Diana Maria Talaba

Diana Maria Talabă 31 years, Botoșani, Romania Phone: - Email:- About Me With over six years of experience in customer service, operational management, procurement, and consultancy in European projects, I have developed solid skills in team coordination, client relationship management, and drafting complex legal documentation. My experience in administrative operations and client support reflects adaptability, attention to detail, and my continuous commitment to excellence and ongoing improvement. Professional Experience: Freelance Interviewer – Market Research GDCC (Global Data Collection Company) – Remote Apr 2025 – Present  Conduct market research surveys for B2B and B2C projects using CATI systems.  Ensure high response accuracy and maintain data integrity standards.  Perform in-depth interviews across multiple industries, ensuring adherence to studyspecific guidelines and respondent profiles.  Follow strict protocols regarding respondent confidentiality and data protection regulations (GDPR compliance).  Meet daily and weekly targets for completed interviews, contributing to project milestones and client satisfaction.  Collaborate remotely with international project coordinators and quality assurance teams to ensure continuous process improvement. Legal Assistant- Customer Service Representative Pemberton Law PLLC (GoVisa Lawyer) – Remote, USA Sep 2024 – Mar 2025  I provided support in U.S. non-immigration cases, handling applications for multiple US visas types and ESTA (Electronic System Travel Authorization).    I was responsible for preparing and reviewing legal documentation, ensuring compliance with legal requirements and deadlines. I facilitated effective communication between clients and legal counsel, contributing to reduced response times and increased client satisfaction. I maintained detailed case files and became familiar with complex immigration regulations, offering correct and rigorously applied interpretations. Customer Service Manager (CSR Manager) GovAssist LLC – Remote, USA Sep 2023 – Sep 2024  I coordinated a high-performing team of 10 agents, consistently maintaining a top ranking company-wide, based on monthly KPIs.  I designed and implemented training programs for onboarding and development, reducing the integration period for new team members by 30%.  I collaborated with legal, HR, and QA teams to introduce new operational processes, contributing to better alignment between departments.  Through optimization of internal workflows and individual coaching, I contributed to increasing customer satisfaction (CSAT) from 87% to 94% within 6 months. Customer Service Representative GovAssist LLC – Remote, USA Apr 2021 – Sep 2023  I guided clients through the U.S. visa application process, ensuring that all documents were correctly completed and met official Embassy requirements, minimizing application rejection risks.  I provided personalized assistance in selecting the appropriate visa type and instructed clients on the necessary steps, including completing DS-160 forms and preparing for interviews.  I monitored the progress of each case, maintaining constant communication with clients to keep them informed on the status of their application and to respond promptly to any questions. In parallel, I handled any issues or delays that arose, intervening immediately to resolve difficult situations. I used official tools and platforms to track each stage of the process, thus providing transparent, real-time feedback.  I achieved a high level of client satisfaction, exceeding expectations by delivering quick and effective solutions tailored to each person's needs. Based on quality indicators and KPIs, I obtained a weekly satisfaction rate of over 99%, highlighting my commitment to quality and professionalism. I also consistently exceeded performance indicators, contributing to an increase in successfully completed cases and improvements in the application process. Procurement Specialist SC FORMENS SRL – Botoșani Jan 2019 – Mar 2021  I managed supplier relationships and negotiated contracts, using Microsoft Dynamics NAV to organize and optimize logistics.  I monitored inventory and obtained the best procurement conditions, ensuring inventory was well managed and efficiently rotated.  I coordinated planning with production teams to improve the efficiency of the entire supply chain. Assistant Manager – EU Projects European Projects Consulting – Botoșani Jan 2017 – Nov 2018  Managed EU funding applications under PNDR-, ensuring accurate and compliant documentation.  Drafted business plans and supporting documents, including company formation and leasing contracts.  Oversaw the entire project submission cycle, conducted periodic checks, and organized meetings to ensure deadlines and quality standards were met. Education:    “Ștefan cel Mare” College – Botoșani Post-secondary Studies – General Nursing (2018 – 2021) Babeș-Bolyai University – Cluj-Napoca Bachelor’s in Business Administration (2012 – 2015) “Ștefan Luchian” Art High School – Botoșani Baccalaureate Diploma, Visual Design (2008 – 2012) Skills:  Personal Skills: Empathetic and attentive in every client interaction, I offer reliable support across email, chat, and phone, adapting communication to each situation. I enjoy to understand complex situations, learn new systems, and propose tailored solutions that enhance customer experience (CX). I have a strong eye for detail and a calm, solution-oriented approach, I’ve helped resolve diverse challenges, often in high-pressure environments. I take pride in building trust, fostering client loyalty, and contributing to team dynamic through clear communication and consistent professionalism.   Digital Skills: Experienced in training tools, ensuring quick adaptation and consistent performance. Skilled in KPI reporting and analysis to assess team efficiency and enhance customer satisfaction. Advanced use of Atlassian JIRA and Confluence for project and team management. Proficient in managing customer requirements via Zendesk, Calendly, and Microsoft Dynamics NAV. Comfortable working with CRM and UCC platforms, and proficient with Microsoft Office for producing clear reports, data analyses, and professional presentations. Additionally, I enjoy exploring and adopting new digital tools that support both personal growth and workplace productivity, recently enhancing my visual communication skills through Canva. Languages: o English – Advanced o French – Intermediate o Spanish – Intermediate o Romanian – Native Certifications: • EF SET – English Certificate – Level C1 • Trainer Certification – Humanitas Youth Association, Apr 2018 • Volunteer – Business Faculty Student Association (ASB),- • Driver’s License – Category B, since Oct 2016