Chiculita Mihaela

• Build the customer support department from customer care approaches, procedures, tools and communication between departments
• Established a strong rapport with clients through proactive relationship management and personalized attention.
• Followed-through on all critical inter-departmental escalations to increase customer retention rates.
• Analyzed customer feedback for process improvements to achieve long-term business objectives
• Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives
• Set up push notifications for 3 apps using OneSignal tool
• Organized LiveOps calendar for 1 app
• Trained new employees and ensured team cohesion
• Tested 3 apps to make sure customer support contact channel is working smoothly
• Worked with development and product team to employ needed changes in the customer support department

Account Management Team Leader

▪ Successfully managed and mentored a team in exceeding KPIs
▪ Lead of the Social Media project (calendar, planning, copyrighting, analysis, Facebook Insights)
Collaborated with the Product Owner on developing new tools and strategies for the department

▪ Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement

▪ Organized exclusive events for VIP clients, fostering stronger connections between the company and its most valued customers

▪ Gathered knowledge about customer care and management from a Israel, Canada and Romania

VIP Account Manager

▪ Focused on maintaining the key customers engaged and spending
▪ Developed an open relation with portfolio of major customers and kept them engaged with our services
▪ Grew and maintained customer portfolio, while also focusing on KPIs
▪ Upsell company offers, events, special VIP app benefits
▪ Tested and provided feedback that lead to app increase in revenue
▪ Participated in experience exchange with Canadian VIP team in Montreal

• Managed and responded to correspondence and inquiries from customers and vendors
• Optimized company's use of discounts offered by vendors for early or on-time payments through effective planning and prioritization
• Assisted in creating training materials for new Accounts Payable Analysts, ensuring a smooth onboarding experience
• Assisted in cash flow management by forecasting weekly payments and managing funds allocation accordingly