Denis Popa
Bucharest
Summary
Leveraged 8+ years of bilingual customer service experience to develop strategies that drive business growth and retention. Passionate about using AI to optimize processes and enhance customer experience. Led two cross-functional remote CS teams through the acquisition and migration of two SaaS products over 2.5 years, collaborating with marketing, product, and engineering. Built a quality framework to monitor user input, driving continuous product improvement. Fostered a strong remote team dynamic across 6 countries, boosting team satisfaction by 20%
Overview
9
9
years of professional experience
Work History
Team Manager
Partnerhero X Crescendo
08.2024 - Current
- Led two CS teams, overseeing hiring, training, and performance management for a SaaS company
- Designed product training programs and conducted workshops to enhance skills.
- Managed recruitment, onboarding, and team development strategies.
- Worked with Product, Marketing and Operations teams to align strategies with business goals.
- Implemented CSAT improvement project
Team Lead
PartnerHero
11.2021 - 08.2024
- Managed and coached a high-performing CS team, handling hiring, training, and escalations for a Saas company
- Led new hire training and continuous development, improving team performance.
- Implemented Zendesk AI to streamline support and enhance efficiency.
- Conducted 1:1s, quality evaluations, and process improvements to drive KPIs.
- Collaborated with Marketing & Product to align CS with business goals.
- Reported bugs, outages, and site issues, managing escalations and team decisions.
Back Office Referent
Rebound Trade
02.2021 - 11.2021
- Supply management for 45 stores in France
Accounts Payable Specialist
Mood Media
07.2020 - 02.2021
- Managed and processed outgoing payments for a portfolio of customers, ensuring all invoices were accurately recorded, approved, and paid on time
Quality Assurance Specialist
Majorel
07.2019 - 07.2020
- Recruited and onboarded new candidates, managing a portfolio of car dealerships.
- Analyzed and implemented process improvements to enhance service quality.
- Led one-on-one coaching and team meetings to foster engagement and share best practices.
- Achieved a 30% increase in quality, consistently meeting monthly objectives.
Quality Assurance Specialist
CGS
07.2018 - 07.2019
- Developed and implemented a quality framework, analyzing team performance to create strategies that ensure optimal client satisfaction.
- Trained new hires and existing employees on fitness product troubleshooting.
Technical Support Agent
CGS
04.2016 - 07.2019
- Assisted clients in identifying and troubleshooting technical issues, providing effective solutions to ensure satisfaction.
Education
Therapist Training -
Association of Cognitive Behavioral Therapies And Rehabilitation Programs
Bucharest, B01.2023
Master's Degree - Health Psychology - Clinical Research And Behavioral Optimization
University of Bucharest
Bucharest, B06.2020
Bachelor of Science - Psychology
University of Bucharest
Bucharest, B06.2018
Skills
- Ability to Work Under Pressure
- Communication
- Results-Oriented
- Customer-Centric
- Global Team Coordination
- Empathetic
Languages
English
French
Timeline
Team Manager
Partnerhero X Crescendo
08.2024 - Current
Team Lead
PartnerHero
11.2021 - 08.2024
Back Office Referent
Rebound Trade
02.2021 - 11.2021
Accounts Payable Specialist
Mood Media
07.2020 - 02.2021
Quality Assurance Specialist
Majorel
07.2019 - 07.2020
Quality Assurance Specialist
CGS
07.2018 - 07.2019
Technical Support Agent
CGS
04.2016 - 07.2019
Therapist Training -
Association of Cognitive Behavioral Therapies And Rehabilitation Programs
Master's Degree - Health Psychology - Clinical Research And Behavioral Optimization
University of Bucharest
Bachelor of Science - Psychology
University of Bucharest
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