Diana Stefania Lica

• Evaluated customer interactions (chats, emails, and calls) to ensure adherence to company procedures and quality standards.

• Assessed tone, empathy, and professionalism in communication to maintain a high level of customer experience.

• Provided detailed feedback to Customer Support agents, highlighting strengths and areas for improvement.

• Monitored and reported on compliance with updated processes, adapting quickly to frequent procedural changes.

• Contributed to maintaining consistency and excellence in customer support delivery across the team.

• Customer Support Management: Handled VIPs customer inquiries for three online casinos via phone, chat, and email, ensuring compliance with platform Terms & Conditions.

• Specialization in Customer Retention: Focused on addressing customer objections, promoting bonus offers, and executing marketing campaigns to enhance user engagement.

• Proficiency with Internal Tools: Utilized internal systems such as Confluence, Jira, Altenar, OTRS, 4k, Zendesk, CareCall etc to efficiently manage support requests and internal communications.

• Managed and nurtured VIP player accounts across three online casinos, ensuring strong engagement and retention.

• Analyzed player activity and behavioral patterns to identify opportunities for tailored promotions.

• Configured and applied bonuses directly in player accounts, ensuring accuracy and compliance.

• Monitored campaign performance and adjusted strategies to maximize ROI and customer loyalty.

• Collaborated with marketing and operations teams to optimize the overall VIP experience.

• Provided customer support for PlayStation Network services, assisting users with account management, PlayStation Plus subscriptions, game-related issues, and network troubleshooting via phone.
• Transitioned to technical support for PlayStation hardware, offering assistance with PlayStation 4, PlayStation 5, and accessories such as controllers, headsets, and remotes.
• Diagnosed hardware-related issues and created service tickets for device repairs and replacements.
• Adapted quickly to changing procedures and maintained high efficiency in handling customer inquiries in a high-volume support environment.
• Remote (from home) | Client Service / Call Center | Administrative / Public Sector