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Network Power<100 people
Roles
💸100%
Marketing
🧨100%
Consulting
💰66%
Investor & VC
Geos
🇺🇸33%
United States
Work Background
IntelligentBeeDirector, Customer Support
Jun. 2019 - Apr. 2025Iasi County, Romania- Ensure the timely, complete, and accurate delivery of operational and sales-related tasks. - Efficiently plan and organize team activities to optimize available resources. - Monitor and improve team performance by implementing best operational practices. - Manage workflows effectively, identifying automation and optimization opportunities. - Actively participate in process improvement, proposing innovative solutions for efficiency. - Oversee performance reporting and provide actionable insights for business objectives. - Continuously assess task execution quality and identify areas for improvement. - Provide mentorship and support to the team, ensuring correct and efficient task implementation. - Utilize agile methodologies and digital tools for effective project management. - Lead continuous improvement initiatives within operational processes. - Ensure compliance with company quality standards and regulatory requirements. - Anticipate operational risks and implement preventive measures to avoid bottlenecks. - Apply advanced knowledge in customer support and business operations to achieve objectives. - Analyze the impact of decisions on team efficiency and customer satisfaction. - Leverage data and reports to identify growth opportunities and process optimization. - Stay updated with industry trends and implement best practices to enhance team performance. - Participate in professional development sessions to refine expertise. - Create operational procedures and guidelines to standardize workflows. - Develop solutions for industry
IntelligentBeeTechnical Support Operations Manager
Feb. 2017 - Jun. 2019Iaşi, Romania- Developing and implementing operational policies, procedures, and best practices. - Managing and optimizing operational processes to increase efficiency and productivity. - Providing guidance and support to operational teams to ensure smooth day-to-day operations. - Monitoring key performance indicators (KPIs) and operational metrics to track performance and identify areas for improvement. - Collaborating with cross-functional teams to identify operational bottlenecks and implement solutions. - Conducting regular audits and quality checks to maintain compliance with company standards and regulatory requirements. - Assessing operational risks and developing contingency plans to mitigate potential disruptions. - Managing vendor relationships and contracts to ensure timely delivery of goods and services. - Identifying opportunities for automation and implementing technology solutions to streamline operations. - Training and developing operational staff to enhance their skills and performance. - Participating in strategic planning and budgeting processes to align operational goals with overall organizational objectives. - Conducting regular performance evaluations and providing feedback to operational teams. - Resolving operational issues and addressing customer concerns in a timely and effective manner. - Analyzing data and generating reports to communicate operational performance to senior management.
IntelligentBeeTechnical Support Engineer
Jun. 2016 - Feb. 2017Iaşi, Romania- Provide expert-level troubleshooting for highly technical software application and integration issues for High Volume clients, including SMTP, API, HTML, and CSS. - Develop small scripts in various programming languages to support client integration with their applications. - Investigate and resolve email deliverability issues through analysis of deliverability reports. - Serve as a point of escalation for other Technical Support Engineers. - Review and approve client escalations, assess priority levels, and ensure timely resolution. - Utilize SQL databases to generate custom reports and email performance statistics for clients. - Collaborate closely with engineering teams to resolve complex technical issues. - Maintain consistent, proactive communication with clients regarding ongoing support incidents. - Perform feature and functionality testing, escalating issues as necessary within the department. - Assist the support team during periods of high case volume or backlog. - Deliver technical support via chat, email, and phone for a global email-sending platform. - Manage support tickets using various CRMs including Jira, ServiceNow, Zendesk, Intercom, Freshdesk, CloudTalk, LiveChat, and HelpDesk. - Monitor and analyze logs using tools such as Splunk and Snowflake (including basic SQL). - Troubleshoot and resolve API-related issues. - Address and resolve client billing inquiries. - Conduct onboarding training sessions and provide daily support for new team members.
CapgeminiSenior Analyst Account Administration
Oct. 2014 - Jun. 2016Iasi County, Romania- Manage client accounts, including onboarding and offboarding processes - Handle application access provisioning and deprovisioning - Respond promptly and effectively to client escalations - Work with sensitive information, ensuring quick turnaround for client requests - Execute operational process tasks in accordance with established Service Level Agreements (SLAs) - Initiate, design, and develop new procedures during the transition phase of the Account Administration process - Maintain constant communication with clients regarding outstanding Account Administration procedures - Participate in regular process feedback meetings to assess the stability and effectiveness of tools and systems - Provide detailed feedback to line managers and client leadership, highlighting risks, process inefficiencies, and system issues - Test integrations between multiple Service Desk tools to ensure accurate data transfer without loss - Keep the knowledge base up to date with process changes and contribute to the creation of new documentation for transitioned processes - Assist in the development of tools aimed at improving communication between clients and end-users, accelerating issue reporting and request handling - Ensure service delivery meets the turnaround times agreed upon with the client and internal Service Desk management - Coordinate and support first-line agents through training, coaching, and encouraging proactive engagement in team meetings
CapgeminiCustomer Service Advisor
Sep. 2013 - Oct. 2014Iasi County, Romania- Handle inbound and outbound calls and emails from employees, vendors, customers, and approved third parties - Monitor and manage the progress of all incidents, and actively participate in conference calls - Perform initial diagnostics using available tools and resolve as many issues as possible during first contact - Accurately record and classify all incoming incidents, assigning appropriate priority, category, and detailed descriptions or error messages - Proactively flag incidents where no knowledge base solution is available - Maintain daily contact with international clients and resolution teams, consistently meeting or exceeding service level expectations - Support implementation of additional tasks, including root cause analysis and identifying improvements to enhance team performance - Ensure accurate and timely handoff of unresolved issues to the appropriate resolution teams - Serve as the first point of contact via phone and email for IT-related issues - Create support tickets for reported problems, resolve issues when possible, or escalate to advanced support teams - Provide IT support in English
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