Corneliu Timbaliuc

Key Responsibilities & Achievements:

• Delivered high performance standards across multiple projects, working independently and in

collaboration with stakeholders.

• Achieved 97–99% quality across all BPO projects and maintained 99% personal quality as a QA.

• Facilitated regular calibration meetings to align stakeholders, maintain quality standards, and

provide actionable feedback.

• Disseminated policy updates and ensured efficient communication of policy questions between

internal and external teams.

• Conducted daily audits, analyzed errors, and provided detailed feedback to drive performance

improvements.

• Compiled and presented regular performance data reports to SMEs and management.

• Led root cause analyses (RCA) for escalations and proposed effective solutions.

• Identified areas for performance improvement across markets, proactively implementing solutions.

• Balanced efficient task delivery using platforms such as TCS and Rock Appeal.

• Supported and backfilled temporary market gaps to maintain continuity of operations.

• Performed queue moderation and participated in knowledge quizzes to strengthen policy

expertise.

• Designed and implemented training plans within agreed timelines

Supporting the SME team with a variety of duties, ranging from main queues to ad hoc assignments.

From March 2021 to September 2024

Policy Contact POC

• Policy Consultation Ownership: Streamlined the global policy consultation process by positioning QA as the primary point of contact, reducing dependencies on policy teams.
• Data-Driven Policy Iteration: Collected insights from queries to inform future policy updates, ensuring alignment and consistency across global teams.

Incident Response:

• Global Incident Management: Managed incidents globally by integrating a unified helpdesk, ensuring prompt initial response within 30 minutes.
• Real-Time Issue Tracking: Enabled quick incident response by creating dedicated communication channels, ensuring timely resolution.

High-Risk Report monitoring

• Performed deep-dive investigations into complex fraud cases, ensuring thorough examination and resolution.
• Prepared and presented comprehensive fraud analysis reports to senior management, enabling informed decision-making.
• Managed multiple projects simultaneously while adhering to tight deadlines.
• Quality Management System: Implemented Precision+, a structured workflow for task evaluation and error resolution, involving multiple stakeholders for higher accuracy and transparency.
• Improved Accuracy: Enhanced service quality by ensuring precise identification and resolution of discrepancies, with a focus on fairness and accountability through a comprehensive appeal process.

Performing training for new joiners and coaching sessions for bottom performers.

• Achieved positive feedback by effectively training and mentoring a total of 91 individuals comprising of Core-Ops agents, RIM associates, TL members, and QA experts from March 2021 onwards.
• Assisted in developing programs designed to educate employees on best practices when dealing with customers.
• Managed day-to-day operational activities related to vendors after the training provided by me.
• Trained new analysts on fraud detection tools, techniques, and best practices, fostering a knowledgeable team environment.
• Maintained up-to-date records of trainee progress and provided regular updates to the management team.
• Conducted onboarding sessions to orientate new staff members about company policies and procedures.
• Provided constructive feedback and positive reinforcement to keep trainees motivated.

From August 2020 to March 2021 :

• Identify opportunities to improve processes, protocols, and policies at scale.
• Distinguish and communicate emerging risks to management and cross-functional teams.

• Analyzed data from multiple sources to identify patterns of fraudulent activity.
• Researched emerging trends in fraud control technologies in order to recommend improvements.
• Investigated customer complaints regarding suspected fraudulent activities.
• Review the ad content and classify it according to TikTok Ads policies. Providing continuous support for relevant stakeholders through clear communication.

Searching for flagged apps in the Google Play Store using internal tools.

Maintained quality service by establishing and enforcing organization standards.

• Reviewed flagged apps in the Google Play Store using internal tools, with a focus on ensuring child safety and compliance with platform policies.
• Consistently met and exceeded KPIs and SLAs.
• Maintained high quality, speed, and accuracy in request processing.
• Provided feedback to clients to ensure continuous operations.
• Identified inefficiencies in workflow and recommended improvements.
• Reviewed and escalated violations using internal tools, contributing to a safer online environment for all users, including minors.