Maria Arnautu

Experienced customer care and support professional with advanced proficiency in English, Romanian, and Spanish. Over 14 years of combined professional experience in customer service, translation, interpretation, content writing, and back-office operations. Skilled in multilingual communication, problem-solving, and providing comprehensive customer support across various platforms including email, chat, and phone.

Customer Care Agent (Back-office with English) at Kiwee Comunicatii SRL (2025-10 – 2026-02)

Fixed-Term (Seasonal) Contract supporting Jacquie Lawson customers during the holiday season

• Advising Jacquie Lawson customers during the holiday season
• Assisting customers by email and on chat
• Using templates (hot keys) to advise customers on Jacquie Lawson membership, e-cards and Advent Calendars
• Managing refunds and customer accounts within the Comet platform
• Staying organized by combining events and tasks in Google Calendar
• Using advanced English skills and knowledge of MS Office (Outlook, Excel, PowerPoint)
• Communicating concisely and clearly in writing as well as verbally

Interpreter (English/Romanian) at Dals (DA Languages) (2024-02 – 2025-09)

Providing interpretation services between English and Romanian speakers

• Facilitating accurate and clear communication between parties by converting spoken messages from English to Romanian and from Romanian to English
• Preserving the original meaning, tone, and intent
• Adhering to professional ethical codes and upholding strict confidentiality
• Researching topics and terminology

Customer Care Agent (with English and Spanish) at Conduent Business Services S.R.L. (2022-08 – 2023-11)

Full-time customer care and sales support for Royal Caribbean Cruises project

• Handling inbound and outbound calls in English as well as Spanish
• Answering emails in Spanish to solve customer inquiries
• Assisting customers on chat (in Spanish and English) to provide rapid resolution
• Selling cruise products and making reservations from start to finish for Royal Caribbean Cruises
• Communicating with multiple travel agencies
• Meeting all of the required targets including the sales quota
• Managing all details related to the bookings including: trip scheduling, activity planning, note making regarding food sensitivities, allergies and other preferences
• Scheduling dining hours according to client requests
• Getting in touch with the onboard staff for special requests
• Accommodating guests with disabilities by making sure they are assigned adapted cabins and sending specific documents to the department handling accommodations onboard
• Informing clients on safety issues and health protocols
• Making various changes within bookings and keeping a record of those changes
• Explaining each expense to the travel agencies and sending them customized offers by mail
• Giving an accurate and detailed account of each expense to every client
• Learning the different rules that apply to each agency in terms of payment, reimbursement and cancellation policy
• Securing the confirmation of each booking with payments made in advance by travel agents
• Managing the payments made by agencies and direct clients on various platforms
• Explaining cancellation policies to clients
• Selling travel insurance
• Entering flight and transfer information
• Accessing and providing different price options for flights
• Booking flights on specific platforms
• Recording the transfer (transportation) preferences
• Coordinating with the flight and transfer department

Interpreter (English/Romanian) at Teleperformance/Language Line Solutions (2022-02 – 2022-08)

Full-time interpretation services for customers in the Medical Field and Financial Sector

• Interpreting (English – Romanian, Romanian –English) for customers in the Medical Field and Financial Sector

Call Center/Technical Support Specialist (with English and Spanish) at Capgemini (2019-09 – 2020-11)

Full-time technical support and customer care specialist

• Providing customer care on chat, by email and on the phone
• Creating tickets for software and hardware issues
• Identifying, addressing and solving customer problems

Freelance Content Writer (English, Romanian) at Freelance (2014-07 – 2019-08)

Remote freelance content writing services

• Creating style guides and writing content based on the instructions and goals provided by each client

Translator (English – Romanian, Romanian –English) at Translation Services pfa (2014-07 – 2018-02)

Freelance translation services between English and Romanian

• Reading material and researching terminology
• Ensuring translated texts convey original meaning and tone

Customer Care Agent (with English and Spanish) at Conduent Business Services S.R.L. (2012-10 – 2013-03)

Part-time data analysis and processing for IBM/Harte-Hanks clients

• Analyzing and processing data pertaining to the clients of IBM/Harte-Hanks in South America
• Researching information on said customers on the internet
• Displaying proficient use of English and Spanish in the process of gathering data

Copywriter at Serimage (2012-08 – 2012-10)

Full-time copywriting and content creation

• Writing clear and attractive content on various topics
• Editing and proofreading as required

Masterat in Didactic Training (level II) – Alexandru Ioan Cuza University of Iași (2014 – 2014)

Masterat in American Studies – Alexandru Ioan Cuza University of Iași (2011 – 2013)

Bachelor's Degree in Literature and Language, English-Spanish – Alexandru Ioan Cuza University of Iași (2007 – 2010)

Facultate in Didactic Training (level I) – Alexandru Ioan Cuza University of Iași (2007 – 2010)