Dumitrana Nicoleta Andreea
Bucharest
Summary
Results-driven professional with expertise in ticketing, automation, and project management systems. Strong background in data reporting, strategy execution, and resource management. Experienced in fraud operations, risk management, and process optimisation. Focused on mentoring teams and enhancing organisational efficiency through targeted training and performance improvement initiatives.
Overview
2
2
Languages
4
4
years of post-secondary education
9
9
years of professional experience
Work history
Fraud Operations Team Leader
Booking.com (contracted through Infosys BPM)
Bucharest
2022.01 - 2026.07
- Lead a team of fraud analysts responsible for investigations, escalations, workload management, and service level adherence.
- Act as the primary escalation point for complex cases, ensuring timely resolution and appropriate stakeholder engagement.
- Drive process improvements and automated workflows using Swimlane, Tines, SQL reporting, enhancing operational efficiency.
- Review analyst investigations, identify gaps in evidence or documentation, and provide coaching to improve decision quality.
- Collaborate with Product, Analytics, Legal, Compliance, and Risk teams to investigate emerging threats and strengthen controls.
- Develop and maintain operational procedures, workflows, knowledge articles, and investigation playbooks.
- Manage workforce planning, queue prioritization, shift coverage, and operational performance monitoring.
- Produce reports and analysed trends to identify emerging risks and operational bottlenecks, informing strategic enhancements.
- Lead onboarding and development initiatives to enhance analyst readiness and strengthen team capability.
Team Manager
Nobel
Bucharest
2020.04 - 2021.12
- Led an international customer support team, overseeing performance, coaching agents, and driving improvements through regular quality checks and feedback.
- Managed critical escalations and collaborated with cross-functional teams to identify root causes and improve service quality.
- Created performance reports and streamlined KPI tracking, enhancing visibility into customer satisfaction, resolution time, and escalations.
- Designed and delivered training programs—both for onboarding and skill development—focused on upselling, communication, and conflict resolution.
- Analysed customer feedback to inform product improvements and enhance overall customer experience.
Senior Customer Support specialist
Nobel
2017.06 - 2020.04
- Delivered empathetic, multi-channel support (chat, email, phone) for technical errors, payments, and account inquiries, enhancing customer satisfaction.
- Collaborated with compliance, product, and engineering teams to resolve complex cases, streamlining processes and improving user experience.
- Analysed support trends, recurring issues, and compliance risks through report production, guiding process improvements.
- Delivered technical assistance, onboarding guidance, and front-end fraud prevention aligned with KYC/AML standards.
Education
Bachelor - Management
Artifex University
Bucharest 2024.09 - 2026.07
Bachelor - Marketing
ASE University
Bucharest 2016.09 - 2018.06
Skills
- Fraud detection
- Risk & Compliance
- Risk assessment
- Process & Operations
- Process mapping
- Ticketing & Automation Systems: Swimlane, Tines, Zendesk
- BI & Analytics Tools: Tableau, Excel (Advanced), SQL
- Data visualisation
- Project Management Tools: Asana, Jira, Trello
- Workforce planning
- Backlog allocation
- Strategy & Project Execution
- Project execution
- Microsoft Office Suite: Excel, PowerPoint, Word
- Onboarding programs
- Mentoring
- People & Performance Leadership
Languages
English
Proficient (C2)
French
Intermediate
Accomplishments
Fraud Awareness Workshop – Magis Mundi Program
Presenter & Workshop Facilitator
•Delivered a workshop on emerging fraud trends to an external audience as
part of a talent development initiative.
09/2024 – 10/2024
•Created a comprehensive presentation focused on identifying and
mitigating fraud in customer interactions, incorporating real-world
examples and actionable strategies.
•The session received highly positive feedback for clarity and relevance. As
a result, several attending interns were successfully hired, having
leveraged the knowledge gained during the session.
Customer Service Workshops
Creator & Trainer
•Designed and led interactive workshops focused on handling difficult
customer interactions effectively.
06/2020 – 10/2021
•Developed training content for cross-selling and upselling techniques
tailored to frontline employees.
•Supported improved customer satisfaction and increased upsell success
rates through practical scenario-based training.
Learning & Development and Rewards Redesign
Internal Department Initiative
•Collaborated on redesigning the Learning & Development framework and
the reward structure within the department.
03/2021 – 07/2021
•Conducted needs assessments, proposed new training paths, and
supported implementation of revised incentive models aimed at boosting
engagement and retention.
•Developed comprehensive training materials used by agents during the
program to ensure consistency, clarity, and alignment with updated
performance expectations.
References
References available upon request.
Projects
Fraud Awareness Workshop – Magis Mundi Program, Presenter & Workshop Facilitator
Delivered a workshop on emerging fraud trends to an external audience as part of a talent development initiative., Created a comprehensive presentation focused on identifying and mitigating fraud in customer interactions, incorporating real-world examples and actionable strategies., The session received highly positive feedback for clarity and relevance. As a result, several attending interns were successfully hired, having leveraged the knowledge gained during the session., Due to the workshop’s success, I was invited to return as a speaker for this year’s program.
2024 – 2025
Customer Service Workshops
Creator & Trainer, Designed and led interactive workshops focused on handling difficult customer interactions effectively., Developed training content for cross-selling and upselling techniques tailored to frontline employees., Supported improved customer satisfaction and increased upsell success rates through practical scenario-based training.
06/2020 – 10/2021
Learning & Development and Rewards Redesign, Internal Department Initiative
Collaborated on redesigning the Learning & Development framework and the reward structure within the department., Conducted needs assessments, proposed new training paths, and supported implementation of revised incentive models aimed at boosting engagement and retention., Developed comprehensive training materials used by agents during the program to ensure consistency, clarity, and alignment with updated performance expectations.,
03/2021 – 07/2021
Timeline
Bachelor - Management
Artifex University
2024.09 - 2026.07
Fraud Operations Team Leader
Booking.com (contracted through Infosys BPM)
2022.01 - 2026.07
Team Manager
Nobel
2020.04 - 2021.12
Senior Customer Support specialist
Nobel
2017.06 - 2020.04
Bachelor - Marketing
ASE University
2016.09 - 2018.06