Elena - Loredana Petre
Client Support & Operations Specialist
Bucuresti
Summary
Experienced Client Support & Operations Specialist with over 12 years in the digital services sector, including leadership experience as Team Leader on a bilingual customer service project for the Italian and French markets. I've supported large volumes of user interactions, trained and led multilingual teams, and contributed to workflow optimization using Zendesk, CRM platforms, and GDPR-compliant communication practices. My responsibilities went beyond support - including accurate time tracking, coordination with HR and Finance for payroll, and maintaining consistent, structured operations. Known for my calm and clear communication under pressure, I thrive in remote environments and bring a strong mix of empathy, process discipline, and cross-cultural collaboration.
Overview
14
14
years of professional experience
2
2
years of post-secondary education
4
4
Languages
Work History
Client Support & Operations Specialist
Pro Business Communication Services SRL
01.2014 - Current
- Delivered high-quality support to users of a major digital platform, handling more than 40 customer inquiries daily, consistently exceeding SLA targets.
- Utilized Zendesk as the primary CRM tool for ticket management, client record updates, and detailed communication tracking.
- Leveraged macros to streamline routine workflows while personalizing responses to ensure empathy and accuracy.
- Ensured compliance with internal policies and GDPR, focusing on data accuracy and confidentiality.
- Collaborated with IT and security teams by identifying and escalating technical issues, supporting incident management processes.
- Contributed to process improvements by documenting recurring issues and best practices within the internal knowledge base.
- Effectively managed competing priorities in a fast-paced, remote environment, demonstrating adaptability, autonomy, and clear communication under pressure.
Customer Resolution Specialist
TELUS
06.2021 - 06.2022
- Managed and resolved complex customer inquiries and complaints, ensuring timely escalation handling and effective case closure.
- Served as the escalation point for high-priority issues, providing tailored solutions to maintain a high level of customer satisfaction.
- Monitored adherence to internal processes and client-specific quality standards, supporting operational compliance.
- Collaborated with frontline teams by offering constructive feedback aimed at improving first-contact resolution and overall service quality.
- Improved customer satisfaction metrics by resolving sensitive cases with professionalism, empathy, and efficiency.
- Consistently achieved resolution time targets and exceeded quality expectations, earning recognition from team leads and clients.
Team Leader - Multilingual Project (Italian & French)
Global Remote Services
02.2013 - 02.2015
- Led a bilingual customer service project delivered in both Italian and French markets.
- Managed and coached a team of 40 agents, ensuring alignment with KPIs, SLAs, and client expectations.
- Delivered onboarding and continuous training sessions in French, maintaining consistency in service quality and compliance.
- Oversaw day-to-day team operations, monitored performance, conducted regular team meetings, and provided real-time and monthly feedback.
- Conducted performance reviews, shared best practices, and implemented individualized coaching plans to drive results.
- Monitored schedule adherence and ensured accurate time tracking for payroll and reporting purposes, working closely with HR and Finance.
- Maintained direct communication with project stakeholders to align deliverables with contractual requirements and client needs.
- Contributed to continuous improvement and upheld high service standards across both multilingual projects.
Customer Support Specialist
Global Remote Services
04.2011 - 03.2013
- Provided real-time customer support via live chat in Italian, addressing client inquiries promptly, resolving issues efficiently, and ensuring a positive customer experience.
Education
Masterat - Political Science, Specialization in International
Scoala Nationala De Studii Politice Si Administrative (SNSPA)
01.2011 - 01.2013
Skills
✅ Customer Operations & Support (12 yrs)
✅ Zendesk, CRM, Macros & Ticketing Tools
✅ Multilingual Project Experience
✅ Process Accuracy – Time Tracking & Reporting
✅ Team Training, Coaching & Leadership
✅ GDPR Awareness & Secure Communication
✅ Remote Work – Focused, Self-Directed, Reliable
✅ Escalation Management & Cross-Team Collaboration
✅ Payroll & Invoicing Process Familiarity
✅ Empathetic Communication & Conflict Resolution
Timeline
Customer Resolution Specialist
TELUS
06.2021 - 06.2022
Client Support & Operations Specialist
Pro Business Communication Services SRL
01.2014 - Current
Team Leader - Multilingual Project (Italian & French)
Global Remote Services
02.2013 - 02.2015
Customer Support Specialist
Global Remote Services
04.2011 - 03.2013
Masterat - Political Science, Specialization in International
Scoala Nationala De Studii Politice Si Administrative (SNSPA)
01.2011 - 01.2013
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