SVStefan Viktor
@stefanviktor
Passionate Customer Support Manager with over three years of leadership experience.
RomaniaWhat I'm looking for
I am a passionate and results-driven Customer Support Manager with over three years of leadership experience at Flipsnack and more than five years in the SaaS industry. My expertise lies in strategically aligning customer support initiatives with organizational goals, focusing on customer retention, satisfaction, and operational excellence. I have successfully led a team of remote agents across five continents, implementing innovative solutions that enhance efficiency and customer satisfaction.
Throughout my career, I have demonstrated a commitment to continuous improvement and the development of long-term, strategic solutions. My notable achievements include increasing customer satisfaction scores significantly and implementing a crisis management plan to handle unexpected surges in support requests. I thrive in dynamic environments, bringing a positive and energetic attitude to my work, which motivates my team and fosters a supportive atmosphere.
Experience
Work history, roles, and key accomplishments
Customer Support Manager
Flipsnack LLC
Jul 2024 - Present (1 year)
As a Customer Support Manager at Flipsnack, I lead a team of 7 remote agents, implementing strategies to enhance customer satisfaction and operational efficiency. I developed a crisis management plan and facilitated cross-departmental initiatives to improve user experience.
Customer Support Coordinator
Flipsnack LLC
Apr 2020 - Jul 2024 (4 years 3 months)
In my role as Customer Support Coordinator, I increased customer satisfaction scores from 85% to 95% by optimizing workflows and implementing best practices. I also developed a Quality Assurance Metric and facilitated team development initiatives.
Customer Support Representative
Sykes Romania (HP Premium Support)
Jan 2018 - Feb 2020 (2 years 1 month)
As a Customer Support Representative, I provided high-quality technical support for HP's gaming clients, consistently exceeding KPIs in customer satisfaction and issue resolution. I specialized in technical troubleshooting and improved repair coordination processes.
Mayor's Personal Assistant
Village Hall (UAT Lugașu de Jos)
Jan 2018 - Feb 2018 (1 month)
In my role as Mayor's Personal Assistant, I managed the mayor's schedule, organized public events, and facilitated communication between citizens and local government, enhancing citizen satisfaction with the mayor's office.
Education
Degrees, certifications, and relevant coursework
University of Oradea
Bachelor's Degree, Agronomy
2012 - 2016
Completed a Bachelor's Degree in Agronomy Engineering, focusing on environmental protection and sustainable agricultural practices.
Availability
Location
RomaniaAuthorized to work in
Job categories
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