Open to opportunities

Ene Daniel

@enedaniel

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QA Analyst and customer support specialist improving service quality worldwide.

Romania

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What I'm looking for

I want to keep working on QA and customer-quality improvements—evaluating performance against KPIs, turning feedback into action, and collaborating to raise service standards. I’m looking for a team that values compliance, clear communication, and continuous improvement.

I’m a QA Analyst and telecommunications/customer support professional based in Romania, currently working at 888 Sparkware in Bucharest. I provide high-quality support for customers of an international online gaming brand, ensuring clear communication, accurate information, and strict adherence to internal procedures and industry standards.

Through my experience, I’ve worked extensively with operational tools and platforms—including Exalogic, Zendesk, LivePerson, RightNow, QCenter, NTS, Outlook, Teams, Excel, and Word—to manage tickets, live chats, internal checks, and technical workflows effectively. I focus on efficient problem-solving and delivering solutions in a professional, customer-oriented manner, contributing to higher customer satisfaction.

In parallel with customer support, I progressed into a QA Analyst position for the Italian market (2024 – March 2026), where I led quality assurance initiatives by evaluating customer interactions against KPIs and compliance standards. I deliver structured, data-driven feedback, identify performance gaps, and collaborate with team leaders to drive continuous improvement, helping operations align with internal and regulatory expectations.

Experience

Work history, roles, and key accomplishments

Current

Customer Support & QA Analyst

Current

888 Sparkware

Feb 2023 - Present (3 years 4 months)

Provided customer support for an international online gaming brand, managing tickets and live chats while ensuring clear communication and strict adherence to internal procedures and industry standards. Progressed into a QA Analyst role for the Italian market by evaluating customer interactions against KPIs and compliance requirements and delivering data-driven feedback for continuous improvement.

Customer Support QA Analysis Ticketing Live Chat Support Zendesk LivePerson Exalogic KPIs Compliance Requirements Excel

Casino Gaming Dealer

Pragmatic Play

Jun 2022 - Nov 2022 (5 months)

Operated live table games, maintained game flow, and provided an engaging player experience through accurate dealing and a professional on-camera presence. Handled bets and payouts while following strict procedures to ensure fairness, integrity, and compliance.

Live Dealer Operations Game Integrity & Compliance Bet Handling Attention To Detail

Telecommunications Consultant

Sykes

Mar 2022 - Jun 2022 (3 months)

Conducted telecommunications analysis to assess and evaluate technical needs and systems for organizations, including reviewing performance and identifying optimization opportunities. Delivered training and guidance on system features and best practices, translating complex processes into clear explanations for clients.

Telecommunications Systems Performance Optimization Technical Training Technical Support Troubleshooting Client Communication Technical Documentation Analytical Thinking

Call Centre Operator

Teleperformance

Dec 2021 - Feb 2022 (2 months)

Provided customer support via phone and email in line with project procedures and quality standards. Resolved inquiries and issues efficiently while documenting interactions accurately in a fast-paced customer service environment.

Customer Support Phone Support Email Support Issue Resolution Interaction Quality Assurance Communication Skills Fast Paced Environment

Data Entry & Customer Support

Valoris Center S.R.L

Jun 2020 - Nov 2021 (1 year 5 months)

Provided support to partners and clients via chat, phone, and email while strictly following internal procedures and workflows. Managed high volumes of requests, ensured accuracy of provided information, and performed data verification tasks with a strong focus on attention to detail.

Data Entry Customer Support Chat Support Phone Support Email Support Data Verification High Volume Process Compliance Attention To Detail

Education

Degrees, certifications, and relevant coursework

Justinian Patriarch Faculty of Orthodox Theology

Degree in Theology, Theology

2018 - 2022

Completed a degree in Theology at Justinian Patriarch Faculty of Orthodox Theology, Bucharest, from 2018 to 2022.

Seminarul Teologic Sf. Ap. Andrei din Galați

High School Diploma, Theology

2014 - 2018

Attended the theology-focused high school at Seminarul Teologic Sf. Ap. Andrei din Galați and graduated in 2018.

Aviation School (Shell Team)

Aviation School Training, Aviation / Cabin Crew

2021 -

Activities and societies: Training included fire and smoke fighting, first aid, human factors/CRM, dangerous goods and security notions, and cabin crew attestation preparation.

Completed aviation training with a cabin crew focus, including aeronautical legislation, safety, and related attestations during 2021.