Viorela Cetean
@viorelacetean
Customer support specialist with 5+ years resolving payments, security, and shipping issues in fast-paced teams.
RomaniaWhat I'm looking for
I’m a Customer Service Representative with over 5 years of experience in fast-paced environments such as Amazon and Revolut. I specialize in issue resolution across card payments, account security, and shipping & delivery operations, with a strong focus on customer satisfaction.
In my current and recent roles, I investigate and resolve payment incidents, handle sensitive account security cases (including suspicious calls and phishing), and collaborate with internal teams to drive efficient resolutions. I’m also experienced in resolving driver and customer issues to support on-time delivery, and in updating delivery details to prevent repeat problems.
I bring clear communication and calm problem-solving through daily conflict resolution, patience, and de-escalation. I’ve supported new hires through training and mentoring, providing fast and logical solutions while delivering clear explanations of policies and processes.
Experience
Work history, roles, and key accomplishments
Specialist Support
Revolut Ltd
Apr 2025 - Jul 2025 (3 months)
Provided card payments customer support via phone, investigating and resolving card-related transaction and payment incidents. Handled sensitive account security cases (suspicious calls and phishing) and collaborated with internal teams to ensure efficient resolutions.
Shipping & Delivery Support Associate
Amazon Development Center
Jun 2021 - Apr 2025 (3 years 10 months)
Resolved driver and customer issues to ensure on-time delivery of packages. Updated delivery details (geo-coordinates and address notes) to prevent future issues and used conflict resolution and de-escalation daily.
Subject Matter Expert - Shipping Support
Amazon Development Center
Dec 2021 - Feb 2022 (2 months)
Supported new hires during live contact scenarios by delivering clear explanations of shipping & delivery policies and processes. Provided fast, logical solutions to customer inquiries.
Customer Service Rep (Spanish)
Amazon Development Center
May 2020 - Jun 2021 (1 year 1 month)
Assisted customers in Spanish via phone and email, resolving account issues. Managed multiple internal tools and communication channels and escalated policy and quality concerns to managers in a timely manner.
Housekeeper
Grand Casino Hotel Mille Lacs
Jun 2019 - Oct 2019 (4 months)
Performed daily hotel housekeeping duties, including room resets and cleaning, to meet service standards. Reported and returned lost guest items.
Education
Degrees, certifications, and relevant coursework
Babes-Bolyai University
Bachelor’s Degree in Communication Sciences, Communication Sciences - Journalism
2015 - 2018
Earned a Bachelor's degree in Communication Sciences with a Journalism focus from Babes-Bolyai University from 2015 to 2018.
Availability
Location
RomaniaAuthorized to work in
Social media
Job categories
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