Andrei-Daniel Marin

I am a highly motivated and adaptable individual, eager to learn new skills, integrate into any work environment, and dedicated to producing high-quality results. As an excellent communicator and quick learner, I thrive in collaborative settings while continuously seeking opportunities to grow and achieve long-term objectives.

Process Associate - Content Moderation at Genpact (2025-09 – Present)

• Executed high-quality content reviews to consistently meet strict platform safety metrics and SLA targets.
• Evaluated user-generated data against established community standards to determine appropriate policy enforcement.
• Identified emerging behavioral trends and systematically escalated complex issues to cross-functional teams.
• Synthesized operational feedback to enhance the end-user support model and streamline community interactions.
• Maintained deep domain expertise regarding evolving platform workflows, regulatory rules, and policy updates.
• Leveraged automated AI-driven dashboards to process high volumes of tickets with accuracy and minimal delay.
• Collaborated with Quality Assurance (QA) leads to minimize decision discrepancies and align standard operating procedures.
• Investigated reported violations, user appeals, and flagged profile behavior using proprietary back-end moderation software.
• Mitigated platform vulnerabilities by removing graphic, sensitive, or legally non-compliant media swiftly.
• Applied critical contextual judgment to complex, ambiguous, or multi-layered text and video queues.

Customer Service Advisor at Acensos (2023-09 – 2025-08)

• Delivered excellent customer support through phone and digital channels, ensuring client satisfaction and efficient issue resolution.
• Trained and mentored new employees on project procedures, ensuring smooth integration into the team and adherence to company standards
• Consistently met and exceeded KPIs, maintaining high-quality service levels and productivity benchmarks.
• Skills gained: active listening, conflict resolution, problem-solving, adaptability to customer needs, CRM systems proficiency, multitasking under pressure, coaching and training, goal-oriented performance.

Call Center Operator at Webhelp Romania (2019-11 – 2020-06)

• Handled inbound and outbound calls, providing accurate information and support to customers.
• Skills gained: effective communication, persuasion and negotiation, attention to detail, time management, teamwork in high-volume environments.

Technical Support Agent at CGS Romania (2019-06 – 2019-09)

• Assisted clients with troubleshooting technical issues, guiding them through step-by-step solutions.
• Skills gained: technical troubleshooting, analytical thinking, patience and empathy, ability to explain complex information clearly, fast adaptation to new software tools.

Internship at Metro Romania (2022-05 – 2022-05)

Faculty of Management – University of Economic Studies (2020 – 2023)

Cambridge English Level 2 in ESOL International (Advanced - C1)