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Cozma B
@bbeatris11
Technical Support Operations Specialist
Romênia
Romeno, Inglês, Francês, Espanhol
Sobre mim
I am a Technical Support & Operations Specialist with over 5 years of experience in troubleshooting, ticket management, and data validation. I have a strong background in handling Tier 1/Tier 2 support requests and collaborating with QA and development teams to resolve complex technical issues. I am skilled in SQL, Jira, and Zendesk, with a focus on workflow optimization and maintaining high customer satisfaction.
Habilidades
Cozma B
offline •
Tempo médio de resposta: 1 hora
Conheça meus serviços
Anotação e marcação de dados
I will ai training and data annotation
Suporte ao Cliente
I will provide professional email and chat customer support
Experiência profissional
Catalog & Data Operations Specialist – Amazon Development, Iasi / Remote
Amazon • Período integral
Sep 2020 - Oct 2025 • 5 yrs 1 mo
• Managed and optimized large-scale product catalog data across multiple Amazon marketplaces while ensuring data consistency and compliance with internal standards. • Investigated and resolved catalog, listing, and data inconsistencies using Excel, SQL queries, and internal tools. • Performed data validation, troubleshooting, and issue analysis for complex product and categorization cases. • Collaborated with global teams to resolve workflow, mapping, and product-related issues affecting. • Conducted quality assurance reviews, reducing catalog defects. • Generated daily and weekly Excel reports to support business decisions and operational improvements. • Participated in SOP refinement, workflow optimization, and cross-team audits. • Trained and mentored new associates on data integrity, support processes, and internal tools.
Technical Support Specialist – IntelligentBee, Iasi
Bee The Web • Período integral
Jul 2019 - Sep 2020 • 1 yr 2 mos
• Provided Tier 1 and Tier 2 technical support for international clients via email and chat while meeting SLA targets. • Investigated and resolved application, user account, and API-related issues through troubleshooting and root cause analysis. • Managed incident tickets using Jira and Zendesk, ensuring proper categorization, prioritization, escalation, and resolution tracking. • Collaborated with QA and development teams to reproduce, document, and escalate software defects and technical issues. • Assisted customers with product functionality, troubleshooting steps, and technical guidance to improve issue resolution time. • Created and maintained internal knowledge base documentation and troubleshooting procedures. • Monitored ticket queues and ensured timely follow-up and incident resolution. • Mentored new team members on support workflows, tools, and communication standards. • Maintained customer satisfaction above 95% through effective communication and ownership of technical cases.
Bank Clerk – Unicredit Bank Romania, Iasi
UniCredit • Período integral
May 2018 - Jul 2018 • 2 mos
• Assisted customers with account-related issues and financial inquiries. • Maintained accurate documentation and ensured compliance with banking procedures. • Supported customer issue resolution and service improvement initiatives.
