Alexandru Matcaș
Chișinău, Igor Vieru 3
Summary
Customer Support Specialist with a proven track record in client relationship management, retention, and problem resolution. Skilled in handling escalations, streamlining service workflows, and fostering long-term customer loyalty. Passionate about delivering personalized, high-quality support that drives business success.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Senior Client Support Specialist
Safeguard Global
Chișinău
02.2025 - Current
- Facilitating resolutions for escalated client issues, ensuring swift and satisfactory outcomes.
- Leading training sessions and mentorship programs for new team members to accelerate onboarding.
- Overseeing internal projects from initiation to completion, driving efficiency and process improvements.
- Continuously monitoring and analyzing client status and satisfaction metrics to proactively address concerns.
- Collaborating cross-functionally with various departments to enhance service delivery and client retention.
- Implementing the best practices and innovative solutions to optimize customer support operations.
- Assisting in the development of support documentation and knowledge base articles to improve service consistency.
GEO Operations Consultant (Client Support Specialist)
Safeguard Global
Chișinău
10.2022 - 02.2025
- Managing client communications regarding monthly payroll changes and payouts, ensuring transparency and accuracy.
- Serving as the primary point of contact for clients requiring assistance with Employer of Record (EOR) services.
- Providing prompt and efficient support by addressing client inquiries via email and phone with a strong focus on customer satisfaction.
- Ensuring payroll processes remain on schedule by diligently following the payroll calendar and mitigating potential delays.
- Maintaining organized and detailed records of client interactions, inquiries, and resolutions to optimize support efficiency.
- Leveraging industry-leading platforms such as Salesforce, Zendesk, and Domo to streamline information processing across departments.
- Resolving client queries effectively while adhering to internal Service Level Agreements (SLAs) and ensuring high service standards.
- Managing B2B and B2C communications, fostering strong business relationships across multiple client segments.
- Coordinating with local teams to ensure legal and financial information is up-to-date and accurately reflected in client records.
Guide - Sommelier
Purcari Wineries PLC
Chișinău
03.2020 - 06.2022
- Designed and executed wine tastings to attract customers, boost revenue, and promote special offers.
- Represented establishment professionally with guests and earned consistent repeat and referral business.
- Set up wine tastings to bring in business and promote special offers.
- Trained service staff on wines, spirits and cocktails to maximize revenue.
- Inventoried bar supplies regularly to quickly identify supply shortages.
- Built personal relationships with guests to promote positive experiences.
- Answered questions, pointed out important features, and offered further details about special exhibits to educate visitors.
- Entertained tour guests with various props and signs for maximum engagement, fun, and lasting memories.
- Worked closely with management staff of Chateau Purcari to create new and lucrative tours.
- Researched information on the winery to provide accurate, detailed tours.
- Worked flexible hours, night, weekend, and holiday shifts.
Education
Project Manager Course - Project Management
Google
10.2024
Diploma of Higher Education - Political Science and International Relations
USEM Universitatea de Studii Europene din Moldova
06.2022
Lyceum -
IPLTPA "Mihail Berezovschi"
06.2019
Skills
- MS Office Knowledge (Excel, Word, PPT)
- Zendesk
- Salesforce
- Amazon QuickSight
- Critical Thinking
- Strong Management Skills
- Project Management Skills
- Dynamic Personality
- Warm and Friendly
- Complex Problem-Solving
- Social Perceptiveness
- Stress Resistant
- Fast Learning Ability
- Customer relations
- Complaint handling
Certification
Google Project Management Certificate
Hobbies and Interests
Passionate about building strong client relationships and effective communication. I enjoy exploring behavioral psychology to understand customer engagement and satisfaction strategies. Dedicated to maintaining an active lifestyle, balancing physical fitness with mental well-being.
Languages
- Romanian
- English
- Russian
Timeline
Senior Client Support Specialist
Safeguard Global
02.2025 - Current
GEO Operations Consultant (Client Support Specialist)
Safeguard Global
10.2022 - 02.2025
Guide - Sommelier
Purcari Wineries PLC
03.2020 - 06.2022
Diploma of Higher Education - Political Science and International Relations
USEM Universitatea de Studii Europene din Moldova
Lyceum -
IPLTPA "Mihail Berezovschi"
Project Manager Course - Project Management
Google