At Revolut, I developed custom performance-tracking tools using AppScript and open-source software, increasing team efficiency by 25%. As Team Lead/Line Manager, I led and coached a team of 10+ Customer Support Specialists and ranked in the top 1% of managers company-wide in Q2 2026.
As an Advanced Support Specialist, I owned the final escalation tier for the Product Experts queue. I worked with Customer Experience Managers and Product teams on root-cause analysis, reducing repeat escalations by up to 30% on key topics.
As a VIP Support Specialist, I developed a Goodwill Policy for the top-tier plan that was rolled out company-wide. It reduced SME escalations by over 50%, increased customer satisfaction by approximately 40%, and reduced handling time.
Earlier at Revolut, I provided customer support across chat, phone, and email, and mentored peers and new hires. Before that, I handled customer inquiries and back-office operations at S.C. AlmavivaServices S.R.L. I also completed a Bachelor's degree in Energy Engineering.
