Daniela Nistor
Bucharest,Romania
Summary
Proficient in communication and problem-solving, with a proven track record of enhancing customer relationships. Expertise in conflict resolution and analytical skills drives high customer satisfaction levels. Prepared to leverage interpersonal skills in customer support or key account management roles.
Offering exceptional communication and problem-solving skills. Knowledgeable about cultivating positive customer relationships and ensuring satisfaction. Ready to use and develop interpersonal, analytical, and conflict resolution skills in [Desired Position] role.
Overview
4
4
years of post-secondary education
15
15
years of professional experience
Work history
Customer Support & Customer Success Specialist
Airbnb (via TELUS International)
2021.03 - 2026.06
- Provided multilingual customer support (English and Spanish) to Airbnb hosts and guests via phone, live chat, and email, delivering exceptional service across Multiple communication channels.
- Supported Community Education, Resolution 1, Resolution 2, and Super host Departments by assisting customers with platform policies, account management, dispute resolution, and best practices.
- Managed complex customer inquiries related to reservations, cancellations, Rebooking processes, refunds, payments, invoices, taxes, account access, listing management, and platform functionality.
- Assisted guests with rebooking reservations during travel disruptions, cancellations, and unforeseen circumstances, ensuring seamless customer experiences.
- Handled payment-related issues, including failed transactions, payout concerns, billing discrepancies, travel credits, coupons, promotional credits, and refund processing.
- Supported customers with account-related concerns, including account verification, security checks, login issues, profile updates, account recovery, and access restoration.
- Assisted hosts and guests with documentation, receipts, and platform-specific tax policies.
- Investigated and resolved complex cases involving chargebacks and payment disputes, reservation disputes, property-related claims, and account investigations.
- Acted as a strong mediator between hosts and guests, facilitating communication, managing conflicts, and negotiating fair and policy-compliant resolutions.
- Troubleshot technical issues related to bookings, account functionality, payment systems, listing visibility, platform navigation, and mobile/web application performance.
- Identified, documented, and reported platform bugs, system defects, and recurring technical issues to specialized technical teams for investigation and resolution.
- Gathered detailed information from customers to accurately diagnose issues, reproduce bugs, and support technical investigations.
- Escalated technical, financial, policy-sensitive, and high-risk cases to specialized departments while ensuring complete documentation and effective follow-up.
- Maintained accurate records of customer interactions, investigations, troubleshooting activities, and case resolutions within CRM systems while ensuring data integrity and compliance.
- Educated users on Airbnb policies, platform functionality, payment processes, safety standards, and available solutions to improve customer experience and prevent future issues.
- Collaborated with cross-functional teams including Technical Support, Payments, Trust & Safety, Account Security, and Escalations departments to ensure timely issue resolution.
- Managed high volumes of customer interactions while consistently meeting productivity, quality assurance, and performance targets.
- Maintained customer satisfaction scores above 95% through empathy, ownership, professionalism, and a solution-oriented approach.
- Demonstrated strong analytical thinking, troubleshooting abilities, conflict resolution, and decision-making skills when handling sensitive and complex customer situations.
- Delivered professional, calm, and customer-focused support in high-pressure environments while ensuring positive outcomes for both hosts and guests.
- Acquired skills and competencies
Account Manager / Sales Agent
IQ Outdoor Media
Bucharest
2020.11 - 2021.03
- Managed customer accounts and maintained strong long-term client relationships in a fast-paced environment.
- Provided customer support via phone and email, responding to inquiries in a professional and timely manner.
- Utilized CRM systems to record customer interactions, track account activity, and ensure accurate documentation.
- Delivered tailored solutions based on customer needs, ensuring high levels of satisfaction and engagement.
- Supported customers with information regarding investment-related products, including publicly traded company shares such as Amazon and Tesla.
- Communicated complex product information in a clear and accessible way to assist customers in decision-making.
- Assisted in resolving customer concerns while maintaining a strong focus on customer experience and retention.
- Collaborated with internal teams to ensure smooth customer account management and service delivery.
- Maintained high service standards while handling multiple customer interactions simultaneously.
- Demonstrated strong communication, problem-solving, and relationship management skills in a performance-driven environment.
- Acquired skills and competencies
Account Manager / Sales Agent
Royal Support
2020.03 - 2020.10
- Supported customer onboarding and account management processes in a fast-paced sales environment.
- Communicated with clients through phone, email, and online platforms to provide information and support.
- Presented and promoted investment opportunities, including cryptocurrency-related products and services, to potential and existing customers.
- Conducted outbound and inbound sales calls, guiding customers through product features and investment options.
- Identified customer needs and provided tailored financial and product solutions based on individual goals.
- Assisted in customer retention initiatives by maintaining strong client relationships and ensuring ongoing engagement.
- Handled customer inquiries and resolved concerns in a professional and solution-oriented manner.
- Maintained accurate records of customer interactions, transactions, and account updates using CRM systems.
- Collaborated with internal teams to ensure smooth onboarding and a high-quality customer experience.
- Worked in a target-driven environment, meeting sales and performance objectives.
- Acquired skills and competencies
Casino attendant
Bellagio Sport Bar
Mojácar
2017.09 - 2019.01
- Delivered exceptional customer service to guests in a fast-paced, high-volume casino and hospitality environment.
- Assisted customers with inquiries, requests, and service-related concerns in a professional and solution-oriented manner.
- Maintained positive guest relationships and ensured a high level of customer satisfaction.
