Ioana Crisan

Managed high-volume international customer accounts via inbound phone support, meeting QA and CSAT targets. Investigated account and billing discrepancies, documented cases, and coordinated follow-ups in English and French.

Delivered front-line inbound phone support, resolving routine account access, technical difficulties, and billing inquiries. Maintained clear written account notes and case categorization, and was promoted to the Loyalty & Retention team within 3 months.

Balanced family responsibilities with targeted online coursework in business communication, negotiation fundamentals, and French business correspondence. Strengthened time management, prioritization, budgeting, and problem-solving skills.

Completed structured training in procurement workflows, Source-to-Pay cycles, and ERP processes. Practiced Microsoft Excel and formal business communication in French and English.

Assisted customers via phone and Salesforce CRM with courier shipment tracking, order placement, and resolving delivery discrepancies. Verified shipping and billing addresses and updated parcel status records accurately.

Completed undergraduate coursework in business data analysis, SQL, information systems, and business administration.

Completed international computer science coursework in English during an Erasmus+ exchange.

Full certification covering MS Office applications including Word, Excel, Outlook, PowerPoint, and Access.

Achieved C1 level certification in English language proficiency.

Achieved B1 level certification in French language proficiency.