Ioana Apostol

Built and led the customer service, sales and order-management function for a Romanian manufacturer of metal fencing systems. Owned B2B distributor relationships end to end, introduced a structured follow-up protocol, and designed an AI-based call evaluation tool that lifted call-quality scores from 71% to 90%.

Owned the client relationship for a BPO operation serving three major US telecommunications companies. Led 7 Team Leaders and 120 agents across voice, chat, and nesting, driving customer satisfaction from 86% to 91.5% and cutting back-office response time from 130 to 78 seconds.

Led a 12-agent technical support and sales team for a US telecom client against a balanced scorecard of sales, customer satisfaction, and resolution speed. Earned national recognition across 3 vendor sites and kept the team in the national top 3 for First Call Resolution.

Designed and delivered training on technical systems, cutting new-hire Time to Competency by 20%. Rebuilt curriculum and ran 1:1 evaluations to close skill gaps early.

Handled a high daily volume of phone-based technical support for US telecom customers. Achieved Top Performer for 6 consecutive months and was promoted to the escalations queue for complex and sensitive cases.

Rising from entry level to Bar Manager at a hotel, responsible for recruitment, training, workshops, menus, and standard working procedures.

Pursuing a Bachelor's degree in Management, currently in the third year of study.