# Ioana Crisan

Ioana Crisan is a remote worker on Himalayas, Loyalty & Retention Specialist at TELUS Digital Romania, based in Romania.

Source: https://himalayas.app/@ioanacrisan1

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Customer support specialist at TELUS Digital Romania who handled international accounts and documented customer cases in EN/FR.
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| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | Romania |
| Authorized to work in | Romania |
| Salary expectations | 20k+ EUR |
| Job categories | Customer Support Specialist, Customer Service, Customer Retention Specialist, Purchasing Associate |
| Skills | Customer Support, Inbound Call Support, Customer Retention, Case Documentation, CRM, Case Management, Billing Support, Account Support, Customer Follow up, Escalation coordination, First Contact Resolutions, Procurement Workflows, Source to Pay (S2P), ERP, Business Data Analysis |

## About

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At TELUS Digital Romania, I handled high-volume international customer accounts through inbound phone support, meeting quality assurance and customer satisfaction targets. I investigated account and billing discrepancies and explained contractual terms and policy guidelines clearly.

In the Loyalty & Retention Specialist role, I documented customer cases in Smart Desktop and Casa and sent follow-up emails in English and French. I also identified recurring workflow bottlenecks and suggested adjustments to improve first-contact resolution times.

I previously supported customers as a Customer Care Representative at TELUS Digital Romania, then moved to the specialized Loyalty & Retention team. At Teleperformance, I assisted customers with courier shipment tracking, order placement support, and delivery discrepancies using Salesforce CRM.

My Business Computer Science studies and ECDL/ICDL training gave me a foundation in business data analysis, SQL, and office software. I’m fluent in English and have professional working proficiency in French.
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## Experience

### Loyalty & Retention Specialist

TELUS Digital Romania. Aug 2025 - Oct 2026

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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.
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Skills: Customer-Support, CRM, SMART-Desktop, CASA, Email-Correspondence, French, English, Data-Confidentiality, Quality-Assurance, CSAT

### Customer Care Representative

TELUS Digital Romania. Apr 2025 - Aug 2025

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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.
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Skills: Customer-Support, Phone-Support, Case-Management, CRM, English, French, De-escalation, Attention-To-Detail

### Career Break – Maternity Leave & Professional Development

Satu Mare, Romania. Jan 2023 - Jan 2025

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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.
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Skills: Time-Management, Prioritization, Budgeting, Problem-Solving, Business-Communication, French

### Procurement Associate Intern

GEP Worldwide. Jan 2022 - Jan 2023

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

### Customer Service Representative

Teleperformance. Jan 2022 - Dec 2022

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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.
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Skills: Customer-Service, Salesforce, CRM, Phone-Support, Logistics, Data-Entry

## Education

### Babeș-Bolyai University

Undergraduate Studies, Business Computer Science. 2018 - 2022

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Completed undergraduate coursework in business data analysis, SQL, information systems, and business administration.
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### University of Maribor

Erasmus+ International Academic Exchange, Computer Science. 2020 - 2020

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Completed international computer science coursework in English during an Erasmus+ exchange.
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### ECDL/ICDL

ECDL/ICDL Full Certification, Information Technology

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Full certification covering MS Office applications including Word, Excel, Outlook, PowerPoint, and Access.
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### Cambridge Assessment English

Cambridge English C1, English Language

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Achieved C1 level certification in English language proficiency.
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### DELF

DELF B1, French Language

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Achieved B1 level certification in French language proficiency.
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## Tech stack

- Salesforce
- Slack
- Microsoft Teams
- Google Workspace
- Asana
- Google Sheets
- Microsoft Excel
- Zoom
- SQL
- Microsoft Word
- Microsoft Outlook
- Microsoft PowerPoint

To contact Ioana, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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