Open to opportunities

Madalina Puscalau

@madalinapuscalau

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Customer Operations Specialist with expertise in digital onboarding.

Zimbabwe

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What I'm looking for

I am looking for a role that values customer-centric approaches and offers opportunities for growth.

I am a dedicated Customer Operations and Digital Onboarding Specialist with a Bachelor of Psychology, specializing in digital customer onboarding. My experience includes managing over 100 applications daily while maintaining an impressive accuracy rate of 98%. I thrive in remote environments, leveraging my psychology background to understand customer behavior and needs, which enhances my ability to deliver exceptional service.

Throughout my career, I have developed a strong foundation in customer operations, from conducting identity verifications to mentoring new team members. My previous roles have equipped me with the skills to resolve customer inquiries efficiently using platforms like Zendesk and Slack, ensuring high customer satisfaction scores. I am recognized for my ability to stay calm under pressure and transform complex challenges into straightforward solutions.

As I look to advance my career, I am eager to bring my blend of technical expertise and interpersonal skills to a remote customer service or operations role. I am committed to continuous improvement and am excited about the opportunity to contribute to a dynamic team.

Experience

Work history, roles, and key accomplishments

Current

Customer Operations & Digital Onboarding Specialist

Current

Starling Bank

Jan 2023 - Aug 2024 (1 year 7 months)

Specialized in digital customer onboarding, managing over 100 applications daily with a 98% accuracy rate. Conducted identity verifications and account setups adhering to KYC and AML regulations. Mentored new team members and resolved customer inquiries through Zendesk and Slack, achieving high satisfaction scores.

Onboarding KYC AML Customer Service Zendesk Slack Mentoring Remote Work Problem Solving

Sales Advisor

Eurochange

Jan 2022 - Jan 2023 (1 year)

Delivered excellent customer service as the first point of contact via phone, email, and in-person. Increased sales by identifying customer needs and ensuring compliance with company policies through meticulous record-keeping.

Customer Service Sales Data Analysis Microsoft Excel Communication Problem Solving Team Collaboration

Customer Host

Grosvenor Casinos

Aug 2019 - Jan 2022 (2 years 5 months)

Provided high-quality customer service in a fast-paced casino environment, conducting KYC checks and ensuring compliance with AML protocols. Assisted with operational issues to enhance user experience.

Customer Service KYC AML Problem Solving Multitasking Communication Team Collaboration Reporting Microsoft Excel

Receptionist

FatFace

Jan 2019 - Feb 2019 (1 month)

Managed sign-in procedures and data entry tasks in a busy office environment. Oversaw administrative tasks and supported onboarding processes for new employees.

Data Entry Microsoft Excel Customer Service Onboarding Security Protocols Communication Team Collaboration

Assistant Sales Manager

Betfred

Nov 2017 - Jan 2019 (1 year 2 months)

Managed customer bets and queries efficiently while promoting marketing offers. Oversaw store operations and conducted sales trend analysis to optimize strategies.