QA Engineer

Описание

DANIEL STANCU  + 995 511 104 803 (Viber, WA, Telegram) daniel.stancu.pr@gmail.com Date of birth: 05.07.1990 linked in WORK EXPERIENCE Skills & software proficiency • Cloudflare, • Windows OS, • Mail gun, • AWS, • Oracle , • Jira, • Zendesk, • Google AdWords, • MS Office, • WordPress(certified), • Google admin • Asana, • Git Kraken, • Click -Up, • Freshdesk • Visual Code studio • Driver’s license B category Languages spoken Native Language : Serbian Additional Languages : • English, CEF Level C1 • Russian, CEF Level A2 • Spanish, CEF Level A2 • Slovakian, CEF Level A2 • Romanian, CEF Level A1 • Georgian, CEF Level A1 Customer Support Team Lead / Manual QA Engineer 202 2-2025 Utopia Tech Corp St. Zmaj Jovina 4, Belgrade • Leading a team of highly skilled professionals responsible for delivering Customer Support, Technical Assistance, and Software Quality Assurance across four interconnected platforms and CRM systems. • Key responsibilities : • Provide leadership and guidance to ensure efficient team operations and high performance. • Coordinate team activities and resources to optimize workflow and productivity. • Resolve conflicts within the team and promote a positive work environment. • Collaborate with development teams to reso lve technical issues. • Develop and enhance QA test plans, covering Unit, Integration, System, Acceptance, Regression, Usability, Compatibility, Exploratory, Dynamic, and Security Testing. • Manage and resolve complex multi -platform issues, ensuring timely sol utions. • Oversee issue escalation to ensure critical problems are addressed promptly. • Coordinate efforts across teams to maintain consistent support across platforms . Senior Customer Service Representative 2018 -2022 Utopia Tech Corp St. Zmaj Jovina 4, Belgrade • Responsible for providing expert -level support to customers, resolving complex issues, mentoring junior staff, and ensuring high -quality service delivery to maintain customer satisfaction. • Key responsibilities : • CRM Support, ass ist users, troubleshoot issues, ensure data accuracy, and optimize workflows for improved customer interactions. • Advanced Issue Resolution, handle complex customer issues and escalations, providing timely, effective solutions. • Customer Support Leadership, mentor and guide junior representatives on best practices, CRM use, and customer service techniques. • Customer Interaction, address inquiri es and resolve issues through various channels (email, chat, ticketing). • Training and Development, train new team members on CRM use, service protocols, and company policies. • Collaboration with Development Teams, provide feedback to development teams to ad dress platform issues in future Account Manager 2018 ForTrade Ltd. St. Višnjička 61D, Belgrade • Responsible for providing expert -level support to customers, resolving complex issues, mentoring junior staff, and ensuring high -quality service delivery . • Key responsibilities : • Client Acquisition , engage potential clients through various channels to introduce the company's trading platforms and services. • Platform Demonstration , provide clear demonstrations of trading platforms, highlighting features and benefits. • Market Insights , offer timely updates and analysis to assist clients in making informed trading decisions. • Client Management , maintain communication, offer personalized support, and resolve trading -related issues. • Cross -Selling , identify opportunities to upsell additional trading products or services. • Compliance , ensure all interactions comply with financial regulations and company policies. Customer Service Representative 20 17 -2018 SITEL SBA Ltd. St. Španskih Boraca 3, Belgrade • Delivered comprehensive customer support in a business process outsourcing (BPO) environment, specializing in enhancing customer care and satisfaction. • Key responsibilities : • Manage customer inquiries and resolve issues efficiently , ensuring a positive experience. • Provide global technical and logistical support , addressing product usage, order status, and account management concerns. • Assist clients with account setup, troubleshooting, and syst em navigation. • Handle escalations and coordinate with departments to resolve complex issues promptly. • Conduct follow -ups to confirm problem resolution and customer satisfaction. • Collaborate with team members and supervisors to share best practices and improve service. Field Service Coordinator / Service Planner 2016 -2017 National Cash Register „NCR“ St. Španskih Boraca 3, Belgrade • Responsible for managing and scheduling field service operations to ensure timely and efficient delivery of technical support and maintenance. • Key responsibilities : • Scheduling and Dispatching , coordinate field service technicians to client sites, ensuring optimal resource use and timely service delivery. • Iss ue Resolution , address issues during service operations, such as technician availability, client dissatisfaction, or technical problems. • Cross -Department Coordination , collaborate with inventory management and customer service to support field service needs and align with business goals. • Performance Monitoring , track key performance indicators (KPIs) like response times, service completion, and customer satisfaction to identify improvement areas. • Project and Capacity Planning , plan and execute s ervice projects, adjusting resources to meet timelines and handle peak demand. • Reporting and Analysis , generate reports on productivity, resource utilization, and customer satisfaction for strategic decision -making. • Risk Management , identify risks in servi ce delivery and develop contingency plans to mitigate them. Personality & Hobbies • Creative, • curious, • Team worker, • hardworking, • persistent, • ambitious, • punctual, • social, • fast learner, • outgoing, • communicative, • open – minded • Flexible • Films, • games, • contemporary music, • music festivals, • reading, • recreational sports, • travelling, • writing short stories, • cooking, • sailing, • snow -boarding • paintball Dates 2011 -2015 Name of the program Marketing and Sales Title of qualification awarded Bachelor of Business, Diploma Name of the organization providing Singidunum University, Faculty of Business, Belgrade Principal subjects/Occupational skills Marketing, management, sales, accounting and finance Dates 2009 -2011 Courses attended/Exams taken Basics of Economy, Macroeconomy, Social studies Name and type of organization providing University of Belgrade, Faculty of Economics Dates 2005 -2009 Name and type of organization providing Specialized high school for mechanics and engineering ’’Pančevo’’ Department Computer Engineering, Diploma awarded Ringier Axel Springer Publishing 2013 -2014 • Website moderator on the ’’Superodmor.rs“ web page. AIESEC, PR team member 2012 • Public relations for the AIESEC office based on the Singidunum University • Participant in the ’’Life without Limits’’ project (Život bez granica) European SIGMUS Tempus project, E-Agenda 2012 • Assisted in the evaluation process, certified . „KOMPAS“ Youth Center for Promoting Creativity, city of Pančevo 2007 -2011 • Youth Educator, certified . EDUCATION AND TRAINING STUDENT INTERSHIPS AND VOLUNTEERING