Paul Trusca
BPO and customer operations professional with progressive experience spanning Tier 1 and Tier 2 support, Subject Matter Expert, and Quality Analyst roles. Experienced in team coordination and day-to-day operational management, including attendance monitoring, KPI tracking, performance management, coaching, quality assurance, escalation management, process adherence, reporting, knowledge management, and cross-functional collaboration. Strong background in coordinating and supporting agents, monitoring performance, identifying performance and process gaps, investigating operational issues, and communicating effectively with both operational teams and management. Experienced with quality monitoring and reporting, Root Cause Analysis, Salesforce, BMC Remedy, Citrix, Confluence, and JIRA.
[email protected] Brasov, Romania
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Years experience
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Languages
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Skills
Work Experience
Quality Analyst
- Monitored and evaluated a team of 25+ content moderators against client-defined quality standards, identifying performance gaps and coaching opportunities.
- Applied Root Cause Analysis (RCA) to identify underlying causes of recurring quality issues and determine appropriate corrective actions.
- Conducted regular quality reviews and provided objective, actionable feedback aimed at improving QA scores, procedural adherence, and overall performance.
- Prepared and presented weekly quality reports covering team and individual performance, recurring errors, trends, and improvement opportunities.
- Participated in weekly client calibration meetings to maintain alignment on quality standards, processes, and evaluation criteria.
- Provided real-time operational support to agents through internal communication channels and on-floor assistance.
- Collaborated with Team Leaders, Trainers, Quality Analysts, and senior management on quality, training, and operational improvement initiatives.
- Identified training needs and supported the transition of ~80 new employees from training into production.
Subject Matter Expert
- Provided operational and procedural support to L1 and L2 agents across a broad range of customer and process-related scenarios.
- Addressed questions and complex scenarios raised by agents, by investigating cases and determining the appropriate resolutions based on established procedures, available resources, and operational requirements.
- Coached agents on process adherence, customer interactions, and opportunities for performance improvement.
- Provided real-time support during nesting and production, by monitoring agent interactions and delivering guidance during live customer chats.
- Created and distributed knowledge and process updates to ensure agents were informed of relevant changes.
- Prepared performance and operational reports highlighting key metrics, recurring issues, and improvement opportunities.
- Created and maintained JIRA tickets for known issues, process gaps, and Knowledge Base updates.
- Coordinated with relevant teams to investigate outages, system issues, and other operational incidents.
- Assisted agents with work-impacting technical issues, including login and access-related problems.
- Participated in management and operational meetings, contributing recommendations for process and service improvements.
Tier 2 Agent
- Managed and resolved cases escalated by T1 agents, conducting detailed investigations and providing appropriate resolutions.
- Monitored and distributed the T2 case queue based on workload and agent expertise.
- Validated and categorized escalations, ensuring cases contained accurate and complete information.
- Escalated complex issues to relevant departments and maintained clear customer communication by email and callback.
Tier 1 Chat Agent
- Provided customer support for a telecommunications company through multiple simultaneous chats.
- Resolved customer inquiries and technical issues using established procedures and knowledge base resources.
- Documented cases accurately in CRM systems and maintained consistent process adherence.
Food Operative
- Operated production machinery and handled food assembly, packaging, labelling, and hygiene-related tasks.
Call Center Agent - Airline Customer Support
- Assisted customers with reservations, itinerary changes, baggage issues, and general service inquiries.
- Created and modified flight bookings and coordinated with relevant departments to resolve issues.
- Used internal resources to provide accurate information and effective customer solutions.
Call Center Agent - Technical - Support
- Provided phone, email, and web-based technical support and troubleshooting.
- Guided customers through solutions, including software installation and configuration.
- Documented cases in CRM systems and escalated recurring or unresolved issues to the appropriate departments.
Skills
Data AnalysisQuality AssuranceCustomer ExperienceProblem SolvingPerformance MonitoringCoaching & FeedbackKPI / Quality Metrics AnalysisRoot Cause AnalysisKnowledge ManagementTraining & Nesting SupportExcelJiraCRM SoftwareVideo EditingPhoto EditingAudio Editing
Education
Bacalaureat Degree
High School - Colegiul de Științe ale Naturii "Emil Racoviță", Brașov
Certifications
Cambridge ESOL Entry Level Certificate in ESOL International (Entry 3)*
Languages
English
C1 (Fluent)
Romanian
C2 (Native)