Looking for a job

Laura Stanciu

@laurastanciu1

Tier 2 escalation specialist at Teleperformance who resolves complex customer cases and provides real-time guidance to Tier 1 colleagues.

Romania

Message

At Teleperformance, I managed real-time escalations from Tier 1 agents, assessing complex situations and identifying solutions for customer, technical, and process-related issues. I also handled pre-litigation cases and challenging customer interactions.

I collaborated with cross-functional teams to investigate complex issues and maintained documentation of escalations and resolutions. I provided guidance to less experienced colleagues and contributed to process improvement through effective resolution approaches.

As a Tier 1 German Customer Service Representative at Teleperformance, I supported German-speaking customers, investigated requests, and performed basic hardware and software troubleshooting. I used Salesforce, Help Desk systems, and Jira to manage tickets and document issues.

At Granity Entertainment, I supported customers through Intercom live chat and used Kayako Helpdesk and Jira for case tracking and ticket follow-up. I also participated in product testing, reported recurring customer feedback, and contributed to support and post-sales process improvements.

Experience

Work history, roles, and key accomplishments

Tier 2 Real-Time Escalation Support Specialist

Teleperformance

Jun 2024 - Oct 2026 (2 years 4 months)

Managed real-time escalations from Tier 1 agents, assessing complex situations and identifying appropriate solutions. Provided Tier 2 support for complex customer, technical and process-related issues, and handled pre-litigation cases.

Salesforce Jira Kayako Helpdesk Intercom helpdesk systems Microsoft Office Ticket Management Technical Troubleshooting Documentation Reporting Customer De escalation Cross Functional Collaboration Process Improvement

Nesting Owner

Teleperformance

Feb 2024 - Jun 2024 (4 months)

Supported newly hired employees during the nesting period through live customer interactions. Provided real-time guidance, feedback, and recommendations to improve performance.

Training Coaching Feedback Customer Support Knowledge transfer

Tier 1 German Customer Service Representative

Teleperformance

Jul 2023 - Jun 2024 (11 months)

Provided customer support to German-speaking customers within an international project. Investigated customer requests, performed basic hardware and software troubleshooting, and resolved technical and process-related issues.

Salesforce Jira helpdesk systems Customer Support Troubleshooting Documentation Remote Work

Remote Customer Service Representative

Granity Entertainment

Dec 2020 - May 2023 (2 years 5 months)

Managed customer requests, questions and complaints across multiple support channels. Provided customer support through Intercom live chat and used Kayako Helpdesk and Jira for ticket management.

Intercom Kayako Helpdesk Jira Customer Support Ticket Management Troubleshooting Product Testing

Economist / Administrative & Operations Support

Saint Brigida Seniorenzentrum GmbH – Caritas

Apr 2017 - Oct 2019 (2 years 6 months)

Performed administrative and operational activities within the organization. Managed documentation and day-to-day operational tasks, collaborating with colleagues and following internal procedures.

Administrative Support Documentation Operations Collaboration

Kitchen Assistant

Klinik-Café Merheim

Mar 2016 - Jan 2017 (10 months)

Organized and performed daily operational activities. Followed internal procedures and hygiene standards while working collaboratively in a structured and fast-paced environment.

Operations Hygiene Standards Teamwork

Sales Agent

UPC Bucharest

Oct 2011 - Jan 2016 (4 years 3 months)

Presented and promoted products and services to customers. Identified customer needs and recommended appropriate solutions while managing customer interactions and working toward sales objectives.

Sales Customer Interaction Needs Assessment

Education

Degrees, certifications, and relevant coursework

Valahia University of Târgoviște

Bachelor's degree, Accounting and Management Information Systems

2008 - 2011

Studied Accounting and Management Information Systems, focusing on financial and information systems management.

Ienăchiță Văcărescu National College

High School Diploma, Mathematics & Computer Science

2004 - 2008

Completed high school with a focus on Mathematics and Computer Science, including intensive computer science and professional qualification in programming and web design.