Luciana Osiceanu
Summary
Friendly and motivated professional with strong communication and problem-solving skills, and proven ability to manage customer interactions with empathy and efficiency. Possesses excellent adaptability and quick learning abilities, making a seamless transition into customer support. Aims to enhance customer satisfaction and drive positive outcomes for the organisation.
Overview
11
11
years of professional experience
Work history
Customer support specialist
Benivo
Remote
05.2024 - Current
- Provided multi-channel support to users, vendors, and clients through a ticketing system, email, Intercom Live Chat, and pre-booked video calls, ensuring a fast, reliable, and high-quality customer experience.
- Used Jira to identify, track, and escalate technical issues, collaborating closely with the tech team to implement platform improvements.
- Offered first-line technical support, assisting users with login issues, payments, expense submissions, allowances, onboarding and platform navigation.
- Investigated and identified the root cause of recurring issues to reduce future incidents and improve platform reliability.
- Actively collaborated with cross-functional teams, including Tech, Content, and Finance, to resolve complex issues and ensure seamless user experiences.
- Collected and analysed customer feedback from the platform, compiling reports to propose actionable solutions for enhancing the customer journey.
- Participated in operational projects focused on optimising processes and introducing new solutions to improve service delivery and overall customer satisfaction.
- Assisted users with payment-related queries and troubleshooting, ensuring accurate and timely issue resolution.
- Boots KPI and customer, vendor and client retention.
Csutomer Service Representative
Ventrica
Remote
08.2023 - Current
- Handling customer inquiries and resolving issues in a timely and professional manner.
- Providing personalised assistance to customers to ensure a positive experience.
- Managing high call volumes and ensuring customer satisfaction.
- Collaborating with team members to improve customer service processes.
- Maintaining accurate records of customer interactions and transactions.
- Comfort with using customer relationship management (CRM) software, Hubspot, ticketing systems, and other support tools.
- Data entry.
- Replying to tickets on social media
Delegate Sales/Support Executive
Rela8 Group/ TLC
Remote
02.2023 - 05.2024
- Grew repeat customer spending through regular updates on new products and services
- Maintained expert product knowledge for persuasive, reliable customer guidance
- Kept clear, detailed customer records to maximize future sales opportunities
- Provided clear, accurate quotes and estimates to prospective clients
- Facilitated smooth deliveries in line with customer requests
- Delivered outstanding after-sales care through regular communication with customers
- Lead Generation through LinkedIn, Microsoft Office
- Increased new business through strategic networking and cold calling
- Built rapport with new and existing customers to boost client retention
- Comfort with using customer relationship management (CRM) software Salesforce, ticketing systems, and other support tools.
- Managed executive calendars and scheduled appointments efficiently.
- Handled incoming calls and emails, providing professional and timely responses.
- Organized and maintained physical and digital filing systems for easy access to information.
- Customer support-Feedback calls to maximize and book a 1-2-1 meeting with vendor - zoom meetings.
Customer Support Executive
Free courses in England
Remote
07.2022 - 02.2023
- Ability to provide outstanding service, ensuring customer satisfaction and loyalty.
- Strong verbal and written communication skills for clear and effective customer interactions.
- Ability to attentively listen to customer concerns and questions, ensuring a thorough understanding of their needs.
- Capable of identifying, analyzing, and resolving customer issues promptly and effectively.
- In-depth understanding of the free courses offered, including content, benefits, and potential upsell opportunities.
- Skilled at promoting additional services or products, and convincing customers of the value of premium offerings.
- Comfort with using customer relationship management (CRM) software Hubspot, ticketing systems, and other support tools.
- Ability to manage and defuse conflicts, turning potential negative situations into positive outcomes.
- Managing multiple inquiries and tasks simultaneously without compromising service quality.
- Flexibility in handling change and the ability to quickly learn new products or services.
- Ensuring accuracy in customer communication, data entry, and follow-up actions.
- Efficiently prioritizing tasks and managing time to meet customer needs and company goals.
- Demonstrating genuine care and understanding for customer situations and concerns.
Customer Sales and Service Agent
The Network Group
Hybrid
01.2022 - 07.2022
- Lead Generation through LinkedIn and build a Pipeline
- Managed executive calendars and scheduled appointments efficiently.
- Handled incoming calls and emails, providing professional and timely responses.
- Organized and maintained physical and digital filing systems for easy access to information.
- Helping customers on the platform to navigate
- Comfort using customer relationship management (CRM) software, and other tools to support, such as Microsoft Office.
- Feedback calls to maximize and book a 1-2-1 meeting with the vendor - zoom meetings
- Maintained current knowledge of company products and services to accurately answer client questions and make appropriate recommendations
- Passed customer feedback to sales or product teams to make improvements on company offerings.
Customer Service Advisor
SITEL
Remote
02.2021 - 09.2021
- Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback
- Offered prompt solutions to maintain customer satisfaction
- Managed high-volume customer queries simultaneously through effective multitasking
- Adhered strictly to policies and procedures for continued company compliance
- Scheduled customer appointments and sent reminders to maintain an active schedule
- Comfort using customer relationship management (CRM) software, and other tools to support, such as Microsoft Office.
- Recorded and processed customer data accurately
- Registered and updated accurate customer information on database
- Liaised with team to develop strategies in improving customer service.
Marketing & Seo Executive
Digital Marketing & Sales Executive
Remote
09.2020 - 09.2021
- Growing organically pages on Facebook and Instagram
- Writing articles and SEO strategies for a Swedish casino company
- KPI's
- Building relationship, SEO Link-building
- Referrals
- Using Facebook groups to recruit students
- Customer support
- Helping customers with student finance process
- Helping with queries, email, phone, text, zoom meetings
- Harnessed customer-centric digital profiles to boost lead conversion and client experience
- Supported team members with content and campaign planning, boosting market coverage
- Analysed data from different sources to identify cross-selling and upselling opportunities
- Assessed campaign performance to identify opportunities for improvement.
