Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic
ROXANA COSTACHE

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 States
07.2021

Bachelor of Literature And Linguistics - English And Nordic Languages

University of Bucharest
Bucharest, RO
07.2016

Skills

  • Goal oriented
  • Friendly and helpful
  • Flexibility and adaptability
  • Fast learner
  • Effective time management
  • Customer relations
  • Foreign languages
  • Self-motivation

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
ROXANA COSTACHE