Catalina SFAT
Muret
Summary
With over 10 years of experience in customer support, technical troubleshooting, and team management, I have a strong background in delivering exceptional service in both B2B and B2C environments. Throughout my career, I have worked across various industries, including SaaS, IT support, and telecommunications, where I developed a deep understanding of customer needs and successfully managed technical escalations. My expertise includes leading teams, analyzing and optimizing workflows, implementing product solutions, and creating effective training and documentation. I am passionate about helping users maximize the value of products and services and thrive in fast-paced, evolving environments where I can contribute to both team success and customer satisfaction.
Overview
11
11
years of professional experience
Work History
Support Technician and Trainer
IMAJING SAS
12.2019 - Current
- Provide technical support and troubleshooting for customers
- Supervision and Coordination of Anomaly Fixes
- Train new employees and customers on products and services
- Create and maintain user documentation and procedures
Scheduler
SPIE ICS Sud-Ouest
06.2019 - 09.2019
- Plan and schedule technical interventions
- Identify opportunities to streamline scheduling processes, enhancing overall efficiency and reducing potential delays in interventions
- Coordinate teams to ensure customer satisfaction
IT Support Technician
SPIE ICS Sud-Ouest
02.2019 - 06.2019
- Analyze and resolve technical issues for internal users
- Provide first-level support for technical problems
- Developed comprehensive internal documentation and procedures for clarity and easier troubleshooting
Customer Relations Team Manager
DCS Fast Link
12.2015 - 06.2016
- Supervise and manage a customer support team
- Ensure smooth communication of business incidents and monitor corrective actions
- Conducted needs analysis, implemented solutions, improved efficiency
Technical User Representative
DCS Fast Link
05.2015 - 11.2015
- Provide technical assistance to users
- Diagnose and troubleshoot technical issues
- Delivered product training and supported onboarding
Technical Support Team Manager
Vodafone Shared Services UK
03.2015 - 04.2015
- Manage the support team and oversee ticket resolution
- Ensure timely follow-up on technical issues
- Regularly track and analyze key performance indicators (KPIs) such as customer satisfaction scores, first contact resolution rates, and average handling times
Technical User Assistant
Vodafone Shared Services UK
08.2014 - 03.2015
- Provide first-level technical support to users
- Maintain technical documentation
English Teacher for Kindergarten
MC Education, Art&Fun
01.2014 - 06.2014
- Taught English to young children in a kindergarten setting
Education
Master's Degree - Culture and Language of European Organizations
University of Bucharest
07.2014
Bachelor's Degree - Applied Modern Languages
University of Bucharest
07.2013
Skills
- Analysis and Troubleshooting of Technical Issues
- Communication Regarding Business Incidents
- Needs Analysis & Product Implementation
- Monitoring and Planning of Anomaly Corrections
- Team Management & Mentoring
- Collaboration & Process Improvement
- Writing Procedures & Documentation
- Training on Products/Services
Personal Information
Driving License: B
Hobbies
- Learning culinary techniques
- Cultural travel
Languages
English
Bilingual or Proficient (C2)
French
Bilingual or Proficient (C2)
Romanian
Bilingual or Proficient (C2)
Spanish
Beginner (A1)
Timeline
Support Technician and Trainer
IMAJING SAS
12.2019 - Current
Scheduler
SPIE ICS Sud-Ouest
06.2019 - 09.2019
IT Support Technician
SPIE ICS Sud-Ouest
02.2019 - 06.2019
Customer Relations Team Manager
DCS Fast Link
12.2015 - 06.2016
Technical User Representative
DCS Fast Link
05.2015 - 11.2015
Technical Support Team Manager
Vodafone Shared Services UK
03.2015 - 04.2015
Technical User Assistant
Vodafone Shared Services UK
08.2014 - 03.2015
English Teacher for Kindergarten
MC Education, Art&Fun
01.2014 - 06.2014
Bachelor's Degree - Applied Modern Languages
University of Bucharest
Master's Degree - Culture and Language of European Organizations
University of Bucharest
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