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Skills

• Responsibility
• Adaptability
• Multitasking abilities
• Critical thinking
• Interviewing skills
• Strong Interpersonal Skills
• Planning and Coordination
• Verbal and Written Communication
• Service Level Agreements
• Teamwork and Collaboration
• Problem-Solving
• Documentation and Reporting
• Coaching and Mentoring
• People Management
• Goal setting
• Leading team meetings
• Performance evaluations

Languages

• Russian: Native
• English: C1
• Romanian: Fluent

Work History

Ops Team Leader

Stefanini Group, Chisinau, Moldova
2023-04 - Current

• Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
• Managed conflict resolution among team members, fostering a positive and collaborative work environment.
• Developed team members’ skills through targeted coaching sessions, resulting in improved individual performance.
• Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
• Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
• Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
• Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
• Coordinated resources effectively to meet project deadlines and achieve desired results.
• Established clear communication channels to facilitate timely exchange of information between team members and stakeholders.
• Led cross-functional teams to execute projects on time, within budget, and with high-quality outcomes.
• Organized professional development workshops, contributing to ongoing growth and the expertise of the team.
• Oversaw quality control measures, maintaining high standards for all project outputs.
• Motivated team members to surpass their targets, recognizing and rewarding their achievements.

IT Support Engineer

Stefanini Group, Chisinau, Moldova
2021-06 - 2023-03

• Provided Tier 1 IT support to non-technical internal users through desk side support services.
• Resolved a diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
• Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular, etc.
• Conducted in-depth product and issue resolution research to address customer concerns.
• Used ticketing systems to manage and process support actions and requests.
• Loaded software, granted permissions, and configured hardware for new employees as part of the onboarding process.
• Collaborated with supervisors to escalate and address customer inquiries or technical issues.
• Assisted customers in identifying issues and explained solutions to restore service and functionality.
• Collaborated with colleagues in both domestic and international support facilities.

Sales Account Manager

Unifun International, Chisinau, Moldova
2020-09 - 2021-03

• Contacted regular and prospective customers to explain product features.
• Liaised between accounts and various departments, communicating effectively to maintain customer satisfaction and uphold company protocols.
• Identified key entry points to enhance market penetration and effectively analyzed data to optimize customer satisfaction and increase profitability.
• Oversaw business development and customer service, including cold calling, networking, marketing, lead generation, and customer service.
• Recommended brand products to customers, highlighted benefits, and redirected objections.
• Monitored customer buying trends, market conditions, and competitor actions to adjust strategies and achieve sales goals.
• Contacted hundreds of new and existing customers daily to discuss new products and services.
• Negotiated prices, terms of sale, and service agreements.
• Maintained high standards of customer service by answering pricing and availability questions accurately.
• Worked diligently to resolve unique and recurring complaints, promoting loyalty and enhancing operations.

Casino LG Supervisor & Pit Boss

Pasha Global Group, Kampala, Uganda
2011-11 - 2018-03

• Interacted with guests to promote a positive atmosphere by greeting with a friendly tone and wishing good luck.
• Oversaw area games to maintain security and compliance.
• Trained employees in procedures, compliance standards, and strategies for accomplishing objectives.
• Monitored chips purchases, table inventories, and player win ratios.
• Watched closely to catch errors and notified surveillance of irregularities.
• Met coverage demands by moving dealers around and reorganizing strategies based on current needs.
• Watched gamblers on the floor to isolate cheaters by identifying behaviors such as counting or marking cards.
• Identified issues, analyzed information, and provided solutions to problems.
• Developed and implemented performance improvement strategies and plans to promote continuous improvement.
• Boosted customer loyalty by offering consistent gaming standards and closely controlling dealers.

Education

• ITIL 4 Foundation: Certified Professional
  PeopleCert, 2025-02
• Licentiate in Communication: Science of Communication
  State University of Moldova.