Jira Software
Cristina Racsan
Customer Advocate Team Lead
Timis,TM
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
10
10
years of professional experience
4
4
Languages
Work History
Partner Advocate Team Leader - EMEA
Telus International – ATLASSIAN Ltd.
02.2022 - Current
- Conducted regular performance evaluations for team members, identifying opportunities for growth and coaching as needed.
- Developed and implemented performance metrics to measure success, driving continuous improvement in customer support operations.
- Played integral role in shaping company-wide customer service policies and procedures, ensuring consistency and quality across all departments.
- Reduced employee turnover within department by fostering positive work environment focused on teamwork, recognition of successes, and open communication.
- Implemented project management techniques to overcome obstacles and increase team productivity.
- Interceded between employees during arguments and diffused tense situations.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Drove change and improvement for customer support team by identifying enhancements and forwarding suggestions to senior leadership.
- Generated, compiled and distributed reports of sales leads and up-sell opportunities.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Directed intelligence gathered from customer support channels to product and data science teams to improve products and user experience.
- Greeted customers and listened closely to problems described to determine solutions.
- Implemented process improvements to automate document management systems, call logs, and invoicing data to enhance department efficiency.
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Corrected customer order inconsistencies to support accounting with accurate financial reporting.
- Built strong relationships with field operations team to support business development opportunities and improve service.
- Assessed reports, analyzed vendor relationships to identify process improvement opportunities.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
- Liaised with marketing team to define customer outreach strategy to optimize customer engagement.
- Facilitated regular meetings with customer support team to discuss challenges faced, share best practices, and encourage collaboration.
- Analyzed reports, surveys and vendor relations and completed support assessments to improve first call resolution.
- Elevated customer satisfaction and loyalty by taking ownership of customer issues and following through to resolution.
- Boosted overall team efficiency by implementing streamlined procedures for ticket handling and resolution workflows.
- Managed scheduling and workload distribution for customer support team, optimizing resource allocation and minimizing response times.
- Generated status and performance reports to facilitate continuous improvement.
- Establish culture of continuous learning within customer support team by encouraging ongoing professional development opportunities such as courses or workshops.
- Utilized crisis management techniques to offer corrective solutions and maximize customer satisfaction.
- Hosted forums for current and prospective customers to share concerns, thoughts and ideas.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Coordinated with cross-functional teams to address recurring customer concerns, resulting in improved product quality and user experience.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Discovered and resolved complex customer issues to reduce negative impact to business outcomes.
- Handled complex and sensitive client relations and quality control issues to minimize negative impact to business direction.
- Completed performance evaluations and rectified issues to service clients and more effectively meet KPIs.
- Enhanced customer communication by creating comprehensive templates for common inquiries, enabling faster responses without sacrificing personalization or quality.
- Conducted progress and development meetings with support staff to enforce updates to company goals and policies.
- Monitored emerging trends in customer service best practices, incorporating relevant ideas into our own processes as appropriate.
- Employed comprehensive benchmarks to establish and monitor customer service standards.
- Collaborated with accounting department to review, update and improve financial processes to achieve revenue goals.
- Led and executed customer support team strategy to reach company support goals.
- Developed internal requirements and standards to minimize regulatory risks and liability across programs.
- Motivated and developed employees to overcome challenges and achieve goals to boost efficiency and performance.
- Improved customer satisfaction by effectively resolving escalated issues and providing timely feedback.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Mentored junior team members, fostering professional growth and skill development.
- Streamlined training processes for new team members, promoting faster onboarding and increased productivity.
- Managed supervisor itinerary and appointments and streamlined scheduling procedures.
- Monitored front areas so that questions could be promptly addressed.
- Led a team of customer support agents, ensuring high-quality service delivery and efficient problem resolution.
- Implemented knowledge management tools to ensure consistent information sharing among team members, leading to more effective issue resolution.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Collaborated with other departments to gather insights on product issues reported by customers, contributing valuable feedback that informed future improvements.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Analyzed product information to verify accuracy and drive corrective actions to closure.
- Organized spaces, materials and catering support for internal and client-focused meetings.
- Managed customer service effectiveness by monitoring performance and assessing metrics.
- Devised recommendations to streamline and simplify customer support system and improve response time.
- Escalated issues to proper supervisors when standard processes were not effective.
- Coached employees to develop strong customer support skills to minimize process issues and meet customer expectations.
- Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
- Created customer support strategies to increase customer retention.
- Organized meetings for executives and coordinated availability of conference rooms for participants.
- Maintained close relationships with key clients through frequent check-ins and updates on their account status or ongoing support requests.
- Demonstrated a high level of initiative and creativity while tackling difficult tasks.
- Worked flexible hours across night, weekend, and holiday shifts.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Developed strong communication and organizational skills through working on group projects.
