CV Barna Szocs

Curriculum Vitae PERSONAL INFORMATION

Barna Ernő SZŐCS

Barna Ernő SZŐCS Strada Viitorului Nr. 85, sector 2, Bucuresti +40723 540 546 barna.erno.szocs@gmail.com

Sex M | Date of birth 22/02/1984 | Nationality Romanian

PERSONAL STATEMENT

Multilingual IT & Customer Service Specialist (German, Hungarian, English & Romanian) with over 10 years of experience in a wide range of business areas, including IT services, tech support, sales and customer care. Familiar with major service tools, difficult customers approaches, possess strong negotiation skills and a positive attitude.

Aiming to work in an environment where I can use my experience, grow and fully reach my potential.

WORK EXPERIENCE 07.2018 – 09.2020

IT Project & Processes Manager Allianz Technology SE Munchen Acting as Team Leader for the IT Service Department: Managing the team, task assignment and monitoring through the Ticketing Tool, planning and controlling team operations to ensure all SLAs are met; Managing the end to end customer relation at Management level; Ordering and tracking delivery units and providers to deliver contracted Services within agreed SLAs; Quality control and improvement; Acting as main escalation point for the Romanian team operations; Collecting data about team`s progress on the ongoing processes and produce reports; Supervising end to end decommission process for Servers; Ensuring that services are charged correctly and in time; Creating the necessary documentation for the handled processes; Service ordering and consultancy for the customers as per the agreements in place; Ensuring all relevant IT Service operations are carried on successfully (for example: server builds, server decommissioning, memory extensions, phone and computer replacements etc).

02.2018 – 07.2018

Technical Support Engineer e-Value / Telekom (Coca - Cola Hellenic Project) Working with Coca Cola employees to identify technical problems and suitable solutions; Logging and keeping records of employee queries; Analyzing call logs to spot common trends and underlying problems; Updating self-help documents for Coca Cola employees ; Escalating major issues to next level support; Testing and fixing faulty equipment.

12. 2017 – 02. 2018

Cloud Support Engineer Microsoft - Wipro Technologies (within Microsoft project) My role was to offer assistance, support and provide training to Microsoft customers and users on all technical and non-technical issues related to: client server infrastructure, messaging technology, Exchange, Active Directory, Outlook and the Office package, Windows Server, DNS, Skype, Sharepoint and One Drive.

Attended Microsoft 365 training delivered by Microsoft.

11.2015 - 09.2017

Senior Technical Support Engineer

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Curriculum Vitae

Replace with First name(s) Surname(s)

Cyberghost VPN SA / https://www.cyberghostvpn.com ▪ Bilingual solving of general, product specific and technical customer questions (German & English); ▪ Calming angry callers & repairing trust, locating resources for problem resolution and designing best-option solutions within the agreed time frames; ▪ Accurate documentation and queries handling (via ticketing system, phone, chat, teamviewer), closely following standard processes and procedures; ▪ Handling escalations; ▪ Performing complex root-cause analysis to identify main customer service issues; ▪ Identifying sales & upgrading opportunities among existing customers and acting as second sales force for increasing company`s revenue; ▪ Coaching and mentoring less experienced support analysts; documenting knowledge and solutions for use across the organization; ▪ Acting as liaison between all departments (Technical dpt., Marketing, Sales) and interface of the company with their customers.

Key Accomplishments: ▪ Managed a high-volume workload within a deadline-driven environment. Resolved an average of 110 inquiries in any given week day and consistently met performance benchmarks in all areas (speed, accuracy, volume).

Considered to be the top performer of the team; ▪ Became the lead “go-to” person for new reps and particularly challenging queries as one of the team’s primary trainers of new and established employees.

▪ Helped company attain the highest customer service ratings (as determined by internal reports) -- earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness.

▪ Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations.

09.2014 - 11.2015

Commercial Customer Support Senior Rep. SCHNEIDER ELECTRIC ROMANIA SRL, Bucharest / http://www.schneider-electric.ro/ Acting as an entry point of contact and providing support to all Austrian customers: Log Interaction, Identification of Customer and New Customers Set-up.

