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Languages:

• Romanian (Native)
• Russian (B2 - Upper Intermediate)
• English (B2 - Upper Intermediate)

Professional Summary:

Customer Support Specialist with over 3 years of experience in international e-commerce, telecom, and retail. Proven ability to lead customer service operations, automate workflows, and manage AI chatbot systems. Adept at onboarding new hires, handling multi-channel communication, and improving customer satisfaction through data-driven insights. Fast learner and detail-oriented team player.

Work Experience:

• Customer Service Representative (Informal Deputy Team Lead)

  • Picanova / The Customization Group - Remote
  • Jul 2021 - Apr 2025
  • Delivered multi-channel support for UK, Sweden, Denmark, Finland, and Poland markets
  • Managed customer feedback via Qualtrics and Trustpilot; implemented improvements based on insights
  • Maintained and trained the Zowie AI chatbot; created automation flows and managed the knowledge base
  • Collaborated with teams using Slack, Freshdesk, Zendesk, and Outlook
  • Supported onboarding and training of new team members; took on temporary team lead duties as needed

• Sales Representative - G7 Romania Project

  • Orange - Moldova (On-site)
  • Jun 2020 - May 2021
  • Promoted Huawei smartphones through in-store live demos
  • Utilized internal tools for sales tracking and performance analysis
  • Supported retail staff with product training and marketing campaigns

• Accountant

  • Linella - Moldova (On-site)
  • Feb 2020 - Jun 2020
  • Processed invoices and managed financial records using UNA accounting software
  • Supported internal operations to ensure accurate financial reporting

• Sales Specialist

  • Moldcell - Moldova (On-site)
  • Jun 2018 - Dec 2018
  • Delivered in-person sales support and exceeded performance KPIs
  • Used 1C ERP system for documentation and internal sales management
  • Provided high-quality service and product guidance to customers

Education:

• LT Mihai Eminescu, Straseni - Moldova
• High School Diploma, 2018

Technical Skills:

• Customer Service & Communication: Slack, Zendesk, Freshdesk, Outlook
• CRM & Automation: Zowie (AI chatbot), Qualtrics, Trustpilot
• Accounting & ERP Systems: UNA (Accounting), 1C ERP (Sales), Internal Tools (Orange)
• Office Tools: Microsoft Office Suite

Soft Skills:

• Customer-focused
• Detail-oriented
• Strong team collaborator
• Fast learner
• Responsible under pressure.