Oana Cuciureanu

Handling customer/ partner queries and providing a resolution to customer's claims within the agreed SLA Participated in projects aimed at identifying issues, analyzing data, preparing business cases Providing training to new team members: knowledge sharing, developing skills, pipeline management, and setting people out for success. 3 months internal position as Quality Coach: delivering quality feedback to agents, undertaking quality evaluations, and identifying improvement opportunities.

Respond professionally to inbound calls in Italian and English in a quick and helpful manner, documenting reasons for calls and steps taken to resolve queries. Compose accurate and eloquent responses to customers emails. Provide friendly and efficient service through chat channel, by resolving customer queries and providing expert advice in order to educate customers on our products. Finding upsell opportunities with existing customers and making new bookings based on customer needs.