Open to opportunities

Elena Nedelcu

@elenanedelcu

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Strategic support leader who builds scalable, AI-driven support operations and teams.

Canada

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What I'm looking for

I seek senior roles leading global support and transformation where I can apply AI/automation, drive enablement, improve CSAT/ESAT, and partner with executives for scalable outcomes.

I am a Strategic Support Leader with 25+ years of experience scaling SaaS, technical, and customer-support teams globally, focused on transforming team culture and optimizing operations to deliver exceptional customer outcomes.

I specialize in deploying AI and automation—launching chatbot deflection flows and an AI QA platform—to reduce backlog and boost CSAT, and I’ve led large post-merger integrations that delivered multi-million dollar savings.

My background includes designing enablement programs, LMS implementations, workforce planning, forecasting, and data-cleansing initiatives, along with launching Knowledge-Centered Support, Kepner-Tregoe, and Intelligent Swarming frameworks to improve FCR and reduce case volumes.

I partner effectively with executives and boards, drive cross-functional escalation and QA programs, and build scalable support systems that improve ESAT, CSAT, resolution time, and reduce customer effort and churn.

Experience

Work history, roles, and key accomplishments

Director of Project Management

MSP Corp

Mar 2024 - Feb 2025 (11 months)

Developed and launched an enablement program for product onboarding and led post-merger integration across 16 business units, delivering $3.25M in annual savings through tool and data center consolidation and standardizing service operations across four regions.

Post Merger Integration Enablement Service Operations Workforce Planning Cost Optimization Change Management Vendor Consolidation

Director of Customer Support

Sherweb

Mar 2023 - Oct 2023 (7 months)

Built AI-powered chatbot deflection and an AI-driven QA program that reduced backlog and boosted CSAT 17% in 90 days, while implementing escalation workflows and optimizing workforce management to improve FCR and response times.

Chatbot QA Automation Customer Support Operations Workforce Management Escalation Management ITSM CSAT Process Optimization

Senior Manager, Global Enablement

Ping Identity

Jan 2021 - Feb 2023 (2 years 1 month)

Led global enablement and technical support operations across 16+ products, launching an LMS and bootcamp to reduce time-to-productivity, owned strategic tools/systems, and implemented Intelligent Swarming to scale support efficiency.

Enablement LMS Technical Support Operations Project Management Process Automation Onboarding

Senior Support Manager

Ping Identity

Oct 2019 - Jan 2021 (1 year 3 months)

Managed support for 1,100+ enterprise clients and a 50-person team, implemented QA, KCS and Kepner-Tregoe methodologies to reduce case volumes and increase self-service resolution rates.

Team Leadership Kepner Tregoe Quality Assurance Enterprise Support SLA Management Performance Metrics

Regional Support Manager

Ping Identity

Jan 2018 - Oct 2019 (1 year 9 months)

Led post-sales support for 500+ regional accounts, developed scalable bootcamp and LMS training programs, and optimized regional resources including closing an office to centralize operations.

Post Sales LMS Workforce Optimization Account Management Onboarding Process Improvement

Support Operations Manager

Ping Identity

May 2015 - Jan 2018 (2 years 8 months)

Architected a tiered global support model and integrated KCS and KT frameworks across products, improving SLA adherence, support velocity, and knowledge-sharing initiatives.

Support Architecture Knowledge Management SLA Management Training Global Support Continuous Improvement

Manager, Cloud Infrastructure

NTT Data

Mar 2013 - May 2015 (2 years 2 months)

Transformed a data center and service desk into a Support Operations Center, managed 40+ accounts with global teams, implemented multi-tier escalation and KCS, and improved incident resolution and business continuity planning.

Cloud Support Data Center Operations Escalation Management Business Continuity Customer Success Incident Management Process Design

Senior Analyst Team Leader

BlackBerry

Jan 2010 - Sep 2012 (2 years 8 months)

Led analyst teams in high-volume technical support, implemented tiered knowledge-sharing and escalation systems, and drove improvements in resolution time and cost-efficiency through performance analytics.

Technical Support Team Leadership Knowledge Management Performance Analytics Coaching Continuous Improvement

Support Supervisor

BlackBerry

Mar 2007 - Jan 2010 (2 years 10 months)

Supervised 30+ desktop support associates for enterprise partnerships, led QA programs and performance management to improve SLA adherence and CSAT metrics.

Team Supervision Quality Assurance SLA Management Performance Coaching Desktop Support Partner Operations Process Optimization Monitoring

Quality Assurance Analyst

BlackBerry

Sep 2006 - Mar 2007 (6 months)

Implemented business continuity practices and developed QA metrics, dashboards, and feedback loops to reduce repeat incidents and improve escalation handling.

Quality Assurance Metrics Process Improvement Dashboarding

Online Support Supervisor

BlackBerry

Jan 1999 - Jan 2005 (6 years)

Promoted from frontline QA to supervise 20+ agents in high-volume call center support for North American clients, improving resolution rates through coaching and formalized QA-feedback loops.

QA Coaching Performance Monitoring Customer Support Training