Catalin-Ioan Barcan

Team Leader at Teleperformance

Skills & Qualifications

Tech stack

Salesforce, Gnatta, Loop
Zendesk, Microsoft Tools, HTML, CSS

Work History

🤘 Team Leader | Teleperformance

July 2022 - Present

As a Team Lead:

  • I trained and coached staff
  • Handled escalations
  • Facilitated meetings
  • Approved leaves and transactions
  • Handled payroll information and rosters
  • Attended briengs and management training
  • Organized engagement activities
  • Monitored the quality of my team's work
💪 Quality Analyst | Teleperformance

April 2022 - July 2022

As a Quality Assurance specialist:

  • Developed call monitoring practices
  • Monitored calls, chats, and emails
  • Reported data and trends to management
  • Tracked individual and team progress
  • Participated in client and consumer listening initiatives
  • Managed and organized call sessions and provided feedback to the team.
👨🏾‍💻 Customer Care Representative | Teleperformance

April 2021 - April 2022

As a Customer Service Representative, I managed a large volume of incoming calls, chats, and emails. I identied and assessed customers' needs, provided accurate and complete information, and met personal and team targets.

  • Handled customer complaints
  • Kept records of interactions
  • Processed accounts, and filed documents
  • Followed established procedures, guidelines, and policies, and even trained new hires
👨🏾‍💻 Customer Care Representative | Telus International

October 2020 - April 2021

As a Customer Service Representative for the MoneyGram project, I have learned that empathy, professionalism, and patience are key for success in this role.

  • Translation for clients and providing support on the floor
  • Kept records of interactions
  • Processed accounts, and filed documents
  • I was recognized as a top performer and focused on improving myself.
👮🏻‍♂️ Armed Officer | Bundeswehr

January 2016 - September 2020