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EXPERIENCE

June 2022– Present
Employment • Customer Success Head Manager • Digital Group

• Oversee and lead a team of 10 customer service operators, ensuring their success and performance.
• Conduct weekly assessments to monitor the quality of customer service and track key business KPIs.
• Analyze and address communication issues and challenges faced during interactions with clients.
• Proactively identify and resolve customers' concerns to enhance satisfaction and prevent future difficulties.
• Develop and execute interactive campaigns to engage and retain customers effectively.
• Deliver training sessions to enhance the skills and capabilities of customer service operators.
• Optimize daily work processes and procedures to increase overall efficiency.
• Collaborate with cross-functional departments to manage and execute joint projects.
• Specialize in handling difficult customer situations and providing effective solutions.
• Organize and streamline work procedures to improve overall productivity.
• Maintain effective communication channels between customers and the company.
• Prepare technical requirements for the Development (DEV) department and coordinate site updates with designers.

January 2021– March 2022
Employment • Project Manager • Utilities One (MD Office “Useful Software” SRL)

• Supervised the entire project execution process from engineering work to the preparation of the necessary documentation for the client.
• Organized and optimized different work procedures and processes.
• Negotiations with the foreign clients and employees.
• Monitored the daily work of teams of technicians and maintained databases.
• Performed engineering-related calculations and drawing/design work.

June 2020– July 2020
Internship • Urban planner • Private Construction Company SRL "VIA - GRUPPROIECT"

• Created and designed prints of a residential zone.
• Addressed the issue of accesses to apartment complex.
• Designed industrial zone rearrangement.

June 2019– July 2019
Internship • Project Engineer • Mayoralty of Chisinau

• Documentation management.
• Worked with topographic maps.
• Worked with cadastral database and online GIS services (ArcGIS, AutoCAD Map 3D, geoportal).

EDUCATION

Master Degree September 2021- February 2023
Technical University of Moldova, Chisinau
Faculty of Urbanism and Architecture
Specialty Roads, Materials and Mechanization in construction

Bachelor Degree September 2017- June 2021
Technical University of Moldova, Chisinau
Faculty of Urbanism and Architecture
Specialty Urban and Rural Planner

SKILLS

• Experience in organizing and managing projects
• Analytical thinking
• Adaptability and multitasking
• Active, hardworking, heightened responsibility, punctual
• Confident PC and AutoCAD user
• Excellent communication skills, coupled with emotional intelligence
• Goal-oriented
• Eager to learn
• Strong teamwork skills
• Consistent patience and empathy

LANGUAGES

• Russian Native
• Romanian Fluent
• English Fluent
• Ukrainian Elementary