Andrei D.

Experience

• 

  Conectys

  Jun 2010 - May 2017

  Active at the forefront of the company’s new potential clients contact, responding to leads created through marketing campaigns or proactively generated, arranging intake conferences with potential new clients, matching new customer requirements with company operational capabilities and creating bespoke solutions for win-win, long term collaborations. I work collaboratively on the client proposals in close communication with the Sales Director and other internal departments to ensure across the board success and commitment; participating in the creation of the annual sales strategy by analyzing past results, industry trends and business orientation; creating monthly review insights and presenting them in the recurrent Sales & Marketing meetings. Show less Senior leadership role managing teams (6 PMs, 4 Team Leads, 50 agents) and ensuring service delivery over multiple verticals and industries.Some of my tasks included:- supervising that all projects are in line with the company SOPs (SLAs/KPIs, Deadlines, Reporting, Customer satisfaction etc.) and that they are achieving operational objectives, personally, by contributing with information and recommendations to strategic plans and reviews; - supervising the preparation and roll-out of action plans (new projects implementation, service addition, crisis situations, productivity, Quality Assurance)- resolving rising problems, direct customer complaints;- Direct, one to one feedback sessions with each PM evaluation the health of the projects, improvements and tracking progress- completing internal project audits, identifying industry trends, customer specific improvement possibilities and implementing their change Show less Role shared across multiple accounts where I was ensuring the ‘good health and performance’ of the overall Technical Support projects managed (1 Team Leader, 13 agents), making sure all KPIs are met and SOPs followed. Clients in the Gaming devices manufacturing and Telecommunication industries.My role also included:- daily, weekly and monthly reporting including invoicing, payroll and monthly dashboards with performance analysis- escalation management- end customer communication for complaints handling- direct one to one feedback sessions with each agent discussing their performances and setting objectives as well as tracking them with guidance- forecasts and scheduling- continuous communication with the direct customer. Show less Tier 1 & 2 Technical Support role that included communication through phone and e-mail with end customers over multiple accounts, troubleshooting a wide variety of technical and non-technical issues (internet connections, gaming devices, online gaming) to provide timely, tailored and high quality assistance in resolving customers issues.I provided responses to external and internal customer questions and escalations, while balancing the company’s and the customer’s needs. more specifically, my role implied:- responding promptly and accurately to customer inquiries and escalation resolution, while activelynavigating internal departments and vendors to ensure seamless solution for all customer issues- strive to resolve problems in early stages while operating within the Support procedures, standards and policies- appropriately advocate for customers and help define ways to continually add value to the customerexperience and achieve high customer satisfaction standards- contribute and expand upon the company’s knowledge management database- engage in company-sponsored and self-sustained trainings and learning opportunities to expand technical and communications soft skills- provide pertinent feedback and ideas to the Team Leader and Project Manager to strengthen the department processes and operations- achieve individual and team performance goals related to customer satisfaction, customer retention, and company growth- working with CRMs, ticketing systems and other various tools to properly investigate, identify and answer customer inquiries Show less

  • Global Pre-Sale and Sales Coordinator

    Mar 2015 - May 2017

  • Operations Manager

    Oct 2012 - Feb 2015

  • Project Manager

    Sept 2011 - Sept 2012

  • Technical Support Team Lead

    Jun 2011 - Aug 2011

  • Technical Support Specialist

    Jun 2010 - May 2011
• 

  Decentral Inc.

  May 2017 - Apr 2020

  User Success Manager

  At Decentral, me and my team focus on helping and educating users into the realms of cryptocurrency and of our flagship product, the Jaxx Wallet. We are empowering our users every day by helping them gain full control of their digital lives.Looking to get help with your Jaxx Wallet? Head on to: http://jaxx.io/support.html and get a swift answer to your query.