Rareș Oltean
Iași
Summary
Dynamic and results-driven Marketing & Communications Coordinator with 8+ years of experience leading cross-functional teams, optimizing customer success strategies, and driving high-impact digital campaigns.
Proven track record in team leadership, lead generation, and retention across international markets. Skilled in CRM automation, KPI analysis, and marketing performance oversight, with hands-on experience across tools like Meta Ads, Zapier, Freshdesk, and Microsoft Dynamics.
Adept at enhancing customer experience, streamlining operations, and aligning communication efforts with business goals. Passionate about creating meaningful brand interactions and leading teams toward consistent, measurable growth.
Overview
9
9
years of professional experience
Work History
Marketing and Communications Coordinator
Dare Trade Academy
09.2024 - Current
- Led a multidisciplinary marketing team of 4 (Digital Content Creator, Copywriter, Media Buyer, and Graphic Designer) to deliver high-performing ad creatives aligned with recruitment objectives and organic growth strategies across Facebook, Instagram, and TikTok.
- Designed strategic video content plans for recruitment events spanning 9 countries under Veo Worldwide Services, ensuring consistent brand awareness, visual identity, and timely production cycles.
- Orchestrated lead generation, engagement, and nurturing campaigns via email marketing, WATI automation, and employee co-optation initiatives to boost recruitment conversion.
- Oversaw META Ads campaign performance and reporting, ensuring cost per lead remained within budget and KPIs set by the board were consistently met or exceeded.
Customer Success Manager
ALAN
02.2022 - 01.2025
- Ensured exceptional customer satisfaction by maintaining SLA response rates and optimizing user experience workflows.
- Collaborated cross-functionally with Sales and Product teams to deliver insightful customer behavior trend analyses.
- Built and enhanced CRM tracking tools, enabling clearer visibility into sales operations performance.
- Led and coached a team of two Customer Success Specialists, boosting report turnaround time through smart automation (Zapier, Google Sheets, proprietary tools).
- Drove improvements in retention and satisfaction metrics through process refinement and user-centric service models.
Customer Service Manager
OwnLocal
12.2020 - 01.2025
- Directed regional customer service departments to deliver consistent, high-quality support aligned with business objectives.
- Customized onboarding processes based on client needs, improving product adoption and customer lifecycle success.
- Engineered automations with Zendesk, Slack, and Zapier, reducing manual workload and accelerating response times.
- Oversaw support operations, including financial inquiries and workflow optimization using Stripe and internal CRM platforms.
- Acted as a key liaison between engineering and client support, aligning technical efforts with customer goals.
Customer Support Representative
OwnLocal
01.2019 - 12.2020
- Provided support for onboarding and ad-related issues via Freshdesk and direct publisher communications.
- Maintained and updated client data using admin panels and Sage Intacct, resolving billing disputes and issuing credits.
- Generated detailed monthly ad reports and participated in agile team meetings for continuous process updates.
- Supported technical operations including WordPress maintenance and PDF/XML ad content conversions.
Manager of Social Media and Talent Acquisition
EmberSoftware SRL
10.2022 - 12.2024
- Managed a 20+ member live chat team with an emphasis on service quality, performance KPIs, and scheduling efficiency.
- Designed and implemented internal operations infrastructure (Discord servers, leaderboards, policies) to improve clarity and accountability.
- Led recruitment and onboarding processes; trained all hires through shadowing and structured coaching sessions.
- Developed strategic plans for social media engagement, ensuring consistent delivery across timeframes and goals.
Customer Support Representative
Vigoshop
11.2018 - 09.2019
- Delivered real-time support via live chat, WhatsApp, and Facebook, maintaining SLA thresholds under pressure.
- Assisted customers through the purchase funnel, boosted conversions via personalized discounts.
- Managed and updated order logistics in Metakocka CRM; coordinated directly with clients on shipping and payment queries.
Project Manager
Tru. Agency
07.2018 - 10.2018
- Led sprint planning and daily standups for a development team using ClickUp.
- Provided feedback loops and mentorship to enhance developer productivity and cross-functional alignment.
- Created weekly progress reports and communicated directly with stakeholders on milestones.
Panel Support Services USA Specialist
GFK Romania Market Research Company
01.2018 - 07.2018
- Managed a helpdesk team of 30+, identified operational bottlenecks, and provided coaching to drive performance.
- Built CRM automations in Microsoft Dynamics to accelerate reporting and task execution.
- Facilitated training sessions and strategy meetings to align team goals with service standards.
Help-desk Agent with English
GFK Romania Market Research Company
02.2017 - 01.2018
- Supported Google’s Screenwise Panel via inbound/outbound calls and email.
- Delivered tech troubleshooting, hardware/software support, and reward management via Excel and internal dashboards.
- Mentored new agents and contributed to process documentation for knowledge transfer.
Intern EEA Grants
FossHotel Reykholt
06.2016 - 09.2016
- Rotated through customer service, kitchen assistance, and waitstaff roles in a hospitality environment.
- Enhanced cross-cultural communication skills and gained hands-on experience in international guest services.
Education
Bachelor's Degree - Geography and Geology
Alexandru Ioan Cuza University
Iasi01.2018
High - School Diploma - Philology
Garabet Ibraileanu National College
Iasi01.2012
Skills
- Team Management & Leadership
- Customer Success Strategy & Retention
- Recruitment & Talent Development
- SLA/OLA Compliance & Client Satisfaction
- Customer Relationship Management & Experience Optimization
- Lead Generation & Conversion Strategy
- Performance Marketing (Meta Ads & KPIs)
- KPI Reporting & Budget Monitoring
- CRM & Automation (Zapier, Freshdesk, Dynamics)
- Process Optimization & Workflow Automation
Languages
Romanian
Bilingual or Proficient (C2)
English
Advanced (C1)
Traveling & Cultural Exploration
I’ve traveled to around 10 countries across Europe, always curious about the architecture, local food, language, and how people live day to day. I love blending in with local communities, chatting with people, and getting a feel for their history and culture. It’s something that constantly inspires how I communicate and connect with others.
Timeline
Marketing and Communications Coordinator
Dare Trade Academy
09.2024 - Current
Manager of Social Media and Talent Acquisition
EmberSoftware SRL
10.2022 - 12.2024
Customer Success Manager
ALAN
02.2022 - 01.2025
Customer Service Manager
OwnLocal
12.2020 - 01.2025
Customer Support Representative
OwnLocal
01.2019 - 12.2020
Customer Support Representative
Vigoshop
11.2018 - 09.2019
Project Manager
Tru. Agency
07.2018 - 10.2018
Panel Support Services USA Specialist
GFK Romania Market Research Company
01.2018 - 07.2018
Help-desk Agent with English
GFK Romania Market Research Company
02.2017 - 01.2018
Intern EEA Grants
FossHotel Reykholt
06.2016 - 09.2016
Bachelor's Degree - Geography and Geology
Alexandru Ioan Cuza University
High - School Diploma - Philology
Garabet Ibraileanu National College
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