danut pamfil

I’m a Customer Experience & Training Specialist with 5+ years of experience across onboarding, CRM operations, and customer support in high-volume environments. I focus on turning customer lifecycle work into clear, measurable workflows that teams can execute confidently.

In my current role at a Digital Gaming Platform (2023–Present), I manage high-volume customer support operations within CRM systems using Zendesk and Salesforce. I resolve complex cases while maintaining quality standards, optimize workflows with internal teams, and continuously improve documentation and the knowledge base.

From 2020–2023, I led onboarding and training for CRM & operations—delivering onboarding programs for new hires to improve ramp-up time. I trained teams on CRM workflows and operational tools, created SOPs for consistency, and provided coaching and feedback to strengthen service quality.

Earlier, as an AppleCare Technical Support Representative (2016–2018), I supported customers in a KPI-driven environment while maintaining strong satisfaction and strict data protection procedures. I’m energized by remote collaboration, cross-functional teamwork, and process optimization—especially when pairing strong tooling (Salesforce, Zendesk, Jira, Confluence) with practical enablement.