Andreea Primac

Scaled support from 5 to 22 staff and led Zendesk→Salesforce and Aircall→Zoom migrations, improving CSAT from 84% to 97% and reducing SLA breaches from ~20% to under 2%. Implemented coaching, QA, dashboards and self-service, accelerating time-to-first-reply from 58 to 13.2 hours.

Recruited and led 8 technical agents, drove CRM transition to Salesforce, introduced Zoom support and onboarding processes, achieving average CSAT >90% and reducing SLA breaches to under 5%.

Advanced quickly from 1st-level to technical specialist, independently managing technical support with CSAT >95% and SLA breaches below 5%, and reduced recurring issues by 20% through trend analysis.

Advised customers on complex bookings using CRS (Sabre), exceeding targets by 40% and achieving expert certifications across travel sectors.

Provided phone, email and chat support resolving complex inquiries while reducing average handling time by 25% and maintaining high customer satisfaction across multiple languages.

Developed product positioning and pricing strategies that increased annual revenue by 20% and boosted customer inquiries by 30–40% through targeted campaigns and trade show representation.

Designed travel programs and pricing strategies that increased new customer acquisition by 15% and raised customer satisfaction above 90%; implemented a quotation system that cut itinerary creation time from hours to under 30 minutes.

Developed the Indian market segment, increasing inbound Indian travelers by 70% and negotiated supplier contracts to optimize costs and profitability.

Studies in Foreign Languages and Literature from October 2005 to July 2007.

Grade: 9.86/10

Secondary education completed in September 1993 to July 2005 with a reported final score of 9.86/10.