Multilingual support specialist blending technical problem-solving, customer insight, and sales expertise. Over a decade of hands-on experience in Tier 1/2 service desks, SAP invoicing, and customer-facing support roles, including value-based upselling and retention. Trusted by teams for crisis handling, onboarding new staff, and turning reactive support into proactive service delivery. Calm under pressure, fast with tools, and clear with users.…

Geo-Daniel Popelca

Multilingual support specialist blending technical problem-solving, customer insight, and sales expertise. Over a decade of hands-on experience in Tier 1/2 service desks, SAP invoicing, and customer-facing support roles, including value-based upselling and retention. Trusted by teams for crisis handling, onboarding new staff, and turning reactive support into proactive service delivery. Calm under pressure, fast with tools, and clear with users.…

Available to hire

Multilingual support specialist blending technical problem-solving, customer insight, and sales expertise. Over a decade of hands-on experience in Tier 1/2 service desks, SAP invoicing, and customer-facing support roles, including value-based upselling and retention. Trusted by teams for crisis handling, onboarding new staff, and turning reactive support into proactive service delivery. Calm under pressure, fast with tools, and clear with users.

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Language

German
Advanced
English
Fluent

Work Experience

Customer Support Agent at Arvato Bertelsmann GmbH
April 1, 2014 - March 1, 2019
Started as entry-level support and took on added responsibilities over time. Delivered Tier 1 multi-channel support (phone, email, chat) to consumer clients, maintaining a first-contact resolution rate over 85%.
Technical Support Representative at Stefani Group
April 1, 2019 - July 1, 2020
Evolved from frontline support to a trusted subject-matter resource over five years, taking the lead on SOP development, peer training, and ticket management optimization.
Customer Support Specialist at First Source Solutions
June 1, 2020 - May 1, 2023
Provided technical and customer support, resolved product-related issues, obtained high customer satisfaction, and worked in a fast-paced environment to meet SLAs.
SAP Invoicing & Contract Coordinator at BearingPoint GmbH
May 1, 2023 - August 1, 2024
Shifted into back-office SAP invoicing and contract workflow management, overseeing end-to-end invoicing, validation, renewals, and terminations.
Service Desk Analyst (Independent Contractor) at D-ploy (Schweiz) GmbH
August 1, 2024 - Present
Contract-based Tier 1/2 service desk work with mission-critical responsibilities. Delivered night shifts and weekend support for global clients, maintaining >99% SLA compliance.

Education

at Lucian Blaga University of Sibiu
October 1, 2016 - July 1, 2020

Qualifications

Add your qualifications or awards here.

Industry Experience

Professional Services, Software & Internet, Other