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Work Background
PlaytikaGroup Manager
Sep. 2022 - May. 2025Bucharest, Bucharest, Romania- Spearheaded AI integration projects, proactively enhancing business impact and elevating customer success metrics through innovative technology and automation (YMeadows, UiPath, CSM).
- Executed high-impact, data-driven programs aimed at improving key OKRs, fostering alignment across departments to boost organizational cohesion and collaboration.
- Ensured strategic alignment with business unit goals, guiding teams to meet and exceed performance targets through focused execution and continuous optimization (SLA above 90%; CSAT above 85%).
- Established and managed a hybrid outsourcing model, combining offshore delivery with in-house subject matter experts to maximize efficiency and scalability.
- Restructured team operations to enhance productivity, leveraging individual strengths and preferences to build a high-performing, agile workforce.
FREENOWSenior Manager Customer Support
Sep. 2018 - Sep. 2022Bucharest, Romania• Successfully led the transition from a local platform (Clever) to a global environment (FREE NOW - former MyTaxi) by designing and implementing migration strategies focused on efficiency, scalability, and productivity. • Developed and delivered comprehensive reports and analyses to monitor progress against targets and budgets, enabling informed decision-making. • Conducted competitive analysis and proactively adapted to evolving market dynamics and product innovations. • Represented the Romanian market as a business ambassador, engaging with broader audiences to advocate for local needs and ensure alignment with global strategies. • Facilitated Individual Performance Development Discussions with team members, fostering growth through feedback aligned with the organization’s Operating Principles.
4financeHead of Sales and Customer Care
Mar. 2017 - Sep. 2018- Exceeded sales targets up to 15% by implementing successful new customer acquisition and retention strategies. • Drove up to 20% year-over-year growth by spearheading volume delivery and sales growth initiatives. • Aligned performance targets with forecasts for improved efficiency in headcount, budgeting, and role optimization • Analyzed competitive markets to align offerings with shifting demands. • Optimized processes and developed operational frameworks to enhance system functionality, such as landing pages and documentation workflows (Customer Effort Score improved by 10%).
4financeCustomer Care Team Leader
Mar. 2016 - Mar. 2017Bucuresti- Monitored agent performance by creating and analyzing detailed reports to maintain alignment with KPIs and operational objectives. • Provided training programs and quality assurance sessions for new hires and existing team members, offering 1:1 coaching, calibrations, and performance feedback • Took on payment approval responsibilities as needed and assisted in Telesales campaign execution. • Led small projects to improve customer experiences for both potential and current clients. • Translated and updated content for the launch and upkeep of a new instalment product to ensure consistent clarity across customer interactions.
4financeCustomer Care Specialist
Oct. 2015 - Mar. 2016Bucuresti- Handled and resolved customer inquiries received via phone, email, and chat, ensuring a high standard of service and customer satisfaction. • Processed client payments using internal IT systems, maintaining accuracy and compliance with company procedures • Provided support, guidance, and product information to customers through multiple communication channels. • Performed manual identification and verification of potential customers in alignment with regulatory and internal standards. • Managed payment processing activities, including loan disbursement and handling of incoming account statements.
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