Oana-Maria Geambașu Email and Phone Number

•Collecting, tracking and analysing customer feedback and suggesting improvements based on the insights gathered ✓ Created monthly case studies, highlighting pain points and implemented changes meant to improve the customer's journey (from delivery services, to website and internal CS processes)•Helping measure metrics such as CSAT/VoC to gauge how the brand is perfmorning on CX performance parameters •Mapping and creating customer journeys to identify gaps in their experience and… Show more •Collecting, tracking and analysing customer feedback and suggesting improvements based on the insights gathered ✓ Created monthly case studies, highlighting pain points and implemented changes meant to improve the customer's journey (from delivery services, to website and internal CS processes)•Helping measure metrics such as CSAT/VoC to gauge how the brand is perfmorning on CX performance parameters •Mapping and creating customer journeys to identify gaps in their experience and suggest improvements •Working with the client to improve processes and ensuring right governance with the departments to roll out the changes ✓ Mapped over 150 processes with over 300 supporting templates Show less

•Maintained and developed internal support and call center quality standards•Reviewed a subset of support agents’ conversations (emails, chat) based on internal standards, accompanying evaluations with meaningful and constructive feedback •Discussed feedback with agents/TMs in regular meetings•Helped agents improve their performance with specific instructions and constant support•Mapped the need for training and initiated projects to support the agents•Created reports that… Show more •Maintained and developed internal support and call center quality standards•Reviewed a subset of support agents’ conversations (emails, chat) based on internal standards, accompanying evaluations with meaningful and constructive feedback •Discussed feedback with agents/TMs in regular meetings•Helped agents improve their performance with specific instructions and constant support•Mapped the need for training and initiated projects to support the agents•Created reports that reflect support performance and reported the support team’s performance to higher-ups•Held calibration sessions to maintain consistency in internal evaluations•Created the visual identity of the campaign's QA department & posters to promote internal competitions•Created training materials, process flowcharts, proposing and making process changes meant to improve customer satisfaction and make work more efficient•Ensured newer QAs received support and constructive feedback, reviewed their projects Show less

•Responded promptly to customer inquiries, acknowledging and resolving their complaints•Identified and assessed customers’ needs to achieve satisfaction•Built sustainable relationships and trust with customer accounts through open and interactive communication•Provided accurate, valid and complete information by using the right methods/tools•Handled customer complaints, providing appropriate solutions and alternatives within the time limits following up to ensure… Show more •Responded promptly to customer inquiries, acknowledging and resolving their complaints•Identified and assessed customers’ needs to achieve satisfaction•Built sustainable relationships and trust with customer accounts through open and interactive communication•Provided accurate, valid and complete information by using the right methods/tools•Handled customer complaints, providing appropriate solutions and alternatives within the time limits following up to ensure resolution•Maintained a positive, empathetic and professional attitude toward customers at all times Show less

•Transcribed sensitive documents with complete confidentiality•Corrected grammar and spelling mistakes•Consistently met deadlines