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Ion-Daniel Teiș

@iondanielteis

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I’m a technical operations leader specializing in incident escalation, SLA compliance, and service delivery.

Romania

Message

What I'm looking for

I’m seeking a high-growth SaaS or cloud technology company where I can leverage deep coordination and stakeholder management skills in a Technical Account Manager or Customer Success Manager role, owning escalations and improving SLA performance.

I’m a results-driven Technical Operations professional with 6+ years of experience managing global incident escalation, resource coordination, and service delivery for enterprise clients across EMEA and APAC.

At Teleperformance (formerly Majorel), I own end-to-end incident escalation and resolution for 90+ coordinators, maintain strict SLA compliance on critical-priority cases, and serve as the operational bridge between Customer Success Account Managers, engineering teams, and senior stakeholders.

I also lead global escalation calls for urgent incidents, conduct rapid technical triage, troubleshoot complex Microsoft technologies and cloud/security protocols, and drive process improvements that reduce repeat escalations and improve first-contact resolution rates.

Experience

Work history, roles, and key accomplishments

Current

Tier 2 Resource Coordinator

Current

Teleperformance

Jul 2021 - Present (4 years 9 months)

Owned end-to-end incident escalation and resolution for 90+ coordinators across EMEA and the Philippines, maintaining SLA compliance for critical-priority cases. Served as the primary technical liaison between Customer Success, engineering, and delivery leads, leading rapid technical triage and cross-functional resolution during urgent incidents.

Escalations SLA Management Triage Cloud Infrastructure Security Protocols Stakeholder Management

Delivery Resource Manager

Teleperformance

Dec 2020 - Jul 2021 (7 months)

Managed prioritization and staffing of critical, reactive, and proactive projects via the Global Resource Management (GRM) platform, consistently exceeding KPIs for response times and resolution rates. Led escalation management and capacity planning to optimize resource utilization and remove operational blockers during high-severity incidents.

Resource Management Capacity Planning Escalation Management KPIs Incident Workflow Improvement Stakeholder Management Project Prioritization Data Analysis

Resource Coordinator

Teleperformance

Apr 2019 - Dec 2020 (1 year 8 months)

Managed end-to-end resource allocation and assignment for technical projects requiring specialized skill sets, aligning personnel availability to demand. Tracked requests in ticketing systems, supported engineer onboarding, and delivered weekly and monthly resource performance reports to leadership.

Resource Allocation Technical Onboarding performance reporting demand planning

Customer Advisor

CGS (Computer Generated Solutions)

Provided multi-channel (phone and email) customer support, resolving technical and service inquiries within defined SLA timeframes. Prioritized and categorized incoming requests to optimize team workflow and maintain strong client relationships with consistently positive satisfaction feedback.

Customer Support SLA Technical Troubleshooting Multichannel Support Service Delivery Customer Satisfaction