Summary
Overview
Work History
Education
Skills
Technical skills
Languages
Hobbies and Interests
References
Timeline
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Iana Dropca

Dublin

Summary

Organized individual with a track record of delivering excellent customer service. Possesses exceptional communication and organizational skills, a strong aptitude for problem-solving, and the ability to troubleshoot and diagnose complex issues. Committed to providing outstanding customer service and promoting a positive customer experience.

Overview

9
9
years of professional experience

Work History

Senior Partner Operations Associate

Accenture
Dublin
06.2022 - 11.2023
  • Delivering high-touch technical support to Direct and Large partners, ensuring customer satisfaction and issue resolution
  • Utilizing internal tools, logs, and data for efficient issue identification and troubleshooting
  • Resolving issues promptly and maintained daily reports on agent productivity
  • Mentoring new agents to enhance their performance and maintaining a database of verified cases for knowledge sharing.

Partner Operations Associate

Accenture
Dublin
02.2020 - 06.2022
  • Delivering comprehensive technical support to partners, covering a wide range of topics, including video uploads, channel management, monetization, and other product-related technical issues
  • Prioritizing high user satisfaction and service quality
  • Conducting partner education sessions to keep them informed about new features and product updates
  • Promptly escalating any issues, providing all necessary and pertinent information, and making dedicated efforts to resolve them in a timely manner.

Customer Operations Associate

Accenture
Dublin
09.2018 - 02.2020
  • Assisting customers with inquiries related to paid content, including subscriptions, movies, TV shows, and more
  • Educating customers about supported devices, purchase processes, and product features
  • Troubleshooting issues with users, processing their suggestions, and escalating any problems, bugs, or feedback to ensure continuous improvement in the user experience
  • Analyzing unauthorized purchases and fraudulent transactions, and processing refunds following established workflows.

Account Manager

MICB Bank
Chisinau
10.2015 - 08.2018
  • Processing international transactions in accordance with internal policies and regulations
  • Providing personalized customer service, offering guidance on online banking applications
  • Ensuring the accuracy of incoming and outgoing cash documentation and identification
  • Conducting audits to maintain precision in transactions and accounts, promptly resolving any errors that arise.

Front Desk Clerk

DACIA Hotel
Chisinau
09.2014 - 09.2015
  • Responding to guest inquiries and addressing concerns courteously and promptly
  • Managing the front desk area, keeping it organized and handling mail, messages, and deliveries
  • Allocating rooms to guests based on preferences and availability, and maintaining room occupancy records
  • Processing guest payments, maintaining financial records, and providing receipts as required.

Education

Finance And Banking In Bachelor -

Academy Of Economic Studies
Chisinau
06.2015

Tourism Bachelor -

National Commercial College
Chisinau
06.2012

Skills

  • Adaptability
  • Customer Service
  • Ability to Work Under Pressure
  • Communication Skills
  • Attention to Detail
  • Self motivation
  • Reliability
  • Research Skills
  • Problem-solving
  • Critical thinking

Technical skills

  • MS Office
  • Gmail, Google Analyitcs, AdSense, GoogleAds

Languages

  • Russian
  • Romanian
  • English

Hobbies and Interests

  • Sport
  • Baking
  • Travelling
  • Photo and video

References

References available upon request

Timeline

Senior Partner Operations Associate

Accenture
06.2022 - 11.2023

Partner Operations Associate

Accenture
02.2020 - 06.2022

Customer Operations Associate

Accenture
09.2018 - 02.2020

Account Manager

MICB Bank
10.2015 - 08.2018

Front Desk Clerk

DACIA Hotel
09.2014 - 09.2015

Finance And Banking In Bachelor -

Academy Of Economic Studies

Tourism Bachelor -

National Commercial College

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Iana Dropca