Crupchin Tatiana
Customer Service Technology Specialist
Chisinau,MD
Summary
Dynamic Customer Experience Technologies Specialist at KIVORK with a proven track record in enhancing customer satisfaction through expert problem-solving and effective collaboration. Skilled in quality assurance and data analysis, I championed new software tools that optimized workflows, driving continuous improvement and fostering strong client relationships.
Overview
7
7
years of professional experience
4
4
years of post-secondary education
4
4
Languages
Work History
Customer Experience Technologies Specialist
KIVORK
Chisinau, MD
03.2021 - Current
- Collaborated with cross-functional teams to achieve project goals on time and within budget.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Followed all company policies and procedures to deliver quality work.
- Championed the adoption of new software tools that streamlined workflows across multiple departments.
- Managed approximately 30 incoming calls, emails and faxes per day from customers.
QA Analyst GDS Systems ( Sabre , Amadeus , Apollo)
KIVORK
Chisinau, MD
07.2019 - 03.2021
- Evaluated emerging technologies for potential integration, aligning with organizational goals and objectives.
- Used [Software] on regular basis and developed advanced proficiency.
- Collected and analyzed statistics on program data and usage using Excel.
- Promoted a culture of continuous improvement, regularly reviewing and refining QA processes and methodologies.
- Optimized system performance through routine maintenance tasks and proactive issue resolution.
Customer Support Specialist
KIVORK
Chisinau, MD
08.2018 - 07.2019
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
- Analyzed customer feedback data to identify areas for improvement and recommended appropriate solutions.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
- Participated in regular meetings with management to discuss ongoing departmental challenges and propose actionable solutions.
- Optimized use of CRM tools, ensuring accurate tracking and follow-up of customer interactions.
Education
Master of Philology - Philology
"Ion Creanga" State Pedagogical University
Chisinau, Moldova 09.2019 - 01.2020
Bachelor in Education And Teacher Training - English Language And Literature
"Ion Creanga" State Pedagogical University
Chisinau 09.2014 - 06.2018
Skills
Customer relations
Quality assurance
Team collaboration
Analytical thinking
Expert problem solving
Technical communication
Management collaboration
Advanced communication
Process optimization
Team performance improvement
Adaptability and flexibility
Data analysis
Timeline
Customer Experience Technologies Specialist
KIVORK
03.2021 - Current
Master of Philology - Philology
"Ion Creanga" State Pedagogical University
09.2019 - 01.2020
QA Analyst GDS Systems ( Sabre , Amadeus , Apollo)
KIVORK
07.2019 - 03.2021
Customer Support Specialist
KIVORK
08.2018 - 07.2019
Bachelor in Education And Teacher Training - English Language And Literature
"Ion Creanga" State Pedagogical University
09.2014 - 06.2018
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