Open to opportunities

Dragos Plustea

@dragosplustea

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Customer Success leader handling tech, billing, and tax issues end to end.

Romania

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What I'm looking for

I’m looking for Customer Success, Customer Support, or Account Management where I can manage client relationships end to end, partner with operations/IT to resolve issues fast, and improve support with practical tools like AI—ideally including remote research/data work too.

Over six years of experience in account management, technical support, and customer success across telecom, media, and fintech companies in Romania. I handle client relationships end to end—first contact, technical issues, billing, contracts, and renewals—while working with operations, product, and IT to actually get problems fixed instead of just logged.

In my current role at Solo Fintech, I’m a senior agent across Customer Success and Operations, specialising in tax statements. I built and maintain an AI-powered chat assistant scoring around 96% on QA compliance reviews, and I developed XFA-based generators that automatically produce and integrate XML for ANAF’s D700 and D212 tax forms, reducing manual recurring filing work; I also provide UI feedback, debugging support, and research aligned with the Romanian Fiscal Code (Codul Fiscal).

Experience

Work history, roles, and key accomplishments

Current

Senior Customer Satisfaction Specialist

Current

Solo Fintech

Apr 2023 - Present (3 years 4 months)

Provided end-to-end customer success for a digital accounting platform, handling client questions and tax/billing issues via email and phone. Coordinated with Operations, Marketing, Product, and IT to keep tax processes up to date, and built an AI-powered chat assistant plus automated XML/XFA generators for ANAF tax forms.

Customer Success Account Management Technical Support Billing Support Product Feedback Tax Code Research QA Compliance Customer Support Automation XML ANAF D700 ANAF D212 Cross Functional Collaboration

Account Management

Mood Media

Jul 2019 - Jan 2023 (3 years 6 months)

Handled inbound client issues end to end through phone and email, including technical problems, recontracting, and platform upgrades. Proactively identified unreported issues and worked with other departments to resolve matters on time to prevent cancellations.

Inbound Customer Support Account Management Technical Problem Solving Rebuilding Support Customer Retention

Sales & Order & Technical Support

CGS

Jun 2018 - May 2019 (11 months)

Provided support for the Sprint account by moving between sales, order support, and technical support roles. Managed sales calls for US customers, resolved order queries and issues, and troubleshot technical problems for mobile customers.

Sales Support Technical Support Troubleshooting Client Communication

Customer Success Manager

Solo

Started as a Customer Success Manager, then expanded into more complex accounting work due to understaffing. Took on operational tax statement responsibilities (including the health insurance portion) and moved toward semi-automating parts of the manual process.

Customer Success Accounting Tax Statements Health Insurance Tax Portion Operational Support Process Automation