28 years
Male
Chișinău
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About me
Results-driven customer service manager with over 5 years of experience in identifying and managing customer needs to improve satisfaction and loyalty. Skilled in streamlining support processes through automation, CRM integration, and rigorous quality assurance management to enhance service reliability and efficiency. Experienced in troubleshooting and debugging complex customer and system Issues to ensure smooth operation and quick resolution of challenges.
Show moreTOP Skills
Work experience
January 2021 - Present
3 years 11 months
Head of Customer Support
Xor
Chișinău
- Contribute to goal setting for team to align with organizational goals.
- Achieved an 50% improvement in response time by automating the on-boarding process through Hubspot, Trello and Gmail.
- Manage & automate CRM's like Hubspot, Pipedrive and Freshworks.
- Working closely with Development Team and Sprint Planing.
- Provided training for new team members.
- Developed a knowledge base of frequently asked questions and technical support articles that reduced the amount of time required to answer customer
inquiries.
June 2019 - January 2021
1 year 8 months
Customer Success Manager
Xor
Chișinău
- Setup & Debug the Integration between client ATS/CRM and our system.
- Gather customer feature requests and drive their further implementation.
- Proactively track and drive adoption of our software against customer plans.
- Coach, mentor and provide recommendations to customers.
- Handle difficult customer situations and escalations.
- Act as a conduit of information between our customers and ATS/CRM's.
- Developed a customer health scoring system that accurately identified and addressed customer needs in a timely manner.
January 2018 - June 2019
1 year 6 months
Reprezentant Servicii Clienți
International Travel Network
Chișinău
- Comunicarea cu consolidatorii sau companiile aeriene.
- Procesarea schimburilor și a rambursărilor.
- Rambursarea biletelor parțial utilizate și a taxelor.
- Corectarea greșelilor complexe ale agenției.
- Gestionarea comunicării cu clienții în cazurile de retururi.
- Menținerea unui registru curat al cazurilor gestionate prin CMS/e-mail.
- Lucrul cu cereri de investigație incomplete.
Skills
Languages
Romanian Native
Russian Native
English Fluent
Desired industry
Job preferences
Location
Hybrid
Working hours
Full-time
Part-time
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