Open to opportunities

Denisa Diaconu

@denisadiaconu

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Customer operations and legal support specialist, helping resolve regulatory cases with accuracy and empathy.

Romania

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What I'm looking for

I’m looking for a role where I can combine customer operations with legal/regulatory accuracy—supporting onboarding, resolving complex cases, and improving workflows with quality. I thrive in fast-paced teams that value confidentiality, measurable results, and structured processes.

I’m a customer operations and legal support specialist with experience in regulatory response, legal documentation, dispute resolution support, and multilingual customer service. I combine procedural compliance with clear communication to help customers through complex, sensitive situations.

In my current role as a TELUS International Regulatory Response Data Agent, I review and process legal and regulatory requests (including property disputes, liability and insurance, VAT, tourist tax, and contractual concerns). I analyze sensitive cases, support dispute resolution workflows, and maintain accuracy and confidentiality while collaborating with remote international teams.

Previously, as a TELUS International Customer Experience Specialist (French & English), I handled complex complaints via phone and email, processed requests according to company procedures, and strengthened customer relationships through empathy and problem-solving. I also contributed to operational efficiency by maintaining quality standards and managing multiple tasks in remote environments.

Before transitioning fully into customer operations, I worked as a Legal Adviser, drafting and reviewing contracts, preparing legal notifications and official responses, and supporting compliance and legal risk management. I’ve also contributed to GDPR compliance procedures and developed public procurement documentation experience through SEAP-related workflows and Romanian public acquisition guidance.

Experience

Work history, roles, and key accomplishments

Current

Regulatory Response Data Agent

Current

TELUS International

May 2025 - Present (1 year 1 month)

Reviewed and processed user requests on legal and regulatory topics including property disputes, liability and insurance, VAT, tourist tax, and contractual concerns. Supported dispute resolution workflows by analyzing sensitive cases while maintaining procedural compliance and confidentiality.

Dispute Resolution Regulatory Workflows Confidentiality Remote Collaboration

Customer Experience Specialist

TELUS International

Jul 2022 - May 2025 (2 years 10 months)

Provided multilingual (French and English) customer support via phone and email while following company procedures and quality standards. Resolved complex complaints, managed customer requests accurately, and maintained productivity in a remote environment.

Multilingual Customer Support Complaint Management Case Management Customer Support Quality Assurance Process Adherence

Legal Adviser

Cifin Advising SRL

Apr 2022 - Jul 2022 (3 months)

Drafted and reviewed legal contracts and commercial documentation while responding to clarification requests from contracting authorities and stakeholders. Monitored compliance with contractual provisions and supported legal and administrative processes with accurate, regulation-aligned documents.

Compliance Monitoring Administrative Processing Contractual Provisions Verification

Public Acquisition Adviser

Coșoveni Commune City Hall

Jun 2021 - Mar 2022 (9 months)

Prepared public acquisition documentation in line with Romanian public procurement legislation. Managed procurement files and contract documentation, coordinated SEAP publication and submissions, and verified budget allocation and compliance requirements.

Documentation Management SEAP Submissions Compliance Budget Allocation Checks

Legal Adviser

Casa Noastra SRL

Sep 2017 - Jun 2021 (3 years 9 months)

Drafted, reviewed, and approved commercial contracts with suppliers and clients and prepared legal notifications and official responses. Supported internal teams with regulatory guidance, maintained legal archives, and contributed to GDPR compliance and legal risk management procedures.

Commercial Contracts GDPR Compliance Legal & Risk Management

Legal Internship

Cabinet d’Avocats Ruxandra Rata

Jan 2017 - Apr 2017 (3 months)

Conducted legal research and provided administrative support in an international legal environment. Assisted with employment contract and company registration documentation, communicated with Belgian institutions, and supported drafting activities for client files and legal cases.

Legal Research Employment Contracts Company Registration Documentation Administrative Support Institutional Communication document preparation Institutional Communications

Education

Degrees, certifications, and relevant coursework

University of Craiova

Bachelor’s Degree in Law (LLB), Law (LLB)

2016 - 2021

Earned a Bachelor’s Degree in Law (LLB) covering civil, criminal, labor, commercial, and procedural law. Built skills in contract structures, legal terminology, and Romanian legal frameworks with strong research and legal writing capability.

University of Craiova

Master’s Degree in Human Rights, Human Rights (European human rights law)

Activities and societies: Academic collaboration with professors from France, Switzerland, and Spain.

Completed a Master’s Degree in Human Rights with specialized studies in European human rights regulations and discrimination law. Focused on ECHR case law, detention conditions, equality rights, and legal compliance.

University Lille 2 Law and Health

Erasmus Program, Law (Erasmus exchange)

2014 -

Activities and societies: Strengthened intercultural communication and adaptability through French-taught legal studies.

Participated in an Erasmus program conducting legal studies and examinations entirely in French. Completed international legal coursework and research projects.