Open to opportunities

Monica Aldea

@monicaaldea

Message

Senior Customer Success leader driving retention, operational excellence, and cross-functional improvements.

Romania

Message

What I'm looking for

I seek a senior customer-facing role where I can drive retention and operational excellence, lead teams, improve processes, and advocate for customers.

I am a senior customer-facing leader with broad experience building and managing high-performing operations and customer success functions across fast-paced tech and platform businesses. I have led teams at scale, implemented process and workforce improvements, driven cost efficiency, and owned long-term customer relationships to improve CSAT and retention.

My career highlights include designing Customer Success plans from KPI analysis, acting as SME and project lead for process changes, recruiting and developing support teams, and partnering cross-functionally to deliver measurable operational improvements. I approach problems with transparency, analytical rigor, and a focus on customer advocacy.

Experience

Work history, roles, and key accomplishments

Current

Senior Customer Success Manager

Current

Regnology

Oct 2023 - Present (2 years 3 months)

Owns customer relationships through proactive and reactive engagement, delivering regular service reviews and customer success plans that mitigate issues and improve product experience.

& Customer Success Relationship Management KPI Analysis Customer Advocacy Customer Experience Cross Functional Collaboration

Senior Live Operations Lead

Glovo

Jan 2022 - Oct 2023 (1 year 9 months)

Led live operations, driving operational excellence and cost efficiency by defining improvement initiatives, reporting KPIs, and coordinating stakeholders to improve CSAT and SLA performance.

Operations Management KPIs CSAT SLA Management Workforce Planning Vendor Management Project Management Process Improvement

Customer Support Team Leader

Bolt

Sep 2017 - Jan 2022 (4 years 4 months)

Managed and grew customer support teams, maintained KPIs (CSAT, productivity), reduced escalations through root-cause analysis, and owned stakeholder and supplier relationships.

Team Leadership Customer Support CSAT Root Cause Analysis Recruitment Supplier Management Coaching Scheduling

Customer Care Specialist

REI Development Services

Sep 2016 - Sep 2017 (1 year)

Managed English-speaking customer base via email, chat, and phone, supported VIP customers to maximize revenue, and contributed to product meetings to improve brand success.

Customer Service Email Support Live Chat Phone Support Product Feedback

Community Support Representative

Uber

Feb 2016 - Aug 2017 (1 year 6 months)

Provided high-quality multi-channel support for drivers, triaged and escalated issues, and advocated for drivers while resolving complex and emotionally charged cases.

Multichannel Support Escalation Management Driver Advocacy Empathy Problem Solving Communication

Brand Ambassador

Uber

May 2015 - Feb 2016 (9 months)

Represented the brand at events and promotions, engaged customers to increase awareness and adoption, and supported marketing initiatives to drive brand popularity.

Brand Promotion Customer Engagement Marketing Support Relationship Building Communication Outreach

Customer Support Representative

International Outsourcing Group

May 2010 - Feb 2016 (5 years 9 months)

Delivered professional customer service, investigated payment issues and refunds, and served as first point of contact to quickly resolve customer concerns.

Customer Support Research Communication CRM