Iulia Serban
@iuliaserban
I build AI-driven QA workflows and dashboards that turn customer data into faster operational decisions.
RomaniaWhat I'm looking for
At TELUS Digital, I engineer AI-driven QA workflows and custom HTML dashboards that make customer-experience data easier to act on. My LLM prompt automation accelerated QA processing by 30%, while a centralized DSAT dashboard reduced data retrieval time by 50%.
I've also managed contract, billing, service-management, and customer-support operations at Hewlett Packard Enterprise via Wipro, GymBeam, Webhelp, Ascensos, Teleperformance, and CGS. I enjoy applying Lean Six Sigma, data visualization, and front-end development to remove bottlenecks and improve customer and team experiences.
Experience
Work history, roles, and key accomplishments
Customer Experience Analyst
TELUS Digital
Apr 2025 - Present (1 year 4 months)
Engineered AI-driven QA processes and custom dashboards, reducing manual processing times by up to 50%. Applied Lean Six Sigma methodologies to optimize workflows and streamline stakeholder reporting.
Managed service management processes and acted as the main point of contact between clients, partners, and internal teams. Handled billing for HP services and verified data in SAP and MS4 systems.
Customer Experience Advocate
GymBeam
Sep 2022 - Sep 2023 (1 year)
Provided exceptional customer support across multiple channels and resolved order and delivery issues. Collaborated with internal teams to enhance user experience and implement customer suggestions.
Customer Experience Advocate
Webhelp
Feb 2022 - Jul 2022 (5 months)
Provided support for HBO Max and Disney+ subscribers via multiple channels. Documented knowledge base articles to ensure a solid foundation for the team.
Tier 2 Technical Advisor
Ascensos
Nov 2021 - Feb 2022 (3 months)
Provided technical support for business clients in the UK, resolving telecommunications and internet issues. Managed tickets and trained new team members.
Guided American clients through the registration process for Comcast internet services. Provided support for document uploads in government assistance programs.
Provided technical solutions via phone using internal and external resources. Managed personal data of T-Mobile customers responsibly.
Education
Degrees, certifications, and relevant coursework
Faculty of Management - ASE (Bucharest)
Bachelor's Degree, Business Administration and Management
Pursued studies in Business Administration and Management, General.
National College 'Ion Luca Caragiale'
High School Diploma, Philology
Completed high school education with a focus on Philology and intensive English.
Tech stack
Software and tools used professionally
Availability
Location
RomaniaAuthorized to work in
Job categories
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