Professional Customer Support & Success SpecialistCornelia Ilincariu
Customer Support & Quality Assurance specialist (6+ years) delivering fast, accurate multi‑channel support (email/chat/phone) for international teams. I provide resolution reports, CRM‑ready communication logs, and QA/process improvements (SOPs, training guides) that reduce escalations, speed response times, and raise customer satisfaction. Tool‑agnostic and quick to adopt Zendesk, Intercom, Freshdesk, HubSpot—reliable from day one.
What's included
Customer Support Resolution Report
Clear, well-structured summary of all customer inquiries resolved (email, chat, calls), including resolution details, response-time metrics, escalation handling, and customer satisfaction notes.
Quality Assurance Review & Action Plan
Comprehensive QA evaluation of customer interactions and templates, with scored examples, root-cause insights, and an actionable improvement plan (SOP/training guide updates) to improve workflow efficiency and customer satisfaction
Organized Communication Logs (CRM-ready)
Searchable, timestamped record of all customer communications (tickets, email, chat, calls) with follow-ups and status tracking, formatted for easy hand-off and CRM/helpdesk use (e.g., Zendesk, Intercom, Freshdesk, Gorgias, HubSpot).
FAQs
Yes. I’m tool-agnostic and adapt fast to Zendesk, Intercom, Freshdesk, Gorgias, HubSpot, or internal CRMs.
Within 24–48 hours after access. Day 1 I set up reply templates and the communication log so we move immediately.
Native Romanian, fluent English, conversational Spanish.
Based in Bucharest (EET) with flexible availability (30+ hrs/week). Weekend or off-hours by agreement
Yes—if VoIP access is provided. Otherwise I can focus on email/chat and social messaging.
First Response Time, Resolution Time, CSAT/feedback trends, and escalation rate—reported weekly.
I can sign an NDA. I follow GDPR-style practices, use 2FA where available, and don’t store sensitive data outside client tools.
A Resolution Report, CRM-ready Communication Logs, and a QA Review & Action Plan (with SOP/training updates if needed).
Absolutely—a 5–10 hour or ~25-ticket pilot is perfect to validate fit and workflow.
Starting at$21 /hr
Tags
Freshdesk
Gorgias
HubSpot
Intercom
Zendesk
Community Support Specialist
Customer Success Manager
Customer Support Representative
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Cornelia Ilincariu Bucharest, Romania
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Professional Customer Support & Success SpecialistCornelia Ilincariu
Starting at$21 /hr
Tags
Freshdesk
Gorgias
HubSpot
Intercom
Zendesk
Community Support Specialist
Customer Success Manager
Customer Support Representative
Customer Support & Quality Assurance specialist (6+ years) delivering fast, accurate multi‑channel support (email/chat/phone) for international teams. I provide resolution reports, CRM‑ready communication logs, and QA/process improvements (SOPs, training guides) that reduce escalations, speed response times, and raise customer satisfaction. Tool‑agnostic and quick to adopt Zendesk, Intercom, Freshdesk, HubSpot—reliable from day one.
What's included
Customer Support Resolution Report
Clear, well-structured summary of all customer inquiries resolved (email, chat, calls), including resolution details, response-time metrics, escalation handling, and customer satisfaction notes.
Quality Assurance Review & Action Plan
Comprehensive QA evaluation of customer interactions and templates, with scored examples, root-cause insights, and an actionable improvement plan (SOP/training guide updates) to improve workflow efficiency and customer satisfaction
Organized Communication Logs (CRM-ready)
Searchable, timestamped record of all customer communications (tickets, email, chat, calls) with follow-ups and status tracking, formatted for easy hand-off and CRM/helpdesk use (e.g., Zendesk, Intercom, Freshdesk, Gorgias, HubSpot).
FAQs
Yes. I’m tool-agnostic and adapt fast to Zendesk, Intercom, Freshdesk, Gorgias, HubSpot, or internal CRMs.
Within 24–48 hours after access. Day 1 I set up reply templates and the communication log so we move immediately.
Native Romanian, fluent English, conversational Spanish.
Based in Bucharest (EET) with flexible availability (30+ hrs/week). Weekend or off-hours by agreement
Yes—if VoIP access is provided. Otherwise I can focus on email/chat and social messaging.
First Response Time, Resolution Time, CSAT/feedback trends, and escalation rate—reported weekly.
I can sign an NDA. I follow GDPR-style practices, use 2FA where available, and don’t store sensitive data outside client tools.
A Resolution Report, CRM-ready Communication Logs, and a QA Review & Action Plan (with SOP/training updates if needed).
Absolutely—a 5–10 hour or ~25-ticket pilot is perfect to validate fit and workflow.
$21 /hr