Amalia Banyai
@amaliabanyai
Team Manager with strong customer service leadership, coaching, and performance improvement experience.
RomaniaWhat I'm looking for
I am a Team Manager with over two years leading customer service teams at Telus International, focused on driving performance and customer satisfaction. I guide teams of 13–14 representatives and handle escalations, coaching, and recruitment.
My hands-on approach includes creating weekly and monthly reports, analyzing productivity and CSAT metrics, and developing action plans that improve outcomes. I train new hires and collaborate with HR during onboarding and documentation processes.
Previously I held customer support, tourism agent, cashier, and waiter roles, which sharpened my communication, conflict-resolution, and multi-department collaboration skills. I have experience with tools such as Salesforce, Tableau, Workday, Medallia, Nexidia, and basic accounting tasks.
I am responsible, eager to learn, and available long-term; I prioritize empathy, root-cause analysis, and team development to deliver excellent customer experiences.
Experience
Work history, roles, and key accomplishments
Team Manager
Telus International
Jun 2022 - Present (3 years 3 months)
Manage a team of 13–14 customer service representatives, driving project targets, improving customer satisfaction, and implementing coaching and action plans that reduce repeat callers and improve productivity metrics.
Customer Support
Telus International
Jul 2021 - Jun 2022 (11 months)
Provided front- and back-office customer support remotely, resolving platform issues, negotiating across governance teams, and handling multi-channel inquiries to maintain account health and service continuity.
Turism Agent
Karpaten Turism
Jan 2021 - Jul 2021 (6 months)
Handled tourism reservations and customer interactions, using online reservation systems and promotional techniques to support bookings and guest services under high-pressure conditions.
Cashier
Form Space Events
Mar 2019 - Sep 2020 (1 year 6 months)
Managed cash register and POS transactions, inventory tasks and customer interactions while maintaining accurate money handling and timely service in event settings.
Waiter
Caro Vintage Club and Lounge
Oct 2017 - Sep 2018 (11 months)
Provided table service and customer care in a high-volume hospitality environment, demonstrating punctuality, multitasking, and resilience during long shifts.
Education
Degrees, certifications, and relevant coursework
NANational University of Political Studies and Public Administration
Development, International Cooperation and Humanitarian Aid
2021 - 2022
Completed Development, International Cooperation and Humanitarian Aid studies at SNSPA between 2021 and 2022.
BUBabeș-Bolyai University
Korean-Spanish (Grammar and Literature)
2017 - 2020
Studied at the Faculty of Letters, majoring in Korean-Spanish with focus on grammar and literature from 2017 to 2020.
National College Ştefan Odobleja
High School Diploma, Social Sciences
2013 - 2017
Completed secondary education with a focus on social sciences from 2013 to 2017.
Tech stack
Software and tools used professionally
Availability
Location
RomaniaAuthorized to work in
Job categories
Interested in hiring Amalia?
You can contact Amalia and 90k+ other talented remote workers on Himalayas.
Message AmaliaFind your dream job
Sign up now and join over 100,000 remote workers who receive personalized job alerts, curated job matches, and more for free!
