Demetra Molocea
Amman,Jordan
Summary
Multilingual support and content-ops professional with 7 + years ensuring seamless user experiences for cloud and SaaS products. Proven track record in first-line customer assistance via phone, email and chat ; meticulous QA of mobile and web assets; data-driven reporting and discrepancy analysis that keep stakeholders aligned, strategic process optimization; hands-on CMS management.
Overview
16
16
years of professional experience
Work History
Material Specialist
Reach Publishers
Amman, Jordan
12.2019 - Current
- Company Overview: Part of Reach Immigration - Kaleela mobile application
- Administered CMS, managing over 500+ content entries to ensure 100% accuracy and app alignment; implemented code-level fixes that reduced display issues and device crashes.
- Contributed minor coding fixes and technical input where applicable.
- Conducted comprehensive quality assurance (QA) checks on all multilingual content before and after upload, verifying the accuracy of translations, proper functionality of audio, text, and images, and identifying any bugs or inconsistencies across test devices.
- Authored and maintained 20+ high-impact documentation, including business plans, investment memorandums, funding proposals, growth plans, risk assessments, pitch decks, price revisions, white papers, and software requirement specifications (SRS). Supported and wrote compelling documents for the full platform revamp process to ensure streamlined content workflows.
- Actively contributed during a 9-month platform revamp, collaborating with developers and UX/UI teams on CMS redesign, SEO optimization, user experience improvements, and content structure alignment.
- Produced regular reports and analyses to guide content and product strategy.
- Handled over 1000+ user inquiries and complaints monthly, resolving 80% of cases within scope independently and escalating 20% to second-tier support, improving response time and user satisfaction.
- Implemented customer care strategies to enhance user satisfaction, while maintaining and promoting the company's integrity and privacy.
- Translated English content into Spanish and Romanian, and coordinated with external translators to collect and integrate additional language content (Italian, French, Indonesian, Korean, Chinese, Turkish, Portuguese) clearly and cohesively.
- Part of Reach Immigration - Kaleela mobile application
Content writer
Reach Publishers
Amman, Jordan
01.2019 - 12.2019
- Company Overview: Part of Reach Immigration - Kaleela mobile application
- Researched and developed 80+ SEO-friendly articles monthly that appeal to target audiences and ensuring 100% accuracy through rigorous proofreading before publication.
- Performed in-depth keyword research and applied SEO best practices, contributing to a 30% increase in organic website traffic over 7 months.
- Maintained brand consistency across all written content, ensuring 100% adherence to tone, style, and formatting guidelines across published pieces.
- Collaborated daily with marketing and design teams to align visual and written content, improving article engagement and average time on page.
- Implementing changes to product's website, ensuring on-page optimization to produce relevant search results and a positive user experience, growing site traffic, lead volume and brand awareness.
- Created and compiled promotional content for 4 social media channels, product brochures, service profiles, and PR campaigns.
- Monitored and analyzed content performance across Google Analytics and social platforms, identifying trends and optimization opportunities.
- Staying updated on industry trends and best practices in content creation.
- Part of Reach Immigration - Kaleela mobile application
Benefits Administrator
Conduent Business Services
Iasi, Romania
09.2016 - 03.2018
- Managing and keeping track of the benefits records of the PWC UK and Northern Ireland employees within the system. The benefit pack includes a wide range of insurances (private medical, dental, travel, personal injury and accident, critical illness, income protection), and lifestyle enhancers (gym memberships, car leases, holiday statements, child care, recognition vouchers).
- Acted as Subject Matter Expert in Health Insurance and Health Screening, facilitating over 30+ provider interactions monthly to resolve invoicing, inquiries, reporting and escalations, improving response times by 20%.
- Responsible for contacting the providers to inform them in case of any changes in the benefit plan of the employees and maintaining a good customer relationship between the parties.
- Contacted and supported 300+ employees with incomplete or incorrect benefit submissions, ensuring 100% compliance before the fiscal year and preparing benefit plans for key life events (e.g., marriage, parental leave, adoption).
- Ensuring that employees receive a maximum of 30 days of holiday per year or as stipulated in their employment contract.
- Analyzing statements of account to verify accurate and appropriate application of governmental taxes.
- Compiled and analyzed monthly and weekly reports for 4+ external providers, conducting data reconciliations and discrepancy analyses; validated and verified 30+ monthly invoices, identifying and resolving billing discrepancies that reduced payment errors.