- Handled customer complaints and resolved issues efficiently while maintaining professionalism under pressure.
- Processed cash and card transactions accurately and in compliance with company procedures.
- Managed multiple customer requests simultaneously while maintaining service quality and attention to detail.
- Communicated effectively with guests from diverse cultural backgrounds.
- Collaborated with team members and management to ensure smooth daily operations.
- Maintained accurate records and complied with company policies and service standards.
- Demonstrated adaptability and flexibility in a dynamic, customer-focused environment.
- Assisted in training new team members on customer service procedures and operational standards.
- Consistently met performance and customer satisfaction expectations.
- Acquired skills and competencies
Supervisor
Wildwood Restaurants
Portsmouth
2016.02 - 2017.07
- Supervised daily restaurant operations in a high-volume, fast-paced customer service environment.
- Led, trained, and supported team members to ensure exceptional customer service and compliance with company standards.
- Handled customer inquiries, complaints, and service issues, providing prompt and effective solutions to ensure customer satisfaction.
- Demonstrated strong problem-solving skills by identifying operational challenges and implementing appropriate resolutions.
- Maintained professional communication with customers, staff, and management in a multicultural environment.
- Monitored service quality and performance, ensuring adherence to company policies and customer experience standards.
- Managed multiple priorities simultaneously while maintaining accuracy and attention to detail under pressure.
- Utilized POS systems and internal software to process transactions, monitor sales, and maintain operational records.
- Assisted customers with information requests and resolved concerns using a solution-oriented approach.
- Collaborated with management and cross-functional teams to improve service processes and operational efficiency.
- Analyzed customer feedback and identified trends to support continuous service improvement.
- Ensured smooth communication between departments to resolve issues quickly and efficiently.
- Adapted to changing business needs and maintained flexibility during peak operational periods.
- Developed strong interpersonal and conflict-resolution skills while managing diverse customer expectations.
- Recognized for delivering outstanding customer service, achieving the first-ever 100% Mystery Diner score in Wildwood Restaurants' history (since 2004).
- Acquired skills and competencies
Front Desk Receptionist / Customer Support Representativ
Front Desk Receptionist / Customer Support Representativ
Orlando
2013.01 - 2016.01
- Delivered high-level customer service to international guests.
- Managed inquiries related to reservations, billing, onboard services, and guest requests.
- Investigated and resolved customer complaints efficiently and professionally.
- Collaborated with multiple departments to ensure customer satisfaction.
- Worked successfully in a fast-paced multicultural environment.
- Demonstrated excellent communication, multitasking, and problem-solving skills.
- Worked in customer-facing roles within hospitality, entertainment, restaurant, and cruise industries.
- Developed strong communication, adaptability, customer service, and conflict resolution skills.
- Successfully handled customer requests in high-volume service environments.
- Acquired skills and competencies
Waitress
Carnival Cruise Lines
Tampa
2011.03 - 2013.11
- Delivered exceptional dining service to guests in a fast-paced, multicultural cruise ship environment.
- Provided professional and attentive customer service, ensuring guest satisfaction throughout the dining experience.
- Presented menus, explained daily specials, and answered questions regarding food and beverage offerings.
- Accurately took food and beverage orders and coordinated with kitchen staff to ensure timely service.
- Handled guest requests, special dietary requirements, and complaints promptly and professionally.
- Maintained high standards of cleanliness, hygiene, and food safety in accordance with company policies.
- Processed payments and maintained accurate records of transactions.
- Collaborated with multinational team members to provide seamless service and exceed guest expectations.
- Upsold menu items, beverages, and specialty dining options to enhance the guest experience and increase revenue.
- Adapted to high-volume service periods while maintaining professionalism, efficiency, and attention to detail.
- Built positive relationships with guests, contributing to high satisfaction ratings and repeat business.
- Acquired skills and competencies
Education
High school - Mathematics-Informatics
Ion Minulescu National College
Bucharest, Bucuresti 2005.09 - 2009.06
Languages
English
Advanced
C1
Spanish
Advanced
C1
Romanian
Master or proficient
C2
Skills
- Proactive communication
- Tactful communication
- Customer relationship management systems
- NPS score interpretation
- Remote support capabilities
- Customer empathy
- Proactive engagement
- Account management
- Customer relationship management
- Results-driven
- Client retention
- Persuasive negotiation
- Technical product knowledge
- Customer training
- Upselling techniques
- CRM Software proficiency
- Time efficiency
- CRM software expertise
- Initiative taking
- Customer Service
- Cultural awareness
- Interpersonal communication
- Product knowledge
- Client communication
- Conflict Resolution
- Quality Assurance
- Process Improvement
- Effective communication
- Strategic thinking
- Data analysis
- Customer service orientation
- Time-management
- Cultural sensitivity
- Data interpretation
- Active listening
Timeline
Customer Support & Customer Success Specialist
Airbnb (via TELUS International)
2021.03 - 2026.06
Account Manager / Sales Agent
IQ Outdoor Media
2020.11 - 2021.03
Account Manager / Sales Agent
Royal Support
2020.03 - 2020.10
Casino attendant
Bellagio Sport Bar
2017.09 - 2019.01
Supervisor
Wildwood Restaurants
2016.02 - 2017.07
Front Desk Receptionist / Customer Support Representativ
Front Desk Receptionist / Customer Support Representativ
2013.01 - 2016.01
Waitress
Carnival Cruise Lines
2011.03 - 2013.11
High school - Mathematics-Informatics
Ion Minulescu National College
2005.09 - 2009.06