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S E N I O R C U S TO M E R S E R V I C E R E P R E S E N TAT I V E

SUMMARY

Senior Customer Service Specialist with 4 years of professional experience in both L1 and L2 support, specializing in post-sales interactions and maintaining high levels of customer satisfaction. During my career, I have handled a wide range of communication channels including email, live chat, and phone support with screen sharing for effective issue resolution. Having hands-on experience with industry-standard platforms such as Zendesk, Jira, and similar platforms used for tracking, managing, and resolving customer issues efficiently. Experienced in navigating various operating systems and work environments, with strong troubleshooting and problem-solving abilities. Proficient in English (full professional), Romanian, Russian, and Ukrainian (intermediate to advanced working proficiency), and worked in various industry domains.

EDUCATION

Universitatea Liberă Internațională din Moldova
Bachelor of Applied Science - BASc, Computer and Information Sciences and Support Services
2018 - 2019

LANGUAGES

• ENGLISH: C1, Full professional proficiency
• ROMANIAN: B2, Advanced working proficiency
• UKRAINIAN: B2, Advanced working proficiency
• RUSSIAN: Native, Full professional proficiency

TOOLS AND TECHNOLOGIES

• Windows
• Linux (Ubuntu / Mint)
• MacOS
• Zendesk (including embedded products)
• Freshdesk
• Help Scout
• Tawk.to
• LiveAgent (including embedded products)
• Trello
• JIRA
• Confluence
• Notion
• Slack
• Zoho (including embedded products)
• Social media platforms
• Mailchimp
• Google Analytics
• Trustpilot

Soft Skills

• Clear communication
• Experience in high-paced environments
• Reliability
• Punctuality
• Fast learner
• Stress resilience
• Conflict resolution skills
• Customer-oriented mindset

EXPERIENCE

EdenFantasys
Customer Support Representative
Chisinau, Moldova
2021 - 2022

• Independently managed all incoming customer inquiries across multiple channels, including phone calls, embedded live chat, social media platforms (Facebook Messenger, Instagram, Telegram), and ticketing system with status tracking in Zoho Desk.
• Handled an average of 20+ customer inquiries daily, maintaining a high level of service quality.
• Utilized Zoho CRM to access customer profiles, track purchase history, update contact records and coordinate with sales and marketing teams.
• Contributed to a significant improvement in customer satisfaction ratings across key platforms — increasing overall satisfaction from ~80% to 96% on RealReviews and Google, and achieving a 100% satisfaction rate on ResellerRatings during my tenure.

AUTODOC
Customer Support Representative (L1 + L2)
Chisinau, Moldova
2022 - 2023

• Managed a workload of over 100 customer inquiries daily, maintaining service levels consistently, predominantly Zendesk and Zendesk chat.
• As part of L2 support, successfully escalated technical issues to Jira, documented bugs with clear reproduction steps, and provided valuable insights to both development and marketing teams; also performed partial manual testing to assist in issue validation and resolution.
• Took part in creating and refinement of user FAQs and internal use scenarios documentation in Notion.

Hot Software
Customer Support Representative
Chisinau, Moldova
2023 - 06/2025

• Managed a workload of 2000 closed chats and email requests monthly, mainly working with LiveChat and Tawk.to.
• Reduced average response time by simultaneous chat handling (5 and more), improving customer satisfaction scores by optimizing support processes.
• Managed risk-related cases, including KYC verification and PEP compliance, while adhering to best practices in data protection and GDPR regulations.
• Developed a general understanding of OWASP best practices through regular exposure to sensitive data and extensive experience in handling and processing personal information securely.