Operations Specialist (Trading Assistant)
Accenture
Iasi, Romania
10.2015 - 09.2016
- Company Overview: formerly Energy Quote JHA
- Supporting the Relationship Manager with over 50+ small and medium businesses in their client portfolio in the energy trading industry.
- Providing day-to-day support for the client base and liaising with the Relationship Manager to ensure that customers receive appropriate service.
- Organizing the timely trading of utility services for the clients.
- Working continuously with the customer's portfolio to identify and quantify their expectations in order to ensure that the company's delivery of services exceeds their individual needs.
- Ensuring that each customer fully understands their commitments under their Customer Agreement.
- Setting over and confirming customer expectations prior to trading, ensuring customer awareness of the time scales involved and the importance of being able to move quickly when accepting an offer.
- Guiding over 10+ customers per month through the negotiation of their electricity and gas contracts: supporting the client liaison coordinator and RM in managing the trade including liaising with 3+ operational departments, 4+ suppliers and clients to achieve sign-off on trade days.
- Post Trading Support: production and delivery of post-trading analysis to ensure customer satisfaction regarding the results achieved from any trading activity.
- Coordination and solving any customer problems: working closely with other teams, departments and external bodies to resolve client issues as covered by the SLA.
- Following up and coordinating with all administration of the client portfolio at the company standard.
- Keeping up to date with the market changes and communicating them to clients when appropriate.
- Expanding the knowledge of customers in the electricity and gas area.
- Formerly Energy Quote JHA
Customer Service Advisor with English
Capgemini Technology Services
Iasi, Romania
09.2014 - 09.2015
- Undertaking the initial diagnostics of daily 30+ incoming incidents and solving them at the first point of contact as much as possible, by using the available tools (either technical or procedure-wise).
- Accurately logged and classified incidents in the ticketing system based on priority, category, and impact, ensuring full details and error messages provisioning. Due to the high-profile clients of the clients, including CNN, Cartoon Network, HBO, Turner, and Warner Bros., etc, precise classification proved critical to alert resolution teams of time-sensitive issues affecting on-air and live broadcasting.
- Contacting the designated resolving teams in case of incidents with high impact from the financial point of view or on the workflow of customers.
- Shadowing clusters of 2-3 new joiners on how to respond to clients, diagnose, tools and solutions used to resolve incidents at first point of contact, escalation procedures, outages and on-air logging.
- Reviewing 10+ procedure articles weekly and requesting modifications/additions where needed.
- Maintaining a high level of security within the company regarding sensitive information that may contain customer job descriptions, contact details, or financial information.
Sales Representative and Administration
Racoveanu Ana-Maria LTD
Iasi, Romania
12.2010 - 09.2014
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service for 30+ clients daily.
- Increased sales revenue by properly advising clients and recommending additional products according to their needs.
- Basic accounting activities: logging 20+ invoices in the system and invoice reconciliation.
- Inventory management for weekly orders and daily restock.
- Placing orders for 6+ suppliers on a weekly basis.
- Maintained up-to-date knowledge of industry trends for informed decision-making during client interactions.
Sales representative and administration
Cristi-Dem LTD
Iasi, Romania
12.2008 - 11.2010
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service for 50+ clients daily.
- Basic accounting activities: logging 20+ invoices in the system and invoice reconciliation.
- Inventory management for weekly orders and daily restock.
- Placing orders for 20+ suppliers on a weekly basis.
Education
Bachelor of Law -
University Alexandru Ioan Cuza
Iasi, RomaniaSkills
- Lean Six Sigma principles
- Quality control
- Teamwork and collaboration
- Problem-solving
- Time management
- Attention to detail
- Multitasking
- Excellent communication
- Active listening
- Computer proficiency
- Reporting skills
- Data analysis
- Error detection
Timeline
Material Specialist
Reach Publishers
12.2019 - Current
Content writer
Reach Publishers
01.2019 - 12.2019
Benefits Administrator
Conduent Business Services
09.2016 - 03.2018
Operations Specialist (Trading Assistant)
Accenture
10.2015 - 09.2016
Customer Service Advisor with English
Capgemini Technology Services
09.2014 - 09.2015
Sales Representative and Administration
Racoveanu Ana-Maria LTD
12.2010 - 09.2014
Sales representative and administration
Cristi-Dem LTD
12.2008 - 11.2010
Bachelor of Law -
University Alexandru Ioan Cuza