Iuliana N.

With over 10+ years of experience providing Email, Chat, and Phone Customer Support on major marketplaces such as Amazon and eBay, I have developed a successful track record of problem-solving, effective communication, and decision-making skills. My extensive experience in customer support, leadership capabilities as a Customer Service Manager, multilingual proficiency, and technical skills make me a valuable asset to any customer-focused organization.

Throughout my career, I have been responsible for handling customer support across various channels, including email, chat, and phone. I have gained extensive expertise in effectively addressing customer inquiries, resolving issues, and providing exceptional service. My experience on major marketplaces has allowed me to navigate the intricacies of e-commerce customer support, including order tracking, product information, and ensuring timely and satisfactory resolutions.

In addition to providing individual customer support, I have also excelled in leadership roles.

As a Customer Service Manager, I successfully led a team of professional agents, overseeing the operations of the Customer Service Department. I was responsible for creating, managing, and assigning tasks to team members, ensuring efficient workflow and timely resolution of customer issues.

Furthermore, I played a pivotal role in the recruitment and training of customer service agents, utilizing tests to evaluate candidates' proficiency in specific customer service activities. My experience as a manager has provided me with a comprehensive understanding of team dynamics and the ability to drive success through effective leadership.

One of my strongest points is my proficiency in multiple languages. In addition to my excellent proficiency in English, I have a solid knowledge of French and Italian. Moreover, being a native speaker of Romanian and Russian allows me to effectively communicate with customers from diverse linguistic backgrounds. This multilingual ability enhances my capacity to provide personalized and tailored support to customers, ensuring their needs are met in their preferred language.

In terms of technical skills, I am well-versed in various Help Desk Software, Project Management, Collaboration tools, and administrative tasks in Magento. I have utilized customer relationship management (CRM) systems and ticketing software to manage and track customer interactions, ensuring prompt and efficient responses. Furthermore, I have extensive experience using Microsoft Word, Microsoft Excel, and Google Drive for creating reports, analyzing data, and managing projects. These technical skills enable me to streamline processes, enhance productivity, and deliver exceptional support experiences.

Beyond my technical expertise, my strong commitment to customer service and building productive relationships sets me apart. I approach each customer interaction with dedication, empathy, and a genuine desire to provide the best possible support. I am adept at understanding customer needs, resolving complex issues, and ensuring their overall satisfaction. By going the extra mile to exceed expectations, I strive to foster long-term customer loyalty and promote positive brand experiences.