First call resolution for the majority of customer queries, ensuring complex cases are properly escalated to and followed up by the correct point of contact within the company. Queries include and are not limited to the following: ▪ Pre sales – Price and availability queries, managing catalogue references, order entries, quotations, opportunity identification, e-commerce, knowledge management; Close Collaboration with Marketing Team on new product launches-Ongoing proactive research and learning about new products, technologies and applications; ▪ Post sales – order management issues (enter, change, manage requests related to orders in cooperation with country representatives), invoice queries, deliveries, product return (RMA); Complete documentation and follow up on all commitments and customer details- Actively create/modify CRM and knowledge databases ▪ Follow up on Leads generated from marketing activities; ▪ Customer Satisfaction improvement by providing a high quality professional support to customers;

03.2013 - 06.2014

Sales representative WNS Romania / http://www.wns.com/about-wns/global-presence/romania Sales representative for airport telecommunication services, software and hardware equipment (SITA) ▪ Responsible for generating and closing new business; ▪ Upsell and cross sell relevant SITA solutions; ▪ Pro-actively reach out to prospects and uncover potential sales opportunities; ▪ Follow up enquiries via SITA.aero, email and phone; ▪ Achieve targets by selling, upselling and cross-selling identified products using outbound calling, consultative and influencing selling techniques to create positive results; ▪ When necessary, work closely with direct sales representatives & other SITA customer facing individuals to acquire new opportunities; ▪ Make cold calls to generate new business opportunities and progress those into sales; ▪ Turn cold calls into warm calls via solid pre-call research and other social selling sales techniques; ▪ Act as the single point of commercial contact, providing timely responses to customer queries; Regularly engage with customers as per define KPIs.

12.2011 - 03.2013

IT Helpdesk Stefanini ADC Bucharest (Romania) / http://www.stefanini.ro/ Providing support to Avid's costumers:

Sales & Support Rep.

06.2011 - 11.2011

BungalowNet / https://www.bungalow.net/en/ 02.2010–04.2011

Sales Manager © European Union, 2002-2015 | europass.cedefop.europa.eu

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Barna Ernő SZŐCS

Curriculum Vitae Thermomaster, Targu Mures (Romania) ▪ Responsible for generating and closing new business; ▪ Upsell and cross sell company`s services; 10/10/2004–10/02/2010 Sales Manager SER Energotehnic, Targu Mures (Romania) ▪ Responsible for generating and closing new business; ▪ Upsell and cross sell company`s services

Mother tongue(s)

Hungarian & Romanian

Other language(s)

UNDERSTANDING

SPEAKING

WRITING

Listening

Reading

Spoken interaction

Spoken production

German

C2

C2

C2

C2

C2

English

C1

C1

C1

C1

C1

C1

C2

C2

C2

B2

Deutsches Sprachdiplom

Hungarian Levels: A1/A2: Basic user - B1/B2: Independent user - C1/C2 Proficient user Common European Framework of Reference for Languages

Communication skills

Organisational / managerial skills

Attentive listener & patient Concise in written & verbal communication Great ability to deal with difficult customers Negotiation skills ▪ Equally valuable as team player and individual contributor.

▪ Very competitive ▪ Leadership skills acquired as Sales Manager (coordinated teams up to 50 people)

Digital competence

SELF-ASSESSMENT

Information processing

Communication

Content creation

Safety

Problem solving

PROFICIENT USER

PROFICIENT USER

PROFICIENT USER

PROFICIENT USER

PROFICIENT USER

Levels: Basic user - Independent user - Proficient user Digital competences - Self-assessment grid

▪ I have been trained to work on different apps and with various tools such as SAP, Sales Force, Kayako, ZenDesk, AVID, etc EDUCATION AND TRAINING

2015 -2018

Spiru Haret University (Bucharest), Faculty of Journalism and Communication

2000–2004

National College Al. Papiu-Ilarian, Targu Mures

Driving licence B (2002)

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