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Professional Summary

Customer Service and Operations professional with over 7 years of experience in travel, customer relations, sales, and administration. Skilled in handling complex client cases, leading teams, optimizing processes, and ensuring excellent customer experience across international markets. Strong analytical mindset with the ability to process large volumes of information, identify patterns, and develop effective solutions. Known for creative problem-solving and finding win-win outcomes that benefit both the company and the customer.

Professional Experience

International Travel Network - Special Services Department
Team Lead (2022-2023) | Agent (2021-2022)

• Managed U.S. market customer complaints on TrustPilot, BBB, DOT, and DOJ platforms.
• Supervised a team of 8 agents: monitored daily case handling, reviewed responses, delegated tasks, and ensured compliance.
• Oversaw inbox management (internal & external communications), case distribution, and response tracking. Participated in process optimization within the department and across departments.
• Assisted in live chats, providing fast and efficient customer support.
• Prepared technical reports on system malfunctions and escalated them to IT/management.
• Analyzed Quality Assurance reports, identified company or client violations, and managed compensation-related issues.
• Coordinated directly with management on high-priority escalations. Processed and structured large volumes of customer feedback and case data, ensuring accurate categorization, prioritization, and follow-up.
• Applied analytical and non-standard thinking to identify recurring issues, highlight process gaps, and propose innovative solutions.
• Developed and implemented balanced resolutions that aligned customer satisfaction with company interests.

Customer Service Representative - Business Class Flights
2017-2021

• Provided premium support for business-class passengers, assisting with exchanges, refunds, cancellations, and itinerary adjustments.
• Resolved customer complaints related to lost luggage, flight disruptions, and service dissatisfaction.
• Managed schedule changes, offered alternative solutions, and negotiated with airlines to secure favorable options for passengers.
• Delivered tailored solutions with a focus on customer satisfaction and retention.

Sales Manager - European Bicycle & Spare Parts Market
2015-2017

• Managed B2B and B2C sales of bicycles and spare parts across the European market.
• Negotiated contracts and pricing with international partners and distributors.
• Monitored inventory and coordinated supply logistics.
• Built and maintained relationships with wholesale and retail clients.
• Prepared sales reports and achieved consistent revenue growth targets.

Administrator - Art Club Karaoke
2014-2015

• Oversaw daily operations of the club, including staff scheduling and customer service.
• Coordinated events, bookings, and VIP client services.
• Managed cash flow, billing, and administrative documentation.
• Handled conflict resolution with clients and ensured high-quality guest experience.
• Supported promotional activities and collaborated with marketing team to attract new customers.

Education

Academy of Economic Studies of Moldova (ASEM)
Bachelor's Degree in Marketing and Logistics (2020-2023)

Skills

• Analytical & Creative Problem-Solving
• Customer Experience & Complaint Management
• Non-Standard Thinking & Win-Win Negotiation
• Airline Schedule Change & Coordination
• Team Leadership & Performance Monitoring
• Process Optimization & Reporting
• Administration & Staff Coordination
• Procurement & Inventory Management
• Sales & Client Relationship Management
• Social Media Content Creation

Languages

• English Fluent
• Russian Native
• Romanian Intermediate