Cristiana Palmeș

The Honeywell Productivity Products division I am part of offers technical support for scanning, mobility and printing equipment used in a wide range of environments like small corner shops, plants and warehouses, government facilities, big retailers etc.

The products operate on systems as old as MS-DOS based proprietary OS, Windows CE5.0 and CE6.0 or as new as Windows 10 and Android 13.

Key responsibilities:

• Tending to high complexity Partner, VIP or end customer requests(via Portal or phone); troubleshooting and reproducing the issue and providing a solution or workaround in the shortest of time and at the highest quality standards
• Working in close collaboration with other stakeholders(Solution Architects, Sales, Offering etc.) to facilitate the closing of new deals or to maintain existing deals with our most important partners and VIP customers
• Achieved highest rates on main KPIs: Productivity : 860 tickets (2023), 700 tickets (2022) – highest in the team; CSAT : 100%(2023), 98%(2022), ASAT : 100%(2023), 98%(2022); Reduced escalation rates and improved timeliness on solution delivery; Increased survey return rate.
• Involvement in NPI projects, testing new software releases and new products, documenting bugs and malfunctions and providing feedback to the Tier 3/Engineering team
• Continuous improvement of the public Knowledge Base(KCS) by enhancing and creating new technical articles;
• Leader of the YouTube Project for EMEA, an initiative that improved the Customer Experience by creating video reproductions of our most common and important procedures for all LOBs
• Developed technical training materials for the Tier 1 and Tier 2 team
• Training, mentoring and coaching the Tier 1 team on areas like technical skills, troubleshooting skills, customer communication skills
• Classroom or online training sessions for Stakeholders and Platinum Partners; Honeywell Representative at industry fairs or internally across functions

Key responsibilities:

• Offering support and solutions via phone, direct e-mail or portal for customers from all regions and dedicated resource for Spain and EMEA
• Reduced downtime for clients by providing prompt and efficient Tier 1 support for software and hardware-related issues.
• Enhancing the Article Knowledge Base for a better internal and external Customer Experience
• Delivering product presentations for the internal stakeholders(Sales, Presales, Order Management, Customer Care and RMA)
• Producing training materials and delivering training sessions for the new joiners and other team members
• Extra initiatives: Funnywell Team founding member – a team dedicated to improving the workplace experience for the Bucharest site team members by involving them into engaging office or team building activities

As Human Resources Analyst I performed specific administrative activities and also customer service tasks for Unilever Spain.

Key responsibilities

• Collaboration with with HR Directors, HR Business Partners and Line Managers for constant process improvement and legislation adherence
• Deliver support for the customer's employees via e-mail and phone under tight deadlines and high SLAs
• Create specific HR documentation(contracts, contract extensions, letters, exit documents, certificates)
• Create and update operational documents (e-mail templates, job guidelines for improving and simplifying the team's workflow, updating procedures)
• Train and coach new joiners