Andrei Varga
@andreivarga
Customer support leader driving productivity, quality, and cross-functional collaboration.
RomaniaWhat I'm looking for
I am a results-driven customer support leader with 7+ years of experience transforming global, multi-channel operations. I specialize in raising team performance, standardizing processes, and delivering sustained SLA excellence.
At Patrianna I led a total quality transformation, improving QA scores from 70% to over 95% and increasing average daily contacts handled per agent from 85 to over 95. I govern departmental strategy, set KPIs, and coach senior staff to ensure consistent performance and retention.
Previously I spearheaded performance strategy and quality improvements across North American and multi-market teams at Genpact, lifting QA from 50% to over 80% and coordinating cross-market KPI alignment. I also managed real-time global resource deployment and maintained SLAs above 90% at 888 Sparkware.
I bring a hands-on approach to training, workforce planning, compliance (KYC), performance management, and stakeholder collaboration, and I am committed to building high-trust teams that consistently meet operational and quality targets.
Experience
Work history, roles, and key accomplishments
Customer Support Manager
Patrianna
Feb 2025 - Present (8 months)
Led the Customer Support department (13 reports) and implemented QA and training initiatives that raised QA scores from 70% to 95%+ and increased average daily contacts per agent from 85 to 95+. Drove cross-functional process improvements, scheduling continuity, and tiered performance management to ensure SLA compliance.
GELed North American performance strategy and managed multi-market teams (up to 20 agents), improving team QA scores from 50% to over 80% via coaching, development plans, and SuperAgent support. Managed billing, resource allocation, and stakeholder implementations to optimize operations.
Shift Manager
888 Sparkware
Jan 2023 - Mar 2024 (1 year 2 months)
Managed global resource deployment and maintained SLAs ≥90% across chats, calls, and emails for a multi-market portfolio, delivering daily reporting and performing time-sensitive back-office and compliance (KYC) tasks to preserve operational integrity.
Customer Support Agent
888 Sparkware
Aug 2021 - Jan 2023 (1 year 5 months)
Handled high-risk customer inquiries and complex KYC verifications, reducing operational risk and accelerating resolution for promotional issues while training new agents on verification and risk-identification protocols.
Team Manager
Cat Mobile Accessories
Nov 2017 - Oct 2020 (2 years 11 months)
Supervised and developed a support team (up to 4 agents), cutting average call duration from 15–20 minutes to 3–5 minutes and improving NPS while resolving 100% of invoicing errors after a billing client change.
Support Agent
RCS-RDS
Aug 2016 - Nov 2017 (1 year 3 months)
Performed advanced troubleshooting for DSL, fiber, coaxial, and satellite services, achieving high first-call resolution rates and communicating technical and commercial options to an international customer base.
Education
Degrees, certifications, and relevant coursework
Hyperion University
Economic/Management
2020 - 2023
Completed studies in Economic/Management with focus on business and management principles.
Tech stack
Software and tools used professionally
Availability
Location
RomaniaAuthorized to work in
Job categories
Interested in hiring Andrei?
You can contact Andrei and 90k+ other talented remote workers on Himalayas.
Message AndreiFind your dream job
Sign up now and join over 100,000 remote workers who receive personalized job alerts, curated job matches, and more for free!
