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Ioana Puscasu possesses extensive experience in case assessment and customer service within the financial services sector, notably serving as Case Assessment Officer II at the OBSI since February 2015. Responsibilities include managing inbound and outbound communications with consumers and firms, assessing complaints, preparing case summaries, and identifying systemic issues. Prior roles include Case Assessment Officer I, Coordinator of Finance and Operations, and Administrative Assistant at OBSI, along with a position as a Bilingual Inbound Customer Service Representative at Optima Communications International. Ioana holds a Bachelor's Degree in Philology and multiple certificates in Business Process Management and Accounting from the University of Toronto School of Continuing Studies, as well as a degree in Personal Lending and Mortgages from the Canadian Securities Institute.