I am a hard working, enthusiastic person, always willing to develop new skills and looking for a chance to highlight my qualities and experience achieved so far. My greatest motivation comes from working in a professional environment, alongside people who share the same passion for the job.
- Leading and developing a team of up to 15 members.
- Conducting weekly coaching sessions and QAs for each team member, ensuring all KPIs are met.
- Designing and implementing career development plans for each team member to ensure maximum operational and personal effectiveness.
- Proactively identifying opportunities of improvement, proposing solutions and feedback in various processes.
- Generating / analyzing various internal reports.
- Attendance management and monthly payroll.
Customer Support - PB Specialist - RIOT
Oct 2018 - Sep 2019 (11 months, 1 day)
- Offering support to players who reach out via tickets or live chat.
- Keeping up to date with various process changes or issues that may occur, offering appropriate resolutions to inquiries.
- Investigating behavioral bans during compromise.
- Objectively analyzing penalties and judging whether they've been rightfully granted.
- Assisting other agents with their own investigations.
Customer Service Representative
Lion Publishing Services
Sep 2016 - Oct 2018 (2 years, 1 month)
- Responding to customer inquiries through email, social media and phone, based on FTC and FDA guidelines
- Tracking customer feedback
- Taking note of recurring issues with the intent of eliminating them, as well as suggesting ways of doing so
- Compiling various reports on a regular basis
- Establishing processes, continuously evaluating them and suggesting methods of improvement
- Training new agents and compiling QA reports
- Assisting other departments in research and reports
Bachelor's Degree in Psychology
Universitatea 'Spiru Haret' din Bucuresti, Romania 2008 - 2011
Cambridge Certificate in advanced linguistic aptitudes in English (CAE)
Human Resources Inspector
DODO International Class
- introduction in recruitment, staff selection and training
- elaboration and management of personnel documents
- preparing payroll and statements regarding state budget contributions
- liaising with public authorities