Oana Maria Scoarta
Arona
Summary
Experienced customer support and quality assurance professional with over a decade in the industry. Proven track record in delivering exceptional service and maintaining high product quality standards. Successfully managed customer inquiries at Amazon.fr and enhanced user satisfaction at CoachesConsole.com, leading to a promotion in middle management. Currently serving as a QA Assistant at 10erifesoft, focusing on product quality through rigorous testing and feedback.
Overview
12
12
years of professional experience
Work History
QA ASSISTANT
10ERIFE SOFT
Arona
04.2024 - Current
- Facilitate maintenance and enhancement of product quality through meticulous testing and feedback processes.
- Organize and maintaine filing systems for documents and records.
- Developed positive relationships with internal customers through effective communication techniques.
Customer Support Agent
Retina Consulting SRL
Bucharest
01.2014 - 01.2023
- Multi-channel user assistance: Engage with users via email, chat, support tickets, and scheduled calls—providing timely solutions, guidance, and walkthroughs. indeed.com+8coachesconsole.com+8coachesconsole.com+8
- Resource creation: Help maintain the knowledge base by contributing to or updating video tutorials, FAQs, and documentation.
- Ticket management: Respond to support tickets within 24 hours, accurately categorize, and escalate issues as needed.
- Live support and training: Participate in live chat and scheduled screen-sharing sessions to assist with complex tasks. coachesconsole.com
- Feedback and QA insights: Collect user feedback, report bugs or usability issues, and collaborate with the development team to improve system stability and UX.
- Community engagement: Support the user community by answering forum questions, and promoting best practices.
Customer Support Agent
Arvato Bertelsmann
Brasov
06.2013 - 12.2013
- Contributed to Amazon.fr project by delivering 24/7 customer support through phone, email, and chat.
- Resolved order issues, returns, refunds, account inquiries, and product questions efficiently.
- Exhibited ownership by fully resolving problems in one interaction for seamless customer experiences.
- Collaborated with internal teams to escalate and troubleshoot complex technical or logistical issues.
- Recorded detailed case notes and categorized issues to ensure policy compliance and quality assurance.
- Proposed enhancements based on recurring customer feedback to drive continuous process improvement.
Education
BBA - International Business And Economics.
“Dimitrie Cantemir” Christian University
Brasov, Romania07-2009
High School Diploma -
"Constantin Brancusi"
07-2006
Skills
- Quality assurance and documentation management
- Technical support and ticket resolution
- Knowledge base development
Languages
Romanian
First Language
English
Advanced (C1)
C1
French
Upper Intermediate (B2)
B2
Spanish
Upper Intermediate (B2)
B2
Timeline
QA ASSISTANT
10ERIFE SOFT
04.2024 - Current
Customer Support Agent
Retina Consulting SRL
01.2014 - 01.2023
Customer Support Agent
Arvato Bertelsmann
06.2013 - 12.2013
BBA - International Business And Economics.
“Dimitrie Cantemir” Christian University
High School Diploma -
"Constantin Brancusi"