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$9 USD / hour
Flag of ROMANIA
bucuresti, romania
$9 USD / hour
It's currently 10:48 PM here
Joined September 13, 2010
0 Recommendations

Laura C.

@mousy

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$9 USD / hour
Flag of ROMANIA
bucuresti, romania
$9 USD / hour
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Customer Service Team Lead

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.
Freelancer Translators Romania

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Experience

Customer Service Team Lead - RIOT

Telus International
Sep 2019 - Present
- 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

Telus International
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

Education

Bachelor's Degree in Psychology

Universitatea 'Spiru Haret' din Bucuresti, Romania 2008 - 2011
(3 years)

Qualifications

Cambridge Certificate in advanced linguistic aptitudes in English (CAE)

British Council
2005
C1 Advanced

Human Resources Inspector

DODO International Class
2013
- 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

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Certifications

general_orientation.png General Orientation Exam 1 85%

Top Skills

Translation Windows Desktop Data Entry Research Proofreading

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