I'm looking to lead implementations and support-operations projects where I can improve routing, automation, AI bots, and workforce management for growing teams.
Open to opportunities
Gabriel Maftei
@gabrielmaftei
I build scalable support operations through end-to-end implementations, routing, AI bots, and workforce management.
RomaniaWhat I'm looking for
At ROCA, I run full-cycle Zendesk implementations for travel, payments, retail, and property-management clients, taking projects from discovery through go-live. I design AI bots, omnichannel routing, ticket forms, SLA policies, automations, and WFM schedules that reduce manual work and balance agent workloads.
I’ve redesigned routing across 87 triggers and 29 groups, analyzed 52 support use cases for a multi-country travel wholesaler, and created a fair weekend rotation for a 50-agent team across five time zones. My customer support and call-center background keeps my approach practical, client-first, and grounded in how support teams actually work.
Experience
Work history, roles, and key accomplishments
RO
Current
Zendesk Consultant & Project Manager
ROCA
Jan 2023 - Present (3 years 8 months)
Run full-cycle Zendesk implementations for clients across travel, payments, retail, and property management, from discovery through go-live. Redesigned omnichannel routing, diagnosed AI bot fallback issues, and led migration and security projects.
DT
Data Terminal Sales Agent
Data Terminal
Oct 2022 - Dec 2022 (2 months)
Contacted prospective clients registered on the company's trading platform and presented product offers to drive new account sign-ups.
Resolved technical and billing issues for users of the Bird product, by phone and in writing.
GS
Call-Center Operator
Global Remote Services
Nov 2019 - Jan 2020 (2 months)
Processed card freeze and block requests linked to theft, fraud, or unrecognized transactions.
Education
Degrees, certifications, and relevant coursework
Academia de Studii Economice din București
Bachelor's Degree, Marketing
2019 - 2023
Pursued a Bachelor's degree in Marketing, gaining knowledge in market research, consumer behavior, and strategic marketing.
Availability
Open to opportunities
Location
RomaniaAuthorized to work in
Salary expectations
64k+ EUR
Job categories
Skills
ZendeskZendesk AdministrationBot DesignOmnichannel RoutingQueue DesignWorkforce ManagementShift SchedulingSLAAutomation DesignClient DiscoveryProject ManagementProcess ImprovementSalesNegotiationClient RelationsSunshine ConversationsOAuthRound RobinMappedADABirdFull Cycle ImplementationHelp CenterRound Robin Ticket AssignmentToken Auditing
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