Gabriela Vasiliu

GABRIELA VASILIU Bucharest linkedin.com/in/gabriela-vasiliu- SKILLS Leadership Performance Optimization Mentoring Data Analysis Stakeholder Communication Client Reporting Strategic Thinking Coaching Cross-functional Collaboration Trend Identification Quality Assurance (QA) Relationship Building Time Management LANGUAGES English Spanish French Italian PROFILE I am a detail-oriented, proactive and highly analytical professional with a passion for ensuring that user safety, content integrity and compliance are upheld at the highest standards. With over 5 years of experience in quality assurance and trust and safety operations, I thrive in fast-paced environments where the stakes are high and the quality of decisions can directly impact both users and the reputation of the platform.My expertise lies in evaluating complex situations, identifying patterns in data and driving continuous improvements to systems and processes. I have a deep understanding of the legal and ethical landscape surrounding online safety and are committed to staying ahead of emerging trends and regulatory changes. My ability to collaborate with crossfunctional teams, including legal, customer support and product, ensures that safety measures and guidelines are integrated seamlessly across the organization.As a leader, I have a strong track record of mentoring and guiding teams to success, fostering a culture of continuous learning and improvement. I am resultsdriven and passionate about building scalable, effective quality assurance processes that protect users while enhancing their experience. EDUCATION English Language and Literature/Letters University of Bucharest Jan 2010 - Jan 2013 EMPLOYMENT Client Reports Executive Mar 2025 - Present Invibes Advertising, Bucharest, Romania As a Client Reports Executive I am responsible for delivering timely, accurate and insightful performance reports to clients across advertising in-feed campaigns. I act as a key liaison between internal teams and clients, ensuring data is translated into meaningful narratives that support strategic decisions and demonstrate campaign ROI. Key Responsibilities: Compile, analyze, and deliver regular performance reports for client campaigns across digital channels Create clear and visually engaging reports using tools like Excel, Google Sheets, PowerPoint, Python Translate campaign data into actionable insights and recommendations tailored to client goals. Collaborate with internal teams to gather relevant campaign data and context. Ensure data accuracy and consistency across all reporting outputs. Respond to client inquiries and reporting requests in a timely and professional manner. Identify trends, anomalies and opportunities through deep analysis of campaign performance. Support client presentations with data visualizations, summaries and narrative reports. Digital Campaign Manager Aug 2022 - Mar 2025 Invibes Advertising, Bucharest, Romania As Digital Campaign Manager I was responsible for planning, executing, and optimizing online marketing campaigns across various digital channels. Acted as the primary liaison between sales, advertisers, media agencies, creative, and technical teams. Skills & responsibilities: Define clear campaign objectives, target audiences, key performance indicators (KPIs), and expected outcomes. Plan and manage budgets for digital campaigns, ensuring efficient resource allocation. Coordinated campaign briefs, creative assets, demos, and setups to ensure timely launches and full compliance with platform and client requirements. Supported strategic campaign planning, actively monitored performance, and implemented optimizations to meet KPIs and budget goals. Delivered comprehensive performance reports, offering actionable insights for internal stakeholders and client partners. Cultivated and maintained strong relationships with top media agencies and brand advertisers, fostering long-term partnerships. Quality Lead Mar 2021 - Aug 2022 Wipro, Bucharest, Romania As Quality Lead within the Trust and Safety department I was responsible for ensuring the highest standards of quality in the monitoring, assessment, and enforcement of safety protocols across the organization. Skills & responsibilities: Mentoring QA team members, develop best practices, and continuously improve processes to protect the platform and its users from harmful content or behavior. Provide regular reports to client management on team performance, quality metrics, trends, and any identified issues related to user safety, content moderation, or Trust and Safety processes. Investigate escalated incidents, evaluate root causes, and make recommendations to prevent future occurrences. Implement improvements to increase efficiency, reduce false positives/negatives, and enhance overall quality. Senior Quality Analyst Feb 2020 - Feb 2021 Wipro Limited, Bucharest, Romania As a Senior Quality Analyst within the Trust and Safety Department (Account Integrity and User Knowledge Operations) I was responsible for assessing the quality of decisions made by content moderators, identifying areas for improvement, and supporting the development of best practices for a safe and trustworthy user environment. I was part of the Start up team for the respective project and was onboarded on client site. Skills & responsibilities: Evaluate and audit decisions made by content moderators, ensuring that content is reviewed in accordance with platform policies and guidelines. Identify trends in moderation decisions and recommend improvements to ensure