IONUT DUMITRU DUNCA
Bucharest
Summary
Driven professional with expertise in customer success and sales support, adept at managing renewals and fostering customer retention through strategic account management. Skilled in leveraging CRM tools and business analysis to enhance customer relationships and business development. Eager to contribute to a dynamic team as a Customer Success Manager. Ambitious professional with articulate communication skills and strong focus on client satisfaction. Demonstrates exceptional leadership and social aptitude to build and maintain strong customer relationships, driving success and achievement in all initiatives.
Professional with proven track record in customer success. Skilled in client relationship management, problem-solving, and driving customer satisfaction. Strong focus on team collaboration and delivering impactful results. Adaptable, reliable, and skilled in communication and conflict resolution.
Results-driven professional with substantial expertise in customer relationship management and support. Skilled at identifying and addressing customer needs to deliver tailored solutions that enhance satisfaction and loyalty. Known for exceptional team collaboration and adaptability to shifting priorities, ensuring consistent achievement of goals.
Overview
6
6
years of professional experience
Work History
Customer Success Specialist/Sales and Renewables
Veeam Software
04.2025 - Current
- Effectively manages renewal and ensures growth of all contracts in assigned territory
- Proactively monitors the funnel of expiring agreements, executes actions in timely manner to ensure the continuation of assigned customers on maintenance agreements
- Provides timely proposals and quotes as requested pursuant to terms of customer and/or partner agreements
- Efficiently handles customer and partner inquiries related to quotes, pricing, co-terming, up-selling and reinstatement of maintenance contracts
- Work cross functionally with sales and others to ensure customer retention, prepare NSQ's
- Positively interacts and collaborates with customers, Veeam partners, and Veeam associates
- Identifies and pursues maintenance reinstatement opportunities
- Focuses on customer retention, renewal rate, and high velocity selling
- Ensure appropriate support to Veeam's channel partners, to successfully close renewal and additional licenses
- Utilized CRM software effectively to track progress and performance against goals set for each account.
- Conducted customer outreach initiatives to build relationships and foster loyalty.
- Drafted reports on key performance indicators related to customer success.
- Provided exceptional customer service to ensure customer satisfaction and retention.
Customer Operations Specialist/Service Analyst
Swicon Group / HP Inc.
08.2022 - 03.2025
- Manages and resolves a variety of customer issues ensuring prompt and satisfactory solutions.
- Maintains clear, initiative-taking, and prompt communication with customers and channel partners on order and delivery status.
- Maintains detailed records of customer interactions, support activities, and issue resolution, ensuring accuracy and completeness for reporting and future reference.
- Supports in developing strategies to enhance customer retention, loyalty, and satisfaction.
- Maintains relationships with vendors and channel partners, ensuring smooth collaboration and effective communication to meet customer needs.
- Ensures adherence to organizational policies and procedures related to customer engagement and support activities, including compliance with legal requirements.
- Participates in ongoing training and development programs to stay updated on industry trends, best practices, and emerging technologies.
- Generates regular reports on key performance metrics, customer satisfaction, and issue resolution effectiveness to management and relevant stakeholders.
- Conducted data analysis to evaluate service performance and develop improvement plans.
- Provided guidance and support to junior team members in resolving complex client inquiries.
- Researched industry best practices to improve existing services procedures.
- Analyzed customer data to find areas of improvement in operations and services.
- Collaborated effectively with cross-functional teams to ensure successful delivery of solutions to customers.
Technical Support Specialist
CGS Romania
10.2019 - 06.2022
- Troubleshooting mobile phone devices and/or telecommunication service.
- Installing, updating, and ensuring compatibility of software and hardware.
- Provided technical support to internal and external customers, resolving hardware and software issues promptly.
- Provided remote client support by troubleshooting hardware, network, software, and customer service-related requests and inquiries.
- Delivered solutions by identifying problems, researching answers, and guiding users through corrective steps.
Education
Bachelor of Science (B.S.) - Business Administration
Bucharest Academy of Economic Studies
07.2020
Skills
- Microsoft Office Suite
- Account management
- Customer segmentation
- Adaptability and flexibility
- Decision-making
- Product knowledge
- Lead generation
- Business analysis
- Sales support
- Customer onboarding
- Critical thinking
- Customer relations
- Business development
- Feedback collection
- CRM software
- Cross-functional coordination
- Building rapport
- Sales expertise
- Problem resolution
- Team development
- Sales closing
- Product sales
- Product education
- Minute taking
- Active listening
- Verbal and written communication
- Creative problem solving
- Client relations
- Conflict resolution
- Shipping procedures
- Microsoft outlook
- Complaint resolution
- Follow-up skills
- Microsoft Excel
- Relationship building
- Customer relationship management (CRM)
- Dispute resolution
- Stress management
languages
English
Bilingual
Timeline
Customer Success Specialist/Sales and Renewables
Veeam Software
04.2025 - Current
Customer Operations Specialist/Service Analyst
Swicon Group / HP Inc.
08.2022 - 03.2025
Technical Support Specialist
CGS Romania
10.2019 - 06.2022
Bachelor of Science (B.S.) - Business Administration
Bucharest Academy of Economic Studies
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