Recruitment Consultant
PRS Recruitment
London
09.2020 - 01.2021
- Inbound and outbound calls
- Resourcing
- KPI's - billing 5 k in a month
- Payroll
- Compliance
- CRM systems
- Salesforce, Microsoft Office
- Review documents for compliance
- Invoices
- Review CV's.
Sales Executive
Expedite Consulting
London
02.2020 - 04.2020
- B2B conferences in the HR sector and software development; Calling clients and closing deals; Develop new business
- B2B conferences in the HR sector and software development; Calling clients and closing deals; Develop new business
- Made redundant because of the pandemic.
Sales Consultant
Luxury Cosmetics
11.2018 - 09.2019
- Face-to-face sales.
- Promoting luxury cosmetics and up-sell
- Excellent customer service
- Providing personalized assistance to customers to ensure a positive experience.
Marketing Executive
Ogooga LTD
Bucharest
10.2017 - 10.2018
- The company operates digital casino gaming platforms.
- Postings on social media (Twitter, Google+, Facebook, YouTube); Development of an SEO strategy, link building.
- Blog posting, HTML and CSS, basic knowledge to operate in WordPress.
- Film production and video editing for YouTube.
- To increase traffic on the Joc Aparat website and the Super Cazino YouTube Channel.
- Almost all of the videos that I have realized have over 40k visitors.
- Copywriting.
Customer Service Advisor
Qwerty Solutions
Bucharest
09.2016 - 09.2017
- Answer phone calls and record information in the database using specific programs to improve a website
- Technical customer support
- To record customer satisfaction with requests submitted
- KPI's
- CRM systems
- Data Entry
- Administrative duties
- Sell government recycling schemes to colleges, schools, and universities.
PR Executive
Prime Romania
Bucharest
01.2016 - 01.2017
- PR event “Vlogging vs Blogging”
- Organizing the marketing materials, copywriting
- Calling business for promotion.
Radio Journalist
Radio Timisoara
Timisoara
01.2015 - 01.2016
- Participation in press conferences (domestic violence in Macedonia, waste and environment); Interview: Holiday fair (in English and translated in Romanian); Radio Production: Interactive party, broadcast Saturday at 10:00 p.m H; Focus on and personal responsibility: Romanian commercial music 2016; TVRTimisoara.
Education
Higher National Diploma - Product Design
Link Academy
City of LondonCommunication & Public Relations -
West University of Timisoara
TimisoaraDiploma of Higher Education - HRM
University of London
Master - Advertising MasterMarketing & Advertising
National School of Political and Administrative Studies SNSPA
Skills
- Customer Retention Strategies
- Live Chat support
- Excel proficiency
- Problem-Solving
- Customer Retention Tactics
- System Implementation
- Customer Needs Analysis
- Support Trend Analysis
- Customer Feedback Management
- Support Ticket Reporting
- Report Analysis
- Customer Service and Support
- Understanding of KPIs
- Patience and composure
- Remote support tools
- Find solutions under pressure
- Billing systems
- Social media monitoring
- Client relationship building expertise
- CRM Software proficiency
- IT troubleshooting
Timeline
Customer support specialist
Benivo
05.2024 - Current
Csutomer Service Representative
Ventrica
08.2023 - Current
Delegate Sales/Support Executive
Rela8 Group/ TLC
02.2023 - 05.2024
Customer Support Executive
Free courses in England
07.2022 - 02.2023
Customer Sales and Service Agent
The Network Group
01.2022 - 07.2022
Customer Service Advisor
SITEL
02.2021 - 09.2021
Marketing & Seo Executive
Digital Marketing & Sales Executive
09.2020 - 09.2021
Recruitment Consultant
PRS Recruitment
09.2020 - 01.2021
Sales Executive
Expedite Consulting
02.2020 - 04.2020
Sales Consultant
Luxury Cosmetics
11.2018 - 09.2019
Marketing Executive
Ogooga LTD
10.2017 - 10.2018
Customer Service Advisor
Qwerty Solutions
09.2016 - 09.2017
PR Executive
Prime Romania
01.2016 - 01.2017
Radio Journalist
Radio Timisoara
01.2015 - 01.2016
Higher National Diploma - Product Design
Link Academy
Communication & Public Relations -
West University of Timisoara
Diploma of Higher Education - HRM
University of London
Master - Advertising MasterMarketing & Advertising
National School of Political and Administrative Studies SNSPA
Similar Profiles
MAMIKON MNATSAKANYANMAMIKON MNATSAKANYAN
Senior Software Engineer at BenivoSenior Software Engineer at Benivo
Daniel BirdDaniel Bird
Senior Customer Support Specialist/Customer Support Specialist at Berkheimer Automotive Paint & SupplySenior Customer Support Specialist/Customer Support Specialist at Berkheimer Automotive Paint & Supply
Ryan WileyRyan Wiley
Customer Support Specialist/IT Technical Support Specialist at B2DatastreamCustomer Support Specialist/IT Technical Support Specialist at B2Datastream
Cindy ChretienCindy Chretien
Customer Support Specialist/Customer Service Email Specialist at True.comCustomer Support Specialist/Customer Service Email Specialist at True.com
Hemanth B UHemanth B U
Sr. Customer Support L1/Technical Customer Support Specialist at KinfoTech Pvt LtdSr. Customer Support L1/Technical Customer Support Specialist at KinfoTech Pvt Ltd