fairness and accuracy. Provide actionable feedback to content moderation teams and other stakeholders regarding quality, accuracy, and consistency of decisions. Analyzing data to assess the performance of automated tools (machine learning) and recommend improvements. Assist in developing training materials and programs for content moderators to ensure they adhere to safety and quality standards. Conduct periodic training sessions and refreshers for the team based on the results of quality audits. Onboarding new Quality analysts Quality Analyst May 2018 - Feb 2020 Concentrix Limited Company, Bucharest, Romania As a Quality Analyst I was responsible for monitoring and assessing the quality of services and processes within the organization. This role ensured that company standards and customer expectations are met through regular testing, auditing, and continuous improvement of operations. Skills & responsibilities: Conduct regular quality audits to ensure compliance with internal and external standards. Acted as a calibrated linguist by performing language assessments for candidates Monitor customer feedback and conduct surveys to assess satisfaction and identify areas for product or service enhancement. Collect, analyze, and interpret data to identify trends, patterns, and areas for improvement. Effective communication skills for presenting findings and collaborating with Leads team Client facing on a weekly basis to report quality improvement areas and team results Provided weekly individual coaching to my team to improve their performance and support them in achieving their goals Customer Service Advisor May 2017 - May 2018 Concentrix Limited Company, Bucharest, Romania As a Customer Service Advisor I was responsible for providing outstanding service to customers via phone and email by addressing inquiries, resolving complaints, and offering assistance with their integrated automotive system (including emergency situations where decision and fast response would make the difference between life and death) Skills & Competencies gained: Excellent communication skills, both written and verbal (Romanian, English and Spanish language) Ability to remain calm and professional under pressure Customer service-oriented with a strong focus on empathy and sense of urgency. Worked closely with various institutions (from dealerships to the emergency services) to resolve customer needs or requests. Interim Team Lead Nov 2016 - Apr 2017 Stefanini EMEA, Bucharest, Romania In the role of interim Team Lead, I have been responsible for overseeing Service Level Agreements (SLAs), providing support with GDS knowledge to onboard and train new hires, and managing incident resolution, significantly reducing our backlog. Additionally, I have taken on the responsibility of ensuring effective internal communication within the team, evaluating individual performance, and fostering growth through coaching and mentoring. I also served as the primary point of contact for escalated queries or issues related to infrastructure, network, or systems. Senior Helpdesk Technician Jul 2015 - Nov 2016 Stefanini EMEA, Bucharest, Romania As a Helpdesk Technician I was responsible for providing technical support and assistance to end users, ensuring smooth operation of IT systems, and troubleshooting hardware, software, and network issues. This role involved resolving issues efficiently while maintaining a high level of customer service and user satisfaction. Skills & Competencies gained: Strong troubleshooting and problem-solving skills. Excellent communication skills, both written and verbal (English and Spanish language) Customer service-oriented with a focus on user satisfaction. Ability to work under pressure and manage multiple tasks simultaneously. Knowledge of hardware setups, software installations, and network configurations. Basic knowledge of cybersecurity principles. Recognition & Awards: 1. Agent of the Month - Travelport Project (June 2016): Recognized for consistently exceeding performance targets and delivering exceptional support to clients, demonstrating excellent problem-solving skills and a high level of customer satisfaction. 2. Agent of the Quarter - Stefanini Bucharest Site (October 2016): Awarded for outstanding contributions to the team, including exemplary technical support and collaboration across departments. This recognition reflected my dedication to delivering superior service and consistently achieving KPIs. 3. Travelport Oscar for Customer Centrality (November 2016): Honored with a Travelport Oscar in recognition of my effort for going the extra mile in assistance of my colleagues during an outage. Desk Receptionist Jun 2014 - Nov 2014 Work and Travel Company, Illes Balears, Spain Work and Travel Program at L’Illot Suit and Spa Hotel, Cala Ratjada, Palma de Mallorca Outbound Sales Agent Oct 2013 - May 2014 Studio Moderna, Bucharest, Romania As a Sales agent I was generating sales opportunities through proactive calls to potential or existing customers. The primary goal was to promote products or services, identify customer needs, and close sales while maintaining a high level of customer satisfaction. Desk Receptionist Jun 2013 - Sep 2013 Work and Travel Company, Kárpathos, Southern Aegean, Greece Work and Travel Program at Vardes Hotel, Karpathos Island CERTIFICATES Excel Advanced Oct 2019 PMI Agile Certified Practitioner (PMIACP) Oct 2019 ITIL Foundation Level Aug 2019 Lean Six Sigma Yellow Belt Certification Aug 2019 Psihopedagogical Licence , University of Bucharest Oct 2010