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Work Background
FintechOSAccount Manager
Dec. 2023Bucharest, RomaniaSpearheaded comprehensive NPS and CSAT survey initiatives, translating customer feedback into actionable plans that significantly improved service quality and client satisfaction. Collaborated with pre-sales and marketing teams to identify and pursue upsell and cross-sell opportunities, contributing to a marked increase in ARR and NDR for key accounts. Developed and executed a customer adoption and enablement strategy, ensuring clients fully leveraged FintechOS solutions, enhancing independent utilisation and value extraction.
FintechOSCustomer Success Manager
Apr. 2023 - Dec. 2023Bucharest, RomaniaEstablished as the primary contact for key stakeholders, effectively managed NPS/CSAT surveys, and implemented strategic action plans, leading to consistent improvements in customer satisfaction scores. Drove significant growth in ARR and NDR by collaborating with sales to identify upsell opportunities and by instituting a long-term strategic roadmap for all customer accounts. Championed the customer adoption and enablement strategy, ensuring effective use of FintechOS products, while mentoring the customer success team and enriching marketing content with impactful case studies and testimonials.
MicrosoftCustomer Success Account Manager
Jan. 2021 - Mar. 2023Bucharest, RomaniaLed the fulfillment of support contract obligations at Microsoft, enhancing customer business outcomes and satisfaction with Microsoft solutions through quality planning and delivery of support services. Collaborated with customers and Account Teams to prioritize and plan engagements across cloud and on-premise workloads, defining outcomes to boost workload health, performance, and business capabilities. Managed orchestration, customer sponsor management, and stakeholder communications for prioritized programs, while tracking and escalating technical blockers for remediation and providing engineering feedback to advance Microsoft products and solutions.
Dell TechnologiesBusiness Controller
Jun. 2018 - Dec. 2020Bucharest, RomaniaOversaw internal controls for finance domains at Dell Technologies, including Order Management and Sales Compensation, and served as the ISO 9K Lead, implementing and managing quality standards and audit procedures. Conducted controls self-assessment, designed and implemented new checks with continuous monitoring, and led regular finance team meetings globally for new policy or process rollouts. Acted as the primary liaison for external and internal audit teams, coordinated audit engagements, managed Management Action Plans, and supported the annual SOX certification process, ensuring compliance and effective risk management.
Dell TechnologiesFinance Manager
Apr. 2017 - Jun. 2018Bucharest, RomaniaFostered key business relationships with stakeholders and led a diverse team of over 15 members in executing invoicing, cash applications, refunds, and collections activities as Finance Manager at Dell Technologies. Oversaw Order to Cash Operations, ensuring accuracy and accountability for financial discrepancies, and spearheaded global business transformation by relocating operations from Brazil to Romania and integrating financial analysis processes for Dell and EMC. Promoted a dynamic team environment, managed all aspects of personnel procedures including recruitment, training, holiday scheduling, and performance appraisals, contributing to an effective and cohesive finance department.
OracleCredit Collections Specialist
Nov. 2016 - Mar. 2017Bucharest, RomaniaIssued accurate and timely financial statements and ensured the prompt collection of accounts receivable as a Credit Collections Specialist at Oracle. Implemented stratified collection strategies to optimize cash receipts, issued dunning letters to overdue accounts, and directly engaged with customers to resolve non-payment issues. Managed all collection activities for low-value accounts in Brazil, demonstrating a focused approach to maintaining financial health and customer relations.
Hewlett Packard EnterpriseCredit Collections Specialist
Jun. 2015 - Nov. 2016Bucharest, RomaniaGenerated comprehensive financial statements on schedule and ensured the swift collection of accounts receivable as a Credit Collections Specialist at Hewlett Packard. Employed targeted collection strategies to enhance cash flow, issued warnings to overdue accounts, and engaged with customers to uncover reasons behind delayed payments. Monitored cash-on-delivery transactions, issued credit hold alerts, collaborated with the credit department on adjustments, and advised on the transition of accounts to collection agencies or for bad debt write-offs, effectively converting revenue to cash.
Dell TechnologiesCustomer Service Associate
Mar. 2015 - May. 2015Bucharest, RomaniaExcelled in identifying customer issues, conducting thorough investigations to determine root causes, and devising effective solutions to enhance user experience and resolve challenges as a Customer Service Associate at Dell. Provided expert technical guidance for issues received via telephone and email, effectively managing prioritization and resolution processes, including handling inquiries related to PC maintenance. Assisted in the compilation of help desk incident reports, participated in the evaluation of hardware and software, and ensured the timely and accurate resolution of online system issues, upholding Dell's commitment to service excellence.
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