Maria V.

I raised a 20–25 agent team's quality score from 88% to 95% through coaching and root-cause analysis, not extra headcount. Today I lead a 10-agent remote Customer Care team for a premium French skincare brand on Zendesk, covering FR/EN/DE/JP markets. What I've built there: • CSAT driver tree (L1/L2/L3) separating agent-caused bad ratings from product, logistics and policy issues • QA sampling program: daily ticket reviews on a 9-criterion scorecard, plus individual improvement plans • Weekly KPI tracker and team one-pager: CSAT, QA, first reply, resolution, one-touch • Zendesk automations (Apps Script + API): agent status logging, daily activity and weekend coverage reports • Macro library audit and naming standard Before that: 3 years managing quality for remote teams, 2 years in Trust & Safety, and frontline French support (VRBO, Amex GBT). Tools: Zendesk, Gorgias, Salesforce, Shopify, Notion, Geckoboard, Google Sheets / Apps Script, Excel (Power Query, XLOOKUP), Power BI. Romanian native · French & English C1/C2 (BA, Sorbonne Nouvelle) · COPC Certified Manager · Six Sigma. Hire me for: a helpdesk or macro audit, a QA scorecard, CSAT root-cause analysis, KPI reporting setup, or leading a remote support team.