information in clear terms to non-technical individuals to promote self-sufficiency and quicker resolution time
- Continuous improvement of key metrics month over month, leading to two promotions inside the company
Billing Customer Service Representative
Arvato
2016.09 - 2017.10
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions
- Learned, referenced and applied product knowledge information
- Daily overachieving inside sales goals and monthly quotas
- Boosted sales revenue by skillfully promoting diverse software options
Education
Post-secondary Education - Foods, Nutrition, And Wellness Studies
Nutritional Therapy Association
United States07.2021
Bachelor of Literature And Linguistics - English And Nordic Languages
University of Bucharest
Bucharest, RO07.2016
Skills
- Goal oriented
- Friendly and helpful
- Flexibility and adaptability
- Fast learner
- Effective time management
- Customer relations
- Foreign languages
- Self-motivation
Languages
Romanian
Native language
Spanish
Proficient
C2
Swedish
Proficient
C2
Spanish
Advanced
C1
Timeline
Risk Investigation Specialist
TikTok
2022.06 - Current
Communications Manager
Designit by Wipro
2021.05 - 2021.09
Developer Operations Support Specialist
Facebook via Morgan McKinley
2019.10 - 2020.08
Technical Analyst
Xerox Europe LTD
2018.07 - 2019.10
Technical Support Specialist
Xerox Europe LTD
2017.10 - 2018.07
Billing Customer Service Representative
Arvato
2016.09 - 2017.10
Post-secondary Education - Foods, Nutrition, And Wellness Studies
Nutritional Therapy Association
Bachelor of Literature And Linguistics - English And Nordic Languages
University of Bucharest
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