Buleandră Iulian Florin

Experience

• 

  SC ROBCON TM SRL

  Sept 2011 - Jul 2015

  Responsible for sales, delivery, training, maintenance, service, relationship with suppliers, and customer support. Responsible with delivery, training, maintenance and service.

  • Mechanical Engineer - Welding Equipment/Technology Specialist

    Aug 2012 - Jul 2015

  • Welding Equipment Technician

    Sept 2011 - Aug 2012
• 

  Instapage

  Jul 2015 - now

  • Lead the QA, Training, Operations, Knowledge Center, and Data teams within the Customer Support department.• I led the implementation and development of our in-house Support AI Bot from the Customer Support department, which led to the following results: - Introduced 24/7 email support for knowledge requests. - 71% decrease in the First Reply Time Average.- 42% decrease in the Resolution Time Average.- 28% deflected tickets (no agent intervention).- Second quarter AI optimization resulted in 83% bad ratings decrease, 126% CSAT increase, 39% reopened tickets decrease.•Through time optimization, process improvement, and the implementation of new ideas, we have improved our QA program.- Increased the # of reviewed tickets by 100%.- Reduced the # of low-quality tickets by 58%.- Increased QA reviews completion rate by 40%, achieving 100% weekly completion.• Co-led the implementation of a new IT SaaS Management platform that resulted in more efficient onboarding, offboarding, and access management. This led to consolidating multiple spent streams, with large savings of over 40% in annual costs.• I led or consulted on several software transitions as part of our company's initiatives to reduce costs or after our acquisition. • Introduced the Customer Success Expert concept that transformed the way we do support from reactive product support to both reactive and proactive support, as well as on-point customer success by training our agents to be conversion optimization certified and share their knowledge with our customers.• Created several strategies for improving customer satisfaction, increased trial to paid conversions, and increased new features adoption. Overall responsible for the ideation of new strategies, their implementation and maintenance to increase customer satisfaction, product adoption, and lifetime value.- Through coaching and mentoring, we assured career growth, achieving high employee satisfaction and an average tenure of 4.8 years. Show less • Built and lead a high-performing global team across 3 countries (US, Romania, Poland) and 5 functions (Customer Success, Customer Support, Operations, Quality Assurance, Data Analytics)• Built systems and processes that have automated tasks and workflows - resulting in reduced effort levels across multiple functions and departments. With tools like Zendesk, Intercom, Notion, Confluence, Google Workspace, Zluri, Zapier, Grow, Asana, Jira, Trelo, etc.• Architected and implemented systems and processes, plus developed new reporting dashboards for all data needs. Like capacity planning, forecasting models, monitoring KPI, OKR and others, to analyze trends and identify opportunities for optimization to support our business needs. • Collaborate with cross-functional partners and stakeholders to ensure workflows, documentation and playbooks are well defined to enable teams to achieve their goals and objectives. Show less • Manage Customer Support Activities.• Measure Effectiveness of Customer Support.• Define operational metrics for the team.• Establish a system for tracking metrics.• Lead a World-class Customer Support Team.• Identify opportunities for continuous improvement.• Learn from best practices in the industry.• Create a rapid onboarding process for new team members.• Foster collaboration within teams and across the customer lifecycle.• Encourage continuous learning within the team.• Create a company-wide culture of Customer Support. • Align with Marketing around campaigns sent to existing clients.• Align with the Product team to help drive the product roadmap. • Align with Sales around cross-sell and up-sell and focus on selling with retention in mind.• Align with Engineering around product stability and bug-fixing policies. • Align with the Executive Team around key metrics and objectives.• Create a company-wide customer feedback loop. Show less • Manage the activity of our Team Leads. • Answer questions and recommend corrective actions to address customer complaints.• Provide frequent performance reviews, communicate performance expectations, and coach individuals.• Quality assess agent performance.• Coordinate shift schedules to match expected ticket volume.• Improve and enforce SLAs and monitor day-to-day KPIs• Deal with escalations and sensitive cases.• Help increase customer lifetime value and reduce churn by offering excellent support interactions, with the ability to understand and show care about the experiences and feelings of customers. Show less • Help customers integrate with their CRM either through our direct integration, Webhooks, Zapier, or API.• Resolve technical issues in relation to our direct and custom CRM integrations via tickets, live chat, and live calls.• Troubleshoot and document CRM integration bugs, collaborating with Engineering to ensure a timely resolution or viable workaround.• Document customer feedback and requests, and write Help Center articles for our direct CRM integrations.• Basic experience with most CRMs on the market. Show less

  • Director, CS Knowledge & Operations

    May 2022 - now

  • Director of CX Operations

    Jul 2021 - Apr 2022

  • Director of Customer Service

    Sept 2019 - Jul 2021

  • Head of Team Leads

    Sept 2018 - Sept 2019

  • Customer Support Trainer

    Feb 2017 - Sept 2018

  • Customer Support CRM Integration Specialist

    Aug 2016 - Feb 2017

  • Customer Success Agent

    Jul 2015 - Aug 2016
• 

  AirSlate

  Sept 2023 - now

  Director, CS Knowledge & Operations