- Developed and maintained courteous and effective working relationships.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Reviewed overdue tickets and followed-up with customer support personnel to resolve root cause of delay.
Customer Advocate
Telus International - Atlassian Ltd.
03.2022 - 02.2024
- Handling new products quoting, renewing and migration from data center to cloud.
- Educated customers about billing, payment processing and support policies and procedures.
- Developed and maintained strong customer relationships by promptly addressing and resolving customer concerns.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Utilized data-driven insights to identify areas for improvement in customer interactions and implemented changes accordingly.
- Generated detailed reports to track customer service metrics and overall customer satisfaction.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered prompt service to prioritize customer needs.
- Responded proactively and positively to rapid change.
- Monitored customer feedback closely, making necessary adjustments to meet their expectations consistently.
- Implemented a proactive approach in anticipating potential problems, preventing escalations and negative feedback from customers.
- Increased overall efficiency by streamlining workflows within the customer advocate team.
- Maintained up-to-date knowledge of product and service changes.
- Developed and updated databases to handle customer data.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked well in a team setting, providing support and guidance.
- Demonstrated a high level of initiative and creativity while tackling difficult tasks.
- Organized and detail-oriented with a strong work ethic.
- Cultivated interpersonal skills by building positive relationships with others.
Commercial Manager
Advanced Art Desing S.R.L
10.2020 - 12.2021
- Persistently strove for continual improvement and worked cooperatively
- Displayed a positive and friendly attitude towards customers and fellow team members
- Maintained a clean, safe environment by adhering to sanitation and safety requirements.
- Researched market to identify potential customers, increasing customer accounts 12%.
- Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
- Demonstrated products to show potential customers benefits and advantages and encourage purchases.
- Optimized supply chain management by establishing strong relationships with vendors, reducing lead times and inventory costs.
- Increased sales revenue by developing and implementing effective marketing strategies for commercial products.
- Increased profit margins by effectively controlling budget and overhead and optimizing product turns.
- Managed and analyzed budgets, P&L, balance sheets and sales reports.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
- Analyzed sales data to identify opportunities for expansion into new markets, driving increased market share.
- Maintained an up-to-date understanding of industry trends and regulatory changes which informed strategic decisionmaking.
- Aligned company goals with customer outcomes and increased satisfaction by automating contact management systems.
- Managed revenue models, process flows, operations support and customer engagement strategies.
- Communicated product quality and market comparisons by creating sales presentations.
- Implemented systems and procedures to increase sales.
- Evaluated and improved sales processes, leading to a more streamlined approach that maximized revenue generation opportunities.
- Developed compelling presentation decks to gain approval for ideas and communicate results.
- Led cross-functional teams to deliver successful projects on time and within budget constraints, meeting business objectives.
- Negotiated contracts with suppliers, securing favorable terms that resulted in significant cost savings.
- Coached and promoted high-achieving sales and account management employees to fill leadership positions with qualified staff and boost company growth.
- Managed budgets and financial reporting, ensuring accurate forecasting and cost control for optimal profitability.
- Implemented training programs for staff members, improving overall team performance and productivity levels.
- Developed strong partnerships with key stakeholders, fostering collaboration to achieve shared goals.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Built relationships with customers and community to establish long-term business growth.
- Facilitated business by implementing practical networking techniques.
- Built relationships with clients to establish new contracts.
- Established a robust sales pipeline by cultivating leads through targeted prospecting efforts.
- Conducted market research and analysis to create detailed business plans on commercial opportunities, business development and expansion.
- Used key metrics and prepared reports for senior management to monitor performance of commercial activities.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Passionate about learning and committed to continual improvement.
- Demonstrated leadership skills in managing projects from concept to completion.
- Managed time efficiently in order to complete all tasks within deadlines.
- Worked effectively in fast-paced environments.
- Self-motivated, with a strong sense of personal responsibility.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Proved successful working within tight deadlines and a fast-paced environment.
- Proven ability to learn quickly and adapt to new situations.
- Developed and maintained courteous and effective working relationships.
Office Sale Responsible
GoldCar S.L
02.2018 - 11.2019
- Responsible for good customer experience and sales support.
- Enhanced company revenue by upselling additional services and insurance packages to clients.
- Maintained clean and inviting office spaces, contributing to a professional image for the company.
- Assisted in resolving conflicts or issues between customers and staff, fostering a positive work environment.
- Streamlined the rental process with efficient use of car rental software programs and tools.
- Conducted thorough inspections of vehicles before and after rentals, minimizing damage claims and maintaining fleet quality.
- Responded quickly to customer inquiries, answering questions and offering insight into products.
- Trained new employees on company policies, software usage, sales techniques, and customer service best practices.
- Continuously met or exceeded sales targets through effective communication and relationship building with clients.
