Bucharest, Bucharest, Romania
With over 15 years of experience in the tech industry, I have built strong expertise in customer experience, project management, and process optimization. I hold ITIL and CCNA certifications alongside a degree in Information Technology, which allows me to operate confidently at the intersection of business, data, and technology. In my current role, I lead end-to-end customer marketing and operational improvement projects for the Enterprise segment, driving higher customer satisfaction, product adoption, and internal efficiency. I work across multiple global teams to streamline processes, improve data flows, and design impactful survey and reporting frameworks using platforms such as Salesforce, HubSpot, Alchemer, Power BI, Outreach, PAN, GravityZone Console, and internal web systems. In parallel, I run my own Excel training practice, delivering hands-on workshops and customized programs for companies and individuals. Over the last decade, I have trained more than a thousand professionals, covering topics ranging from data visualization and pivot tables to Power Query, automation, and VBA programming. My approach is practical, structured, and tailored to real business workflows. My mission is to deliver measurable improvements - whether by simplifying complex processes, driving customer-centric strategies, or empowering professionals to work smarter with Excel. I’m committed to creating clarity, unlocking efficiency, and generating long-lasting impact across every project I work on.
• Managed projects to streamline processes and improve customer satisfaction. • Implemented trial capabilities in the GravityZone console, automating Salesforce follow-ups. • Improved operational efficiency with tools like HubSpot, Alchemer, Power BI, and Outreach. • Simplified workflows, aligning marketing operations with business goals.
• Launched a Healthcheck process to improve customer engagement and retention. • Automated B2B communications for health checks, upsells, and renewals. • Improved UX for the GravityZone console, increasing customer satisfaction and NPS. • Simplified customer journeys and aligned processes with business goals.
• Created a new evaluation form to improve customer service quality. • Designed a process to address negative feedback and reduce resolution times. • Increased NPS by 30% and CSAT by 20% through process improvements. • Implemented quality checks for Salesforce and Deskpro to improve data integrity.
• Delivered Excel trainings to 1,000+ professionals from companies across IT, finance, operations, sales and customer support. • Achieved consistent NPS scores between 90–100, with exceptional feedback for clarity, applicability and teaching style. • Designed and delivered corporate Excel programs (Beginner → Advanced), including hands-on workshops tailored to real workflows (sales reporting, financial analysis, DWH exports, CRM dashboards etc.). • Developed a 10-hour structured online course (43 lessons), praised for practical examples and immediate applicability in business contexts. • Taught advanced Excel topics: dynamic formulas, pivot tables, Power Query, data modeling, automation flows, error handling, and complex real-world case studies. • Provided 1-on-1 and team coaching for improving reporting efficiency, business insights and automation of repetitive tasks. • Collaborated with corporate clients to optimize existing Excel reporting ecosystems, reducing time spent on manual tasks by 30–70% through structured training + automation.
• Managed high-priority incidents, ensuring fast resolution of critical issues. • Led escalations and maintained clear communication with stakeholders to minimize downtime. • Improved team performance through training and support in incident management processes. • Monitored IT infrastructures to preemptively identify and address issues, ensuring operational continuity.
• Provided technical support for Windows, Active Directory, and Citrix. • Troubleshot network and application issues, ensuring timely resolutions. • Managed support requests to minimize downtime and improve efficiency. • Monitored IT systems to identify and resolve issues proactively.