Alexandra-Romina Groza

Quality Specialist Role

• Maintained up-to-date knowledge of company policies, delivery procedures, and customer service standards, ensuring all agent interactions remained compliant with internal guidelines and customer experience expectations.
• Conducted in-depth root cause analyses on escalations, complaints, and service failures (e.g., delayed or missing deliveries), enabling quick identification of gaps in agent handling and process breakdowns.
• Improved team performance by delivering regular coaching sessions, calibrations, and feedback based on case evaluations, leading to increased consistency and higher customer satisfaction scores.
• Analyzed data from QA audits, customer feedback, and support metrics (CSAT, resolution time, error rates) to identify trends in agent performance, providing actionable recommendations to enhance service quality and operational efficiency.

Customer Service Agent - Business-to-Business

• Delivered high-quality B2B email support in alignment with Service Level Agreements (SLAs), ensuring prompt, accurate, and professional communication with business partners.
• Administered and resolved refund requests in full compliance with company policies and contractual terms, maintaining accuracy and accountability.
• Orchestrated delivery scheduling by collaborating with transport providers and cross-functional teams, optimizing operational flow and on-time performance.

Customer Service Agent - Business-to-Consumer

• Handled a high volume of outbound calls and chat interactions, delivering prompt resolutions to customer complaints and delivery issues while consistently upholding a customer-focused experience.
• Diagnosed delivery disruptions and implemented tailored solutions, enhancing the overall customer experience and satisfaction levels.
• Drove customer retention through proactive outreach and structured follow-ups, reinforcing trust and long-term engagement.
• Monitored and responded to social media inquiries and complaints, ensuring fast, empathetic, and solution-oriented communication across digital platforms.