FMFlorentina MD
@florentinamd
Customer Experience Manager with a passion for team leadership.
RomaniaWhat I'm looking for
As a Customer Experience Manager with over 4 years of experience, I have honed my skills in e-commerce support and remote team leadership. My journey has been marked by a proven ability to manage high-volume ticketing systems, handling over 5,000 tickets monthly while maintaining an impressive customer satisfaction score of 4/5. I thrive on building clear processes that enhance customer satisfaction and lead distributed teams to success.
Currently, I lead a remote team at Irresistible Me, where I focus on onboarding and training new support agents, ensuring they are equipped to handle customer inquiries efficiently. My expertise in tools like Shopify, Richpanel, and Gorgias allows me to streamline operations and resolve chargebacks effectively. I am passionate about improving team performance through the development of internal SOPs and proactive communication strategies, always aiming to enhance the customer experience.
Experience
Work history, roles, and key accomplishments
Customer Service Manager
Irresistible Me
Jan 2024 - Present (1 year 5 months)
Led a remote team of three support agents, managing over 5,000 monthly tickets with an average resolution time under 30 minutes and maintaining a 4/5 CSAT score. Coordinated daily operations using Richpanel, Shopify, and 3PL systems to ensure efficient order and return handling, while also resolving chargebacks across multiple platforms. Developed and documented internal SOPs to improve consistenc
Customer Service Specialist
Irresistible Me
Jan 2021 - Present (4 years 5 months)
Handled customer inquiries and support tickets via Gorgias (email and chat) with high accuracy and empathy, processing orders, returns, and refunds using Shopify and 3PL logistics systems. Managed product reviews and escalations using RaveCapture, creating templates and internal notes to standardize ticket responses and improve workflow. Flagged recurring issues and communicated with cross-functio
Fulfillment Operations Specialist
Amazon
Jan 2019 - Present (6 years 5 months)
Executed high-volume order picking, packing, and shipping in a fast-paced fulfillment environment, ensuring adherence to strict quality control procedures. Maintained inventory accuracy and collaborated effectively with warehouse teams to meet key performance indicators. Optimized dispatch flows to enhance overall operational efficiency.
Education
Degrees, certifications, and relevant coursework
UBUniversity of Bedfordshire
M.Sc. in International Human Resource Management, International Human Resource Management
Focused on employee engagement, cross-cultural HR practices, and organizational behavior.
UBUniversity of Bedfordshire
BA(Hons) in Business Studies (International), Business Studies (International)
Covered global business strategy, marketing, and financial analysis.
Tech stack
Software and tools used professionally
Availability
Location
RomaniaAuthorized to work in
Job categories
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