Alesja Manea

• Delivering customer support via email (offline tickets) while consistently meeting quality, CSAT, and operational KPI targets.
• Explaining complex or technical information in a clear, structured, and practical manner.
• Reviewing agents tickets across Promoter, Passive, and Detractor categories.
• Performing factor analysis to identify performance trends and recurring issues.
• Providing constructive feedback and coaching focused on performance improvement (onboarding).
• Supporting onboarding of new hires by explaining product principles, work processes, and internal tools.
• Created, updated, and maintained training and onboarding materials.
• Updated and improved Knowledge Base Articles (KBA) to ensure clarity, accuracy, and process alignment.
• Balancing operational workload with main activities, onboarding, and analytical responsibilities.

Maternity leave.

• Handled customer inquiries across multiple communication channels (telephonic, chat, and email).
• Provided accurate, timely, and professional support in line with company policies and procedures.
• Resolved customer issues efficiently while maintaining a positive customer experience.
• Documented customer interactions clearly and accurately in internal systems.
• Ensured compliance with quality standards and data protection requirements.
• Followed established product flows, operational processes, and internal guidelines.
• Escalated complex or sensitive cases according to defined procedures.
• Managed workload effectively in a high-volume environment.
• Maintained consistent performance in CSAT, quality, and other operational KPIs.
• Stayed up to date with process changes, product updates, and knowledge base content.