- Customized homes in accordance with luxury and quality standards, continuously surpassing guest expectations.
- Managed multiple tasks in high-volume environment.
- Handled insurance and liability issues by coordinating with insurance companies and managing claims.
- Collaborated with team members to ensure seamless coordination of daily tasks, resulting in an organized and efficient workplace.
- Provided callers with product and customer service information to foster brand loyalty.
- Executed sales and marketing initiatives to increase revenue for company.
- Addressed guest complaints and resolved issues to promote satisfaction.
- Greeted customers with enthusiasm, offered to take orders and fulfilled each quickly and correctly.
- Assisted marketing efforts by participating trade shows distributing promotional materials creating awareness company's services offerings.
- Adhered strictly federal state regulations concerning driver's licenses insurance eligibility requirements fostering trust confidence among potential renters.
- Kept up-to-date rental records and customer information in company systems to track client interests and preferences.
- Educated customers on rental policies, procedures, and fees while maintaining excellent customer relations.
- Completed detailed assessments, effectively implementing comprehensive home consultation process.
- Drafted and reviewed lease agreements to lay out terms and conditions of rental and protect owner and renter rights.
- Worked flexible hours across night, weekend, and holiday shifts.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Worked effectively in fast-paced environments.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Strengthened communication skills through regular interactions with others.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Paid attention to detail while completing assignments.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Demonstrated leadership skills in managing projects from concept to completion.
Hotel Front Desk Receptionist
Grupo Viking Balear S.L
12.2017 - 01.2018
- Promoted hotel brand's loyalty program via social media, email and direct mail.
- Contributed to a positive work environment by maintaining a professional demeanor and collaborating effectively with team members across departments.
- Ensured high-quality telephone etiquette by answering calls promptly and professionally while managing multiple lines during peak hours.
- Streamlined reservation processes by diligently organizing and updating booking information in the hotel management system.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Coordinated with vendors for repair and maintenance of hotel.
- Managed cash transactions accurately, maintaining proper financial records for the reception area.
- Supported event planning efforts for conferences or special occasions held at the hotel premises.
- Developed and maintained positive relationships with guests for satisfaction.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
- Completed late check-ins and directed guests to rooms and facilities.
- Continuously updated knowledge on local attractions, restaurants, and transportation options to provide relevant recommendations for guests seeking guidance.
- Collected room deposits, fees, and payments.
- Enforced policies and procedures to increase efficiency.
- Introduced customers to resort amenities with pleasant and helpful demeanor.
- Demonstrated adaptability during busy periods by multitasking effectively to manage competing demands without compromising quality of service.
- Excellent communication skills, both verbal and written.
- Paid attention to detail while completing assignments.
- Delivered services to customer locations within specific timeframes.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
Special Call Center Operator
Global Remote Service
09.2014 - 02.2016
- Handled escalated calls effectively, using advanced conflict resolution skills to turn dissatisfied customers into loyal patrons of the business.
- Participated in ongoing training sessions, staying updated on product knowledge and industry trends for better customer support.
- Enhanced customer satisfaction by addressing and resolving complex inquiries in a timely manner.
- Spearheaded efforts to increase first-call resolution rates, leading to reduced wait times for customers seeking assistance.
- Actively participated in quality assurance initiatives, ensuring consistent delivery of exceptional service across all calls handled by the team.
- Streamlined call center operations for increased efficiency through effective call routing and queue management.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Educated customers on company systems, form completion, and access to services.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Increased efficiency and team productivity by promoting operational best practices.
Education
Some College (No Degree) - Accounting And Business Management
Ioan Slavici University
Timișoara, TM 04.2001 -
Some College (No Degree) - Business Management
West University
Timișoara, TM 04.2001 -
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High School Diploma -
Western Technical College
Timișoara, Romania 04.2001 -
Skills
Attention to Detail
undefinedSoftware
Confuence
Tableau
Salesforce
Power Point
Miro
Slack
Loom
Google Drive
Trello
Canva
DocuSign
Workday
Calabrio
Zoom
Timeline
Customer Advocate
Telus International - Atlassian Ltd.
03.2022 - 02.2024
Partner Advocate Team Leader - EMEA
Telus International – ATLASSIAN Ltd.
02.2022 - Current
Commercial Manager
Advanced Art Desing S.R.L
10.2020 - 12.2021
Office Sale Responsible
GoldCar S.L
02.2018 - 11.2019
Hotel Front Desk Receptionist
Grupo Viking Balear S.L
12.2017 - 01.2018
Special Call Center Operator
Global Remote Service
09.2014 - 02.2016
Some College (No Degree) - Accounting And Business Management
Ioan Slavici University
04.2001 -
Some College (No Degree) - Business Management
West University
04.2001 -
High School Diploma -
Western Technical College
04.2001 -
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