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Profile

Customer Service Manager with over 10 years of experience in customer support and 4+ years leading service teams. Proven ability to drive performance, resolve complex issues, and improve customer satisfaction in high-volume, dynamic environments. Skilled in agent coaching, performance monitoring (KPIs), and cross-functional collaboration with eCommerce and operations. Strong communicator with a hands-on leadership style and a passion for customer excellence.

Employment History

• Senior Sales Representative at Eko Module SRL, Chisinau

  • October 2014 — February 2015
  • Conducted cold sales outreach to clients, successfully generating leads and expanding customer base.
  • Developed customer relationships to foster loyalty and enhance service delivery.

• Sales Agent (travel consultant) at International Travel Network, Chisinau

  • April 2015 — July 2017
  • Cultivated client relationships through exceptional communication and customer service skills.
  • Assessed client needs and recommended tailored travel packages to enhance customer satisfaction.
  • Provided comprehensive travel information to assist clients in making informed decisions.

• Customer Service Agent at Crunchyroll, Chisinau

  • November 2017 — April 2020
  • Provided multi-channel support (email, chat) and resolved day-to-day inquiries.
  • Maintained high CSAT and response efficiency in a high-volume environment.
  • Followed internal procedures and contributed to knowledge base updates.

• Senior Customer Service Agent at Crunchyroll, Chisinau

  • April 2021 — April 2022
  • Handled escalated and sensitive customer cases.
  • Mentored junior agents and provided on-the-job training and feedback.
  • Acted as a key liaison between frontline agents and team leadership.

• Customer Service Team Lead at Crunchyroll, Chisinau

  • April 2022 — May 2024
  • Supervised a team of customer service agents; monitored real-time performance.
  • Resolved complex or escalated customer cases with urgency and professionalism.
  • Designed and delivered training sessions to improve product knowledge and customer handling.
  • Held 1-on-1 coaching sessions to support growth and close performance gaps.

• Customer Service Manager at Crunchyroll, Chisinau

  • May 2024 — May 2025
  • Led a customer service department handling high-volume inquiries via email, chat, and social media.
  • Oversaw team performance: monitored KPIs, ensured SLAs, conducted weekly team reviews.
  • Collaborated daily with the eCommerce department on logistics, stock, returns, and disputes.
  • Managed reporting: generated performance dashboards for senior leadership.
  • Supported cross-team initiatives: return management, chargebacks, PayPal/Sezzle disputes.
  • Delivered weekly KPI updates to leadership and eCommerce teams.

Education

• Liceul Teoretic ,,B.P.Hasdeu”, Balti

  • September 1995 — May 2003

• Liceul Teoretic „Vasile Alecsandri”, Balti

  • September 2003 — May 2006

• Alecu Russo State University, Balti

  • January 2006 — January 2009

• Law, Universitatea Cooperatist-Comercială din Moldova, Chisinau

  • September 2020 — May 2021

Skills

• Customer Experience Management
• Team Leadership & Coaching
• Performance Metrics & KPIs
• Conflict Resolution & Escalation Handling
• Process Optimization
• eCommerce Support
• eCommerce Ops
• CRM & Ticketing Systems (Zendesk, etc.)
• Microsoft Office Suite
• Bilingual: English (Fluent), Romanian (Native), Russian (Native)
• Ability to Work Under Pressure

Languages

• English
• Romanian
• Russian.