CV de la 04.02.2026
Customer Service, Customer Service team lead, Customer Service Manager
Negociabil
Informații de bază
Nume, Prenume:
*disponibil în Premium de la 3 luni și VIP
Data nașterii:
02 Septembrie 1987 (39 ani)
Experiență:
7 ani 6 luni
Program de lucru:
Full-time
Oraș:
Chișinău
Număr de contact:
*disponibil în Premium de la 3 luni și VIP
E-mail:
*disponibil în Premium de la 3 luni și VIP
Rețele sociale:
*disponibil în Premium de la 3 luni și VIP
Domeniul de activitate
Relații clienți / Call centre
Vânzări
Despre mine
Customer Service Manager with over 10 years of experience in
customer support, eCommerce operations and 4+ years leading service teams. Proven ability
to drive performance, resolve complex issues, and improve customer
satisfaction in high-volume, dynamic environments. Skilled in
agent coaching, performance monitoring (KPIs), and cross-functional
collaboration with eCommerce and operations. Strong communicator
with a hands-on leadership style and a passion for customer
excellence.
Experiență (7 ani 6 luni)
Crunchyroll
(Chișinău)
Noiembrie 2017 -
Mai 2025
(7 ani 6 luni)
Customer Service Agent, Customer Service Lead, Customer Service Manager
Responsabilități:
Customer Service Agent:Provided multi-channel support (email, chat) and resolved
day-to-day inquiries.
• Maintained high CSAT and response efficiency in a high-volume
environment.
• Followed internal procedures and contributed to knowledge base
updates
Handled escalated and sensitive customer cases.
• Mentored junior agents and provided on-the-job training and
feedback.
• Acted as a key liaison between frontline agents and team
leadership.
Customer Service Lead:
Supervised a team of customer service agents; monitored
real-time performance.
• Resolved complex or escalated customer cases with urgency and
professionalism.
• Designed and delivered training sessions to improve product
knowledge and customer handling.
• Held 1-on-1 coaching sessions to support growth and close
performance gaps
Customer Service Manager:
Led a customer service department handling high-volume
inquiries via email, chat, and social media.
• Oversaw team performance: monitored KPIs, ensured SLAs,
conducted weekly team reviews.
• Collaborated daily with the eCommerce department on logistics,
stock, returns, and disputes.
• Managed reporting: generated performance dashboards for senior
leadership.
• Supported cross-team initiatives: return management,
chargebacks, PayPal/Sezzle disputes.
• Delivered weekly KPI updates to leadership and eCommerce
teams.
Studii (Superioare)
09.2020 - 05.2021
Law, Universitatea Cooperatist-Comercială din Moldova, Chisinau
Facultatea, specialitatea: Drept
Oraș: Chișinău
09.2006 - 05.2009
Alecu Russo State University, Balti
Facultatea, specialitatea: Drept
Oraș: Bălți
Limbi străine
Româna — Nativ
Rusa — Expert
Engleza — Expert
Abilități cheie
Customer Experience
Management
Team Leadership & Coaching
Performance Metrics & KPIs Conflict Resolution
Escalation Handling
Process Optimization
eCommerce Support
eCommerce Ops
CRM & Ticketing Systems
Microsoft Office Suite
Ability to Work Under.
Permis de conducere
Categorie — B
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