Larisa Gabriela Moldoveanu

• Partner with enterprise clients on a project basis to provide focused support and improve their overall experience with our platform. • Conduct in-depth health checks to identify recurring issues and root causes, ensuring long-term solutions instead of short-term fixes. • Maintain regular communication with clients to proactively catch potential problems and offer tailored recommendations. • Apply technical expertise from my years in Technical Support, while continuing to grow in areas like customer relationship management and strategic communication. • Act as a bridge between customers and cross-functional teams including Support, Product, and Engineering to align priorities and ensure seamless collaboration. • Manage high-priority escalations, coordinate issue resolution, and keep internal and external stakeholders aligned throughout. • Lead client calls, internal syncs, and remote workshops to strengthen product knowledge and help clients get the most value from our tools.

• Resolved L2 customer tickets via Zendesk, focusing on technical troubleshooting. • Used Postman APIs to perform account changes and configuration updates as requested by the customer. • Investigated and troubleshot document processing failures on our platform and Babelway (integration and transformation tool for XML, UBL, EDIFACT formats). • Analyzed Splunk logs and replicated issues to identify root causes, escalated bugs via JIRA with detailed technical documentation. • Ran basic SQL queries to validate data and support issue analysis. • Manipulated large datasets in Excel/CSV for bulk updates and data clean-up. • Trained and coached new team members, contributed internal documentation to improve knowledge sharing.

• Investigated and resolved L1 tickets via Zendesk, primarily by guiding users on how to navigate and use the platform effectively. • Fixed basic configuration errors and triaged tickets to appropriate teams for advanced resolution. • Troubleshot failed documents using platform UI and middleware tools (XML/UBL 2.0). • Identified platform malfunctions and raised JIRA tickets for internal tracking. • Contributed to queue management, prioritized escalations, and collaborated with teammates to meet SLA goals.

Intensive full-stack course that helped me develop expertise in JavaScript, React, Node.js and web development by building intuitive and dynamic applications.

• Delivered new hire and sales training programs, updating curricula and assessments as needed. • Designed engaging training materials, including quizzes, presentations, and handouts. • Organized 1:1 coaching sessions and training refreshers based on team needs. • Participated in regular calls with clients and internal stakeholders to align goals and progress. • Created tailored development plans to improve agent performance and meet KPIs.

• Evaluated agent-client interactions based on a dedicated quality framework. • Provided constructive feedback and assisted agents in setting and achieving SMART goals. • Compiled monthly reports to celebrate positive customer feedback and motivate teams. • Authored a QA manual to clarify expectations and improve consistency across evaluations.

• Managed inbound calls in Spanish and English, providing sales and service assistance to travel agents and guests. • Consistently achieved sales targets for cruises and onboard packages. • Assisted customers in managing reservations, adding/removing services, and resolving queries efficiently.

Technologies: HTML, CSS, JavaScript, React, Node.js