Open to opportunities

flavia filip

@flaviafilip

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Experienced Customer Success Specialist focused on SaaS and onboarding.

United Kingdom

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What I'm looking for

I am looking for a role that values collaboration, innovation, and customer-centric solutions, with opportunities for professional growth.

I am a Customer Success & SaaS Onboarding Specialist with over 10 years of experience dedicated to enhancing customer retention and product adoption in dynamic tech environments. My expertise lies in collaborating with Product, Engineering, and Support teams to resolve customer issues, implement self-service journeys, and document success playbooks. I am proficient in onboarding APIs and lifecycle metrics, including NPS, CSAT, and churn, which allows me to drive cross-functional customer outcomes effectively.

Throughout my career, I have successfully managed inbound leads, reduced response times, and mentored junior team members to improve onboarding processes. My role at Papaya Global involved leading onboarding for global payroll SaaS customers, where I significantly reduced time-to-first-value and maintained high customer satisfaction scores. I am passionate about creating scalable implementation plans and optimizing customer journeys to ensure seamless experiences.

Experience

Work history, roles, and key accomplishments

Current

Inbound Sales Representative

Current

Remote.com

May 2022 - Present (3 years 1 month)

Managed over 300 inbound leads monthly across EMEA and North America, qualifying prospects for payroll and HR tech solutions. Collaborated with Solutions Engineers and Product teams to scope technical onboarding readiness and ensure seamless CRM data hygiene.

Lead Qualification CRM Management API Documentation Sales Enablement Mentorship

Customer Success Manager

Papaya Global

Mar 2022 - Present (3 years 3 months)

Led onboarding for global payroll SaaS customers, reducing time-to-first-value by 28%. Triaged integration issues, working closely with Engineering to resolve data and API problems.

Onboarding API Integration Customer Success

Operations Specialist

Pure Planet

Oct 2020 - Present (4 years 8 months)

Automated support workflows using JIRA and Slack, reducing handling times by 22%. Built internal dashboards to identify recurring issues and improve customer triage.

Workflow Automation Jira Slack Data Analysis Process Optimization

Digital Service Advisor

Pure Planet

Oct 2019 - Present (5 years 8 months)

Resolved 95% of customer tickets at first contact using Zendesk Chat and live workflows. Helped build macros and triage flows that cut ticket duplication by 18%.

Customer Support Zendesk Workflows Ticketing

Senior Operations Administrator

OVO Energy

Feb 2018 - Present (7 years 4 months)

Improved billing process accuracy by 42% through automation and training redesign. Developed KPI dashboards that informed cross-functional performance reviews.

Automation KPIs Training Redesign

Customer Service Operations Manager

Eldon Insurance

Apr 2014 - Present (11 years 2 months)

Managed a 12-person team, achieving consistent CSAT scores over 90% across three years. Implemented performance systems that reduced response times and escalations by 35%.

Team Management CSAT NPS Customer Lifecycle Management

Education

Degrees, certifications, and relevant coursework

Richard R. Green High School of Teaching

High School Diploma, General Studies

Completed high school education, earning a High School Diploma. Focused on foundational subjects to prepare for further academic or professional pursuits.