Responsabilități:

Developed the AI agent's knowledge base and conversational flows
from scratch.
• Created and maintained technical documentation and data
mappings.
• Performed QA testing, troubleshooting, and process improvements.
• Collaborated in a startup setting to integrate AI into business
workflows.

Responsabilități:

Chatbot development and maintenance.
• Created and updated end-to-end user flows based on project/intent
requirements.
• Connected the bot platform to API, mapped JSON data, and built
flows based on processed responses.
• Analyzed and debugged issues; performed QA/manual testing.
• Participated in projects related to unassisted customer interactions
via bot & other self-care channels.
• Wrote and updated specifications using Word, Visio, Excel,
PowerPoint.
• Prepared statistical reports and analyzed platform/SQL data to
deliver metrics.
• Led initial AI/GPT integration tests: defined use cases, wrote
context, analyzed results, and made adjustments for better
performance.
• Supported platform migration: analyzed flows, updated specs,
and defined changes.
• Reviewed old vs. new requirements to decide project adjustments.
• Assisted QA with test validation and fix tracking.

Responsabilități:

Managed the activity of the Online Customer Support team.
• Supervised daily operations across chat, email, social media, and
call center.
• Updated and improved work procedures.
• Collaborated with other teams to implement new processes and
phase out outdated ones.

Responsabilități:

Multichannel customer support (chat, email, social media) and social media
moderation.
• Real-time issue resolution, customer profile updates, and feedback
analysis.
• Conducted pre-release usability testing for app updates.

Responsabilități:

Provided phone consultations on procedures, products, and offers.
• Remotely guided customers to resolve technical issues.
• Diagnosed and resolved technical problems, escalating tickets when
necessary.
• Offered technical and commercial information about company
services with recommendations.
• Updated client profiles according to requirements and internal
policy.
• Contributed to developing work procedures and launching new
services.