Braşov, Romania
Versatile professional with experience in QA engineering, technical support, and customer success. I specialize in improving user experience, resolving complex issues, and maintaining high performance standards while ensurning customer satisfaction (97% SLA compliance). Worked across cross-functional teams, contributing to product quality, customer satisfaction, and operational efficiency. Currently open to new opportunities in Customer Success, Operations, and tech-related roles where I can grow and make an impact.
Focused on improving software quality and ensuring smooth, reliable product releases through structured testing and collaboration across teams. Experience working across Acceptance, End-to-End, Functional, Performance, Regression, Sanity, and Smoke testing to help reduce post-release defects by ~34%. I build API tests using Postman, helping reduce manual testing effort by ~40% and improving overall efficiency in the release process. I enjoy working closely with Developers and Product, to identify critical issues early and improve release stability. My key strength lies in proactively finding issues before production and contributing to more stable, high-quality product releases.
Responsable of resolving ~10 technical tickets daily while maintaining ~97% SLA compliance. Reduced average resolution time by ~20% through efficient troubleshooting, escalation, and root-cause analysis. Provided multi-channel customer support via email, phone, and Zoom, contributing to improved customer satisfaction. I collaborated closely with internal teams to resolve complex product issues more efficiently and strengthen overall service quality. During this role, I built strong technical expertise through hands-on problem-solving and continuous learning via certifications and real-world support scenarios. Key Achievement: Maintained top SLA performance while handling high-complexity cases
Handled 50+ support requests daily while maintaining high service quality and fast response times. Reduced recurring issues by analyzing system logs and identifying common patterns in user-reported problems. Created and maintained technical documentation to improve team efficiency and accelerate onboarding. Communicated technical concepts clearly to non-technical users, improving issue resolution success. Ensured SLA compliance and timely resolution of tickets across multiple systems. Key Achievement: Recognized as a reliable high-volume contributor balancing speed and quality.
Created technical documentation that improved user understanding and reduced support queries; Supported Salesforce implementation, contributing to improved workflow efficiency; Delivered presentations to stakeholders, increasing visibility of service improvements. Key Achievement: Improved internal knowledge sharing and client facing notice releases.
Consistently met or exceeded monthly sales targets by 10–15%; Increased upselling success rate by identifying customer needs effectively; Delivered high-quality customer service, contributing to repeat business and customer loyalty.