Andreea Roxana F.

I am a Support Operations Specialist with 3+ years of experience managing high-volume workflows and coordinating support operations in a Microsoft 365 technical support environment. My experience includes supporting daily operations involving 400+ Support Engineers across multiple language teams, managing 200+ case assignments daily and coordinating 100+ SME collaboration requests. My areas of expertise include: - Queue Management & Case Allocation - Support Operations & Workflow Coordination - Microsoft Dynamics 365 & CRM Reporting - Case Monitoring & SLA Management - Quality Monitoring & Process Compliance - Workload Distribution & Operational Reporting - Team Coordination, Coaching & Feedback I have also provided Deputy Team Lead coverage, supporting daily operations, guiding Support Engineers, conducting 1:1 feedback sessions and helping maintain operational continuity. I am comfortable working with high volumes of information, managing competing priorities and coordinating with multiple teams in international environments. Tools: Microsoft Dynamics 365, Microsoft 365, Excel, Outlook, Teams and Word. Languages: Romanian (Native), English (C2), Italian (B2). I am interested in long-term projects involving support operations, queue management, CRM administration, case coordination and operational support.