Alexa Ionescu

• Resolved escalated customer complaints promptly, preserving client relationships.
• Boosted satisfaction and loyalty by owning issues and ensuring resolution.
• Conducted service evaluations to address issues and meet KPIs effectively.
• Monitored and assessed metrics to enhance customer service performance.
• Optimized support processes for faster resolutions and better experiences.
• Coached team members to strengthen support skills and meet customer needs.
• Developed upsell strategies to retain customers and drive sales growth.

• Transitioned from crowdfunding to eCommerce through targeted research and adaptation.
• Built and led a globally distributed, remote B2C customer service team, fostering cohesion with innovative team-building activities like Coffee O’clock and Book Club.
• Designed and implemented a comprehensive onboarding program, including training on product knowledge and communication standards.
• Authored product updates and managed recurring email campaigns via MailChimp and ActiveCampaign.
• Improved workflows by analyzing support trends and collaborating with Product teams.
• Streamlined communication by implementing Zendesk, integrating all channels into a unified ticketing system.
• Established and managed a customer-facing HelpCenter to enhance accessibility and support.
• Created dashboards to monitor trends, optimize processes, and boost team efficiency.
• Developed a Disputes & Chargebacks Manual to improve daily operations and customer satisfaction.

• Conducted high-quality research based on the client’s Social Media reach and analyze the possibility of building a branding campaign in Romania
• Wrote advertising copy for online content, adhering to the client's overarching brand identity and personality; used SEO principles to maximize the content's reach
• Formatted copy to align with project-specific guidelines.

• Managing the support department’s development and activity; reporting to upper management on the Technical Support team's monthly and quarterly stats
• Coordinating interdepartmental support improvement projects.
• Setting clear and SMART goals for the team.
• Responding to internal escalations.
• Informing direct reports of all new information related to company’s products, procedures, and trends.
• Overseeing the hiring process while managing and reporting on the team budget.
• Help the team and technical leads in conducting performance evaluations and following the disciplinary process according to company policy.
• Assessing the support trends, in order to improve the support flow; collaborating with the Product teams to make the support process more efficient and relevant for all teams involved
• Creating career development plans/processes for each member of the team

• Managed a technical support team, ensuring all team members met company goals and objectives
• Conducted monthly meetings and quarterly reviews, providing constructive feedback and setting SMART goals
• Developed personal growth opportunities and career plans for team members
• Focused on building strong relationships with internal teams and product organizations to ensure effective communication and overall customer satisfaction

• Maintaining broad and technical knowledge of the company`s ecommerce products and services
• Diagnosing and resolving customer problems
• Collecting, interpreting and communicating customer priorities and feedback regarding system design, integration and performance to development and product engineers
• Creating Salesforce reports for a better overview on the team's productivity and results
• Contacting customers and reviewing different edge cases, which helped improve the quality performance levels

• Trained new hires on technical support procedures, contributing to overall team success and performance improvement.

• Trained B2C Customer Facing teams on technical support procedures and escalation processes.

• Verifying server logs via bash scripts and commands. Gained Linux knowledge based on available tools.
• Analyzing DNS configurations and troubleshooting mail flow issues
• MTA set ups and basic server set ups in accordance with SMTP requirements.
• Troubleshooting for SMTP in regards to emailing software.
• Managing delivery queue issues and monitoring IP reputations
• Processing external ARF reports
• Monitoring and reporting outbound spam campaigns
• Verifying, testing and reporting possible bugs within the system
• Using and testing regular expressions for setting up mail flow transport rules, at the client's request
• Using, testing and providing details to the customers, on APIs in order to create certain updates on the server or on the SpamExperts platform

• Offering general Microsoft Office365 support (cloud and on premises) and assistance with Active Directory and Microsoft Office configuration
• Analyzing DNS configurations and troubleshooting mail flow and mailbox migration related issues in both Cloud and Hybrid environments
• Handling user management in Cloud, mailbox and service management through Windows Azure Active Directory PowerShell Module
• Facilitating resolution of complex technical issues in all areas of assigned Microsoft products by collecting all the necessary data, documenting customer cases and/or recreating the issue
• Collaborating on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve customer issues. Also collaborate with Technical Leads and Escalation Resources when appropriate

• Collaborated with network administrators to ensure secure and seamless system operations for new branch builds and upgrades.
• Diagnosed and resolved LAN/WAN connectivity issues, minimizing downtime.
• Monitored and analyzed support requests, troubleshooting connectivity and access issues for authorized users.
• Configured and supported VPNs, enterprise gateways, and database systems, ensuring proper backups and data integration.
• Maintained and customized database configurations, including user accounts, access permissions, and security controls.
• Provided end-user guidelines and managed third-party access permissions to optimize system usability.

• Built and maintained strong relationships with customers and partners, expanding the partner network and securing advertising opportunities.
• Assisted in planning, implementing, and analyzing marketing campaigns, tracking KPIs (e.g., CTR, CPM, CPL) to optimize strategies.
• Managed Salesforce CRM, including database administration, customization, reporting, and handling large-scale data imports.
• Created customized reports and dashboards to monitor activities and inform decision-making.
• Supported educational leads by providing tailored advice and helping them achieve their goals.

• Answering incoming calls from customers to take orders, answer inquiries and questions, handle complaints, troubleshoot problems, provide information, handle phone sales
• Answering calls and responding to emails, helped me gain verbal and written communication skills
• Contacting businesses or private individuals by phone
• Managing and resolving customer complaints, therefore, developing the ability of analyzing and solving problems
• Providing customers with product and service information
• Selling additional services by recognizing opportunities to up-sell accounts; explaining new features