Irina Craciunel

Executed functional and exploratory test cycles on mobile and web applications for international clients. Identified critical bugs and produced detailed test case documentation.

Managed a high volume of daily customer interactions across multiple digital platforms including Live Chat, WhatsApp, Viber, Telegram, and Email, ensuring fast response times and high resolution rates. Handled difficult, stressful, and sensitive customer situations with empathy and professionalism, successfully lowering escalation rates. Evaluated customer accounts, negotiated repayment terms, and engineered tailored financial solutions, balancing company policies with customer satisfaction. Operated the internal CRM database with high precision, maintaining detailed records of customer histories, interactions, and account statuses. Consistently met and exceeded monthly individual and team performance indicators (KPIs) related to volume, quality, and resolution efficiency.

Provided remote support to clients including project coordination and asset delivery while managing communications. Established reliable workflows and maintained organized documentation across multiple projects.