Open to opportunities

Lili User

@lilichivu

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Back Office & Customer Operations specialist with 10+ years optimizing order management and support processes.

Romania

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What I'm looking for

I seek remote roles in operations or customer support where I can lead order-management improvements, reduce backlog, and collaborate cross-functionally to boost customer satisfaction.

I am a Back Office & Customer Operations specialist with over 10 years' experience in order management, 2nd-level support, and customer care across e-commerce and SaaS platforms. I consistently handle complex cases, refunds, and reporting while maintaining high accuracy in fast-paced environments.

I have a proven track record improving processes and delivering timely resolutions using tools like Zendesk, Oracle, WMS, Helpshift, Jira, and Confluence. I regularly collaborate with distributed teams to coordinate logistics, warehouse, and customer-facing functions.

I am open to remote opportunities across operations, customer support, and order management where I can apply my data analysis, reporting, and problem-solving skills to reduce backlog, streamline workflows, and enhance customer satisfaction.

Experience

Work history, roles, and key accomplishments

Current

2nd Level Customer Support

Current

Commercey

Jan 2025 - Present (9 months)

Processed 200+ marketplace orders weekly with 99% accuracy, managed approvals, cancellations, returns and warranty claims, and resolved complex Zendesk tickets while meeting SLA targets.

Order Management Zendesk RMA Refunds Marketplace Operations Slack Google Workspace SLA Management

Player Support Agent

Amber

Jan 2024 - Jan 2025 (1 year)

Provided live player support for Sky: Children of the Light, resolved purchase and account issues, handled refunds and unfulfilled orders, and analyzed player data to identify root causes and trends.

Helpshift Zendesk Purchase Resolution Data Analysis Confluence Jira

Tech Support / Chat Host

Pragmatic Play

Jan 2021 - Jan 2024 (3 years)

Assisted players with accounts, gameplay and purchase queries, maintained Safer Gambling compliance, and processed sales and engagement data to inform promotional strategies.

Chat Support Customer Service & Compliance Data Analysis Zendesk Jira Confluence Microsoft Excel

Back Office Specialist

Blue Point Telecom

Jan 2013 - Jan 2021 (8 years)

Produced daily/weekly/monthly sales reports, managed large CRM and order databases, ensured accuracy of confirmations, stock and pricing, and supported departments with reporting solutions that reduced errors.