Summary
Overview
Work History
Education
Skills
Languages
Affiliations
Timeline
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Dorina Anton

Dorina Anton

Iasi

Summary

Experienced professional focused on customer service analysis with commitment to improving client satisfaction. Capable of identifying and resolving issues swiftly through strong analytical skills and deep understanding of customer needs. Known for implementing process improvements that enhance service efficiency and quality.

Overview

7
7
years of professional experience

Work History

Customer Service Analyst L3

Amazon
Iasi, Iasi
04.2022 - Current
  • Collaborated closely with other departments, improving coordination and reducing cross-team response time by 20%.
  • Implemented new procedures that increased operational efficiency by 15% within first quarter.
  • Promoted positive working environment, contributing to 25% reduction in staff turnover over 6 months.
  • Identified and resolved over 150 customer service issues monthly, maintaining 95% satisfaction rate.
  • Enhanced communication efficiency by creating over 30 comprehensive reports used in weekly management meetings.

Customer Service Analyst L2

Amazon
Iasi, Iasi
08.2020 - 04.2023
  • Reviewed and updated knowledge database, resulting in 30% decrease in agent response time by ensuring quick access to up-to-date information.
  • Conducted detailed product analysis that improved customer satisfaction scores by 12% over 3 months.
  • Analysed data trends to implement 3 new service procedures, reducing recurring issues by 25%.
  • Managed high volume of calls — averaging 80–100 calls per day — while maintaining CSAT score of 95%+.

Property manager

SC Discover Land Imobiliare
Iasi
01.2019 - 08.2020
  • Conducted periodic inspections of 20+ apartments monthly, ensuring maintenance compliance and identifying issues with 95% resolution rate within 5 days.
  • Maintained ongoing communication with 5+ utility providers, contributing to near 100% service uptime for all residential units.
  • Accompanied potential buyers during over 30 property viewings, directly supporting closure of 12 successful sales within 6 months.

Customer Service Agent – Italian Language

Almaviva Services S.R.L
Iasi
01.2018 - 01.2019
  • Demonstrated empathy to foster strong relationships with customers in diverse situations, contributing to customer satisfaction score above 90%.
  • Recorded average of 100+ orders per week with 99.9% accuracy, ensuring seamless system operations and error-free documentation.

Education

High School Diploma - Technician in Economic Activities

Liceul De Arte Si Meserii "Spiru Haret"
Iasi

Skills

  • Service level agreement compliance
  • Risk assessment and mitigation
  • Analytical reporting
  • Tracking system usage
  • CRM systems expertise
  • Proactive engagement
  • Knowledge of GDPR
  • Service level agreement understanding
  • Knowledge of SQL
  • Knowledge of company policies
  • Customised service delivery

Languages

English
Advanced (C1)
Italian
Upper intermediate (B2)
Romanian
Native

Affiliations

  • Digital tools exploration
  • Problem-solving games

Timeline

Customer Service Analyst L3

Amazon
04.2022 - Current

Customer Service Analyst L2

Amazon
08.2020 - 04.2023

Property manager

SC Discover Land Imobiliare
01.2019 - 08.2020

Customer Service Agent – Italian Language

Almaviva Services S.R.L
01.2018 - 01.2019

High School Diploma - Technician in Economic Activities

Liceul De Arte Si Meserii "Spiru Haret"

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Dorina Anton