At Banca Transilvania, I investigate and resolve escalated account, card, loan, transaction and fee cases that couldn't be closed at first level. I also issue banking documents and process consumer rights requests under Romanian banking legislation and internal procedure.
In my current second-level role, I verify insurance policies tied to banking products and handle account and card blocking, including permanent blocks, as well as BT Pay closure requests. Colleagues and Team Leaders bring me procedural questions and complex cases.
Previously, I answered customer requests in email support, including many in English, and coordinated with internal departments to close cases requiring more than a standard reply. I also handled inbound calls in voice support, resolving requests directly or escalating cases outside standard scripts.
At Bershka (Inditex), I was promoted from a customer-facing role to Stock Manager, overseeing inventory accuracy, stock flow and back-office operations. At Alliance Healthcare Romania, I prepared pharmaceutical orders to strict accuracy and compliance standards.
