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Tanasa Laurentiu

@tanasalaurentiu

Customer Support Representative at CGS on the Verizon Project, troubleshooting service issues and resolving customer account needs.

United Kingdom

Message

At CGS on the Verizon Project, I handle customer questions about accounts, outages, device setup, billing, and plans. I troubleshoot service and technical issues, process account changes, and escalate cases when needed.

At SCC London, I supported customers remotely across phone, email, and live chat, maintaining a 95–96% CSAT rating over 12 months. I also trained new staff on Zendesk and created knowledge base articles to support first-contact resolution.

As a self-employed E-commerce Consultant, I set up Shopify stores and built e-commerce websites for small business clients. I also researched products and created digital advertising campaigns and product descriptions.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Representative

Current

CGS (Verizon Project)

Jan 2026 - Present (9 months)

Handled inbound calls, chats, and emails regarding accounts, service outages, device setup, billing, and plan features. Troubleshot device, network, and service issues using diagnostic tools and structured scripts.

Customer Service Troubleshooting CRM Zendesk Salesforce Live Chat Email Support KPIs CSAT

E-commerce Consultant (Self-Employed)

Independent

Jan 2022 - Jan 2026 (4 years)

Set up and managed Shopify stores, including Amazon FBA implementation, for small business clients. Built e-commerce websites end-to-end, from concept through to launch.

Shopify Amazon FBA Ecommerce Digital Advertising Product Research Copywriting Customer Service

Customer Support Representative (Remote)

SCC London

Jan 2020 - Jan 2022 (2 years)

Handled up to 60 customer queries per day across phone, email, and live chat. Resolved technical and account issues, maintaining a 95–96% customer satisfaction (CSAT) rating over 12 months.

Customer Service Zendesk Live Chat Email Support Technical Support Training Knowledge Base CSAT

Assistant Restaurant Manager / Restaurant Manager

Inamo Restaurants

Jan 2019 - Jan 2020 (1 year)

Oversaw day-to-day service operations, ensuring smooth and efficient running of the restaurant. Prepared staff rotas, managed cash-out reporting, and delegated tasks according to service demands.

Restaurant Management Staff Scheduling Cash Handling Team Leadership Reporting Menu Development

Evening Supervisor / Duty Manager

GEC (Good Eating Company) – Nomura

Jan 2018 - Jan 2019 (1 year)

Ensured smooth, high-quality delivery of catering services at the Nomura site. Managed the Systopia payment system and coordinated stock orders with the General Manager.

Catering Management Team Leadership Payment Systems Stock Management Customer Feedback

Supervisor

Duck & Waffle (Samba Brands)

Jan 2016 - Jan 2018 (2 years)

Delivered consistently outstanding customer service in a fast-paced, high-end environment. Trained and developed new team members and ensured compliance with fire, health, and safety regulations.

Customer Service team training Cash Handling Health and Safety Compliance Communication Skills

Account Manager

Profit Point

Oct 2014 - Jan 2015 (3 months)

Delivered Forex and IT support to clients, executing currency trading on MetaTrader 4 & 5. Conducted market analysis and research to inform trading strategy.

Forex Trading Meta Trader 4 Meta Trader 5 Market Analysis Customer Support IT Support

Education

Degrees, certifications, and relevant coursework

London Academy of Trading

Level 5 Diploma, Applied Financial Trading

Level 5 Diploma in Applied Financial Trading, with advanced technical analysis training and practical trading strategies from experienced professional traders.

Alexandru Ioan Cuza University

BA, Economics and Business Administration

BA in Economics and Business Administration (Management), covering management, economics, marketing, supply chain management, project management, statistics and organisational management.