Open to opportunities

Adela Zubascu

@adelazubascu

Message

Bilingual customer support professional delivering fast, de-escalated solutions across channels.

Romania

Message

What I'm looking for

I’m looking for a bilingual customer support role where I can resolve issues quickly, de-escalate calmly, and improve customer experience through ticket queues and SLAs—while working flexible CET/EET shifts.

I’m a bilingual (Italian/English/Romanian) customer support professional with 5+ years of customer-facing experience spanning teaching, B2B client liaison work, and small-business operations. I’m comfortable managing high-volume written and voice conversations across email, live chat, phone, and social media inboxes, while de-escalating issues and maintaining strong support standards through ticket queues and SLAs.

Most recently, I’ve been the sole point of contact for inbound customer communication for two customer-facing small businesses, resolving complaints, cancellations, refunds, and booking/order changes under tight turnaround windows. Earlier, I strengthened my communication and documentation skills through English teaching, and I served as an Italian Client Liaison, translating technical and commercial requirements accurately across three languages to support production deadlines.

Experience

Work history, roles, and key accomplishments

Current

Customer Support & Operations

Current

Bakery & Adventure Park Businesses

Jan 2022 - Present (4 years 6 months)

Handled inbound customer communication across email, chat, phone, and social media for two customer-facing small businesses. Resolved complaints, cancellations, refunds, and booking/order changes using ticket queues and de-escalation processes.

Customer Support De escalation CSAT Phone Support Social Media Inbox Zendesk Freshdesk Google Workspace Romanian English Italian

English Teacher

Public Schools

Jan 2020 - Jan 2022 (2 years)

Taught English to classes of 25+ students by adjusting tone and pace to the audience. Managed ongoing written and verbal communication with parents and school administration, including documentation and progress reporting.

English Language Instruction Written Communication Verbal Communication Parent and Administration Liaison Documentation Progress Reports

Italian Client Liaison

BDM Group Romania

Jan 2015 - Jul 2016 (1 year 6 months)

Served as the English/Italian communication bridge between Italian clients and Romanian production teams. Managed inbound inquiries, order status updates, and issue escalations via phone and email, translating technical and commercial requirements under production deadlines.

Client Liaison Bilingual Communication Italian English Phone Support Email Support Technical Translation Commercial Translation