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Languages:

• Romanian (Native)
• Russian (B2)
• English (B2)

Professional Title:

• Customer Service Specialist & AI Chatbot Operations Manager

Professional Summary:

Customer Service Specialist with extensive experience in international e-commerce, telecom, and retail sectors. Proven ability to enhance customer satisfaction and streamline operations through AI chatbot management (Zowie), automation of customer service workflows, and cross-functional teamwork. Experienced in supporting onboarding and post-training assistance for new hires. Eager to apply these skills in customer service leadership or quality control roles within dynamic and customer-focused organizations.

Professional Experience:

• Picanova / The Customization Group - Remote

  • Customer Service Representative / Informal Deputy Team Lead (Jul 2021 - Apr 2025)
  • Delivered multi-channel customer support across 5 markets (UK, Sweden, Denmark, Finland, Poland).
  • Maintained and optimized the Zowie AI chatbot, with more than 60% of chats handled by the chatbot.
  • Contributed to improving customer satisfaction through proactive feedback analysis (Qualtrics, Trustpilot).
  • Provided onboarding support and continued assistance to new team members after completion of their training.
  • Managed process documentation and workflow improvements using Slack, Freshdesk, Zendesk.
  • Took on interim team leadership tasks to support Team Leader.

• Orange - Moldova

  • Sales Representative, G7 Romania Project (Jun 2020 - May 2021)
  • Led product demonstrations of Huawei devices, increasing sales by 15%.
  • Collaborated with retail teams to execute marketing campaigns and provide technical training.

• Linella - Moldova

  • Accountant (Feb 2020 - Jun 2020)
  • Processed invoices and ensured 100% accuracy of internal financial records using UNA software.
  • Supported month-end closing and reporting procedures.

• Moldcell - Moldova

  • Sales Specialist (Jun 2018 - Dec 2018)
  • Provided exceptional customer support and managed internal documentation with 1C ERP.

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: UNA Accounting, 1C ERP
• Office Tools: Microsoft Office Suite
• Remote Collaboration: Slack, Outlook

Key Strengths:

• Proven ability to collaborate across international teams
• Strong focus on customer satisfaction and continuous improvement
• Known for quickly mastering new technologies and processes
• Recognized for coaching and mentoring colleagues
• Data-driven mindset with strong problem-solving skills
• Ability to thrive under pressure and meet tight deadlines

References available upon request.