• Translating new feature development for Playerfy app into interactive mockups; • UI design presentations for new app features;• Formalizing workflows for feedback loops with stakeholders and technical/execution teams;• Interpret feedback from business and technical teams to refine implementation, timeline and task estimations, and projections;• Condensing business requirements into actionable items for Dev, QA, and Design teams;• Copy-writing for Presentation stacks, website, and documentation.

Software Technical Support:• Provide Customer Care via emails and pre-scheduled calls for the various software products developed by the company;• Offer Technical Support and Troubleshooting through pre-scheduled calls and remote access;• Write user stories for new feature requests & report issues coming from customers.QA:• Write Test Cases and compile them in Test Plans for internal and external software developed by the company;• Report Bugs found, establish bug severity for prioritization;• Write feature ideas and workflow improvements discovered during manual testing.Software Training• Proofread, Review, and Restructure existing software documentation based on accumulated experience as Technical Support Specialist & QA Tester;• Write On-boarding & Support copy for landing pages and user-facing documentation; • Hold Demo and Training calls for new clients;• Attend specialized conferences representing the company and presenting it's products in front of various audiences.UX/UI• Research and track direct competition's software products and their development;• Record, and break down feedback on various software products provided by new and long standing customers;• User Journey mapping;• Write workflow improvements based on feedback analysis;• Design mock-ups for user interface changes, new features, and new software & apps.

→ About ←SanDisk is one of the leading flash storage manufacturers, providing a wide range of products and services.→ Role & Responsibilities ←At SanDisk, I was part of the Customer & Technical Support Department. My main responsibilities were: • answer incoming calls and reply to emails from customers, providing needed information, troubleshooting, and evaluating replacement requests; • log each incoming call/email/chat in the CRM platform; • improving internal workflows and procedures;• identifying new recurring issues and contributing to the Troubleshooting Knowledge-base. → Achievements ←Achievements I can mention here are learning to work as part of a large-scale team, and how to adapt to ever-changing specific procedures. I obtained well above average scores on quarterly personal evaluations. Also, during July-December 2010 I was voted as “Best Team Player” within the project.I participated in a series of in-house training courses, obtaining several certifications on the following topics:• Customer Service• Effective Communication in Business Environment• Photoshop CS Series

→ About ←European Telecom provides B-to-B telecommunication solutions and services. The company also acts as a retailer of telecommunication, networking, and IT equipment through the www.etelecom.ro online store.→ Responsibilities ←Coordinating a team of 4-5 employees handling the online store’s operations, prioritizing but also taking part in executing tasks such as: • add new products to the web store product catalog; • research competition and update prices for existing listings; • research new distributor offers and new products eligible for sale; • write product reviews and tech spec sheets; • provide support for customer inquiries; • restructure and refine web-store content and product categories; • write blog posts and newsletters; • evaluate web site traffic metrics in Google Analytics; • manage Google Ads campaigns; • write periodic reports focused on website traffic and ad campaigns performance. → Achievements ←During my time spent within this company the product catalog was increased by 20k new products with competitive margins, website traffic grew organically well over 130% thanks to content optimization. Along with this content optimization and traffic growth, sales improved as a direct result.