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Stefan Lica

@stefanlica

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Customer care expert at eMAG resolving over 85% of requests at first contact while maintaining 96%+ QA.

Romania

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What I'm looking for

I’m looking for a role where I can put my attention to detail, energy, and desire to learn to work in an environment with new challenges.

At eMAG, I process 30–40 tickets and complex requests daily, maintaining a 4.2/5 customer satisfaction score and quality scores above 96%.

I resolve more than 85% of requests at first contact and keep escalations below 8%, using EIS, Salesforce, and Microsoft Outlook to process and prioritize requests.

At VODAFONE, I handled more than 90 daily interactions across calls, WhatsApp, chat, and social media. I was promoted from Call Center Operator to digital support, where I addressed escalations and complaints.

At Medicover, I managed patient calls and appointments across medical specialties, updating records in internal CRM systems and Mediatel. I also supported administration and property database updates as an intern at Galaxy Imobiliare H Partener.

Experience

Work history, roles, and key accomplishments

Current

Expert customer care

Current

eMAG

Oct 2024 - Present (2 years)

Processed 30-40 complex tickets daily, maintaining a customer satisfaction score of 4.2/5 and a quality score above 96%. Resolved over 85% of requests at first contact, keeping escalation rate under 8%.

CRM EIS Salesforce Outlook Customer Support Complaint Resolution Time Management

Intern – Suport administrativ și baze de date

Galaxy Imobiliare H Partener

Oct 2023 - Sep 2025 (1 year 11 months)

Provided support in organizing administrative activities and updating the real estate property database. Assisted the management team with internal communication, primary market analysis, and document drafting.

Administrative Support Database Management Communication Skills Market Analysis

Operator Call Center

Medicover

Mar 2024 - Jul 2024 (4 months)

Managed high call volumes, coordinating patient appointments and cancellations across multiple medical specialties. Ensured empathetic, professional, and confidential communication with high case closure rates.

CRM Mediatel Customer Relationship Management Customer Orientation Communication Skills

Operator Social Media & Call Center

Vodafone

Mar 2023 - Mar 2024 (1 year)

Promoted from Call Center Operator to digital support division due to excellent operational performance. Managed over 90 daily interactions across calls, WhatsApp, chat, and social media, optimizing average handling time.

Avaya Mediatel CRM Customer Relationship Management Customer Orientation Communication Skills Negotiation Sales