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Detail-oriented QA and Customer Care Specialist with 2+ years of experience in data management and performance improvement. Proven ability to evaluate support interactions, ensure procedural compliance, and coach agents through structured feedback and recurring performance reviews. Data-driven, reliable under pressure, and focused on maintaining accuracy and enhancing overall service quality.

WORK EXPERIENCE

9/1 Teilor street, Kishinev

EDUCATION

BACHELOR IN INFORMATION TECHNOLOGY
Slavonic University
2016 - 2020

QA Specialist - Customer Care
Jan 2025 - Currently
Hot Software
In my current role, I am responsible for evaluating the quality of customer support chat interactions. I review chats for response accuracy, clarity, speed, and compliance with internal procedures. I assess whether agents understand the user's request, provide correct solutions, and follow the required standards. I deliver timely written feedback to agents and conduct monthly one-to-one meetings to discuss performance and areas for improvement. I also collect, track, and analyze key KPIs to identify patterns, improve processes, and support overall team performance.

SKILLS

• Attention to detail
• Ability to multitask
• English upper intermediate
• Proficient in Microsoft Office (Excel, Word)
• Ability to handle repetitive tasks efficiently
• Performance feedback & coaching

Data Support and CRM Specialist
May 2023 - Dec 2024
FITNESS MAMA
Analyzed and resolved issues with data inconsistencies, user access, and incorrect orders in the CRM system, maintaining data reliability and accuracy. Regularly generated and updated reports tracking key metrics such as user engagement, sales, and registrations. Ensured all data in reports was accurate and up to date. Assisted with course content import and configuration, ensuring structured data organization.

QUALITY CONTROL AGENT
Jan 2022 - Feb 2023
KIVORK
Handled datasets and conducted data reviews to identify discrepancies. Conducted thorough quality checks on issued airline tickets, ensuring accuracy in fare calculations and booking details. Managed reconfiguration of tickets, ensuring compliance with airline policies. Generated detailed reports analyzing fines, bonuses, and employee performance.