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 (1 year 4 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.
Led 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
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