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Edip Ucar

@edipucar

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Trainer Specialist improving customer support performance through coaching and QA.

Romania

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What I'm looking for

I’m looking for a role where I can own training and QA for customer support, coach teams on soft skills, and improve KPIs through smarter onboarding and feedback loops. I value clear performance goals and adapting global standards to local needs.

I’m a Trainer Specialist working across Romania & Central Europe, bringing an 8+ year background in debt recovery, credit risk monitoring, and portfolio management. I combine analytical thinking with people-focused coaching to improve outcomes for customers and teams.

At Wolt, I integrate Quality Assurance by analyzing support tickets and chat transcripts to pinpoint training needs, then run coaching sessions that lift CSAT and DSAT. I also coach soft skills—empathy, conflict resolution, and de-escalation—to help agents handle complex customer and partner inquiries effectively.

I’m driven by workflow optimization and measurable impact. I streamline onboarding to reduce Time-to-Proficiency, act as a bridge between Support and Operations with front-line insights, and track post-training metrics to spot knowledge gaps and target interventions that improve service quality and fleet efficiency.

Before training, I built strong foundations in credit and collections roles, including Credit & Collection Analyst at PayPoint and Team Leader in an amicable debt collection department. I managed client portfolios, performed credit analysis, worked with Navision and Salesforce, and coordinated teams—skills I now use to create structured, localized training content and align initiatives with global standards while meeting local KPIs.

Experience

Work history, roles, and key accomplishments

Current

Trainer Specialist

Current

Wolt

May 2026 - Present (2 months)

Trains customer service agents in Romania & Central Europe by analyzing support interactions, coaching for soft skills, and optimizing onboarding to improve time-to-proficiency. Tracks post-training metrics and provides front-line insights to support operations and platform improvements.

Training Coaching Soft Skills Empathy Conflict Resolution De Escalation Techniques Onboarding Time To Proficiency CSAT Performance Monitoring Content Localization Training & Coaching Team Coaching

Credit & Collection Analyst

PayPoint Romania

Mar 2023 - Mar 2026 (3 years)

Monitored and managed a client credit/collections portfolio to reduce outstanding invoices and improve cash flow. Performed credit analysis, adjusted credit limits, and processed blocked invoices using CRM and ERP (Navision).

Credit Risk Analysis Accounts Receivable Navision Financial Analysis CRM Capacitate Analiza Sinteza Credit Risk Credit Analysis Rapoarte Analiza

Team Leader

Agency for Control of Outstanding Debts

Jan 2020 - Feb 2023 (3 years 1 month)

Coordinated operational activities in an amicable debt collection department and monitored team performance. Prepared operational reports, managed notification campaigns, supported legal documentation, and participated in recruitment, training, and call quality evaluations.

Team Leadership Reporting CRM (Salesforce)Process Coordination Back Office Operations Team Management Team Building Word Excel Recruitment Training Call Evaluation

Portfolio Management Expert

Debt Collection Agency - B2Kapital

Nov 2016 - Jan 2020 (3 years 2 months)

Managed debtor portfolio data and supported documentation flow for legal and field collection teams. Prepared operational reports and handled creditor verification, communication campaigns, and monthly notification strategies.

Portfolio Management Reporting Business Analysis SAP ERP Project Management

Collection Officer

Debt Collection Agency

Nov 2015 - Nov 2016 (1 year)

Contacted debtors to negotiate payment arrangements and prepared written payment commitments according to company procedures. Supported onboarding and guidance for new call center agents and performed back office operations using Microsoft Outlook.

Payment Arrangement Back Office Outlook Back Office Operations Comunicare Negociere Onboarding Agent Guidance

Collection Officer

CreditExpress

Feb 2015 - Nov 2015 (9 months)

Contacted debtors to negotiate payment arrangements and prepared written payment commitments in accordance with company procedures. Supported onboarding and guidance for new agents.

Payment Arrangement Capone Comunicare Negociere Onboarding Agent Guidance