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Summary

Customer Service Quality Specialist with 5+ years of experience in customer support and quality monitoring. Proven track record in onboarding, coaching, and process optimization to enhance service performance and customer satisfaction. Known for high accuracy, strong problem-solving abilities, and a collaborative approach across teams.

Skills

• Problem Solving
• Coaching & Mentorship
• Customer Satisfaction
• Quality Assurance
• Data Analysis
• Process Improvement
• Communication
• Time Management
• Multilingual Support
• Freshdesk
• Klaus
• Microsoft Office
• Slack

Languages

• Romanian (Native)
• English (Fluent)
• Russian (Fluent)
• Spanish (Basic)

Experience

The Customization Group – Chisinau

Senior Customer Service Quality Specialist
Jan 2024 – Present

• Led onboarding and technical training for 40+ new hires.
• Developed training manuals and organized materials.
• Provided hands-on coaching and resolved workflow issues.
• Managed quality checks and data analysis using Klaus and Freshdesk.

Customer Service Quality Specialist
Feb 2022 – Jan 2024

• Mentored new agents and monitored performance.
• Investigated root causes of customer issues; coordinated with departments for resolution.
• Organized feedback and improvement sessions to enhance agent performance and customer experience.

Customer Support Representative
Aug 2019 – Sep 2022

• Delivered customer support in English, and Spanish via email, chat, and phone (just ENG).
• Resolved up to 22 queries per hour while maintaining high satisfaction levels.
• Assisted with onboarding and reputation management tasks (REPU, Qualtrics).

Education

Institutul de Relatii Internationale din Moldova, Chisinau
Bachelor’s Degree in Modern and Classical Languages
2016 – 2019.