Experience

• 

  Adecco group

  Oct 2014 - Jan 2015

  Recruiter

  + Recruiting, searching and selecting candidates+ Front desk activities+ Payroll activities+ Monitoring selected candidates

• 

  Myprohr

  Nov 2014 - Jan 2015

  Healthcare recruiter
• 

  Spain internship

  Mar 2015 - Sept 2015

  Recruiter

  + Recruiting and selecting candidates+ HR Management+ Everyday Support of the office tasks+ Marketing research+ Customer service support B2B & B2C in English and Spanish

• 

  Call center recruiter (telecommute job)

  Mar 2016 - Oct 2016

  Call center recruiter

  Most of my responsibilities were:+ Create job descriptions+ Inbound and outbound calls + Customer service, B2B daily contact+ Reviewing candidates profiles+ Skype interviews+ Databases, cloud based tools for communications and work product.

• 

  Uber

  Jan 2017 - Sept 2021

  Focused: People Management & Development | Performance Management | Project Management | Efficiency | Improvements and Optimization Leading a team of Content Specialists with different backgrounds, language skills and exposure to different projects. Supporting them on their various responsibilities: + Implementing easier ways to view their performance and keep track of the evolution (dashboards, Kanban boards)+ Managing stakeholders and line of business needs in terms of Content+ Building relationships within the organization (COE)+ Coaching and developing them+ Improving existing tools and processes together (based on needs)+ Making sure the team is delivering high quality content Show less Leading Customer Support Representatives and building a highly performing team within 1 year of market launch, Uber Eats Romania. Main focus and responsibilities where in the lines of: + Putting the base of a new team and new market+ Taking part on the market launch+ Establishing processes and best ways of working+ Creating a strong customer oriented team+ Enabling them to take part in projects and improvements+ Content creation and quality reviews+ Implementing projects for market evolution+ Monitoring team’s KPIs, continuous feedback and creating a strong work ethic + Recruiting the best fit for the team culture Show less

  • PMO Coordinator

    Jul 2021 - Sept 2021

  • EMEA Content Team Manager

    Jun 2019 - Sept 2021

  • EMEA Team Manager Uber Eats

    Apr 2018 - Jul 2019

  • Rides Team Manager

    Jul 2017 - Apr 2018

  • Community Support Representative

    Jan 2017 - Jun 2017
• 

  Bird

  Sept 2021 - now

  Snr community operations manager

  Customer Support Leadership | CX Strategy | AI-Powered Self-Service | Operational ExcellenceAs a customer support leader, I specialize in developing and executing scalable support strategies that align with business objectives while enhancing customer experience and operational efficiency. With expertise in AI-driven self-service, KPI optimization, and vendor management, I have successfully built and led high-performing global teams that drive customer satisfaction and retention.Key Achievements & ExpertiseCustomer Experience & Strategy:- Fostered a customer-first culture, implementing strategies that improved CSAT and NPS across multiple regions.- Designed and launched self-service solutions, increasing automation and reducing support costs.- Partnered with product teams to integrate customer feedback into the product roadmap, enhancing user experience.Operational Efficiency & Vendor Management:- Streamlined support operations, optimizing ticket deflection and resolution times.- Led BPO/vendor transitions, ensuring cost-effective and high-quality service delivery.- Implemented AI-powered chatbot solutions, improving deflection rates by 30%.Data-Driven Decision Making:- Analyzed support performance metrics, identifying trends and opportunities for efficiency gains.- Developed dashboards and reports for executive leadership, enabling strategic decision-making.Risk & Compliance Management:- Ensured compliance with industry standards and optimized risk management strategies.- Created proactive mitigation plans to address customer pain points and reduce churn.I am passionate about leveraging technology, data, and customer insights to transform support functions into strategic assets that drive retention, loyalty, and business growth.Let’s connect if you're looking to enhance your CX strategy, improve self-service adoption, or build high-performing support teams! Show less