Загруженный файл CV

Customer Experience Specialist
Chisinau, Republic of Moldova

With over 12 years of experience in Customer Experience, I've helped businesses grow by strengthening their Sales, Customer Support, Claim Resolution, and Lead Generation processes. Passionate about creating outstanding customer journeys and building high-performing teams, I draw on my background in social anthropology and professional interpreting to understand people's needs and transform those insights into better service, stronger teams, and measurable revenue growth.

Work Experience

Global Partnership Manager
Hoick
Niche: Telecommunication/A2P Services (B2B)
Jan, 2025 - Present

• Searching for and establishing partnerships with global telecom operators and platforms.
• Negotiating and concluding contracts.
• Developing a strategy for entering new markets.
• Representing the company at international events.
• Analyzing the effectiveness of partnerships and optimizing channels.
• Coordinating work with internal teams (sales, IT, marketing).
• Monitoring the market and competitive environment to identify new opportunities and threats in the global partner network.

Results:

• Established partnerships with international telecom operators, which expanded the geography of SMS delivery.
• Achieved a reduction in the cost of A2P-SMS routes.
• Launched new strategic delivery channels, increasing the overall system capacity.
• Participated in international conferences, attracted more than 10 new key partners.
• Contributed to the growth of the company's international revenue by more than 20% due to scaling the partner network.
• Ensured the stability of SLA indicators (98% message delivery) due to channel diversification.
• Developed a system for evaluating the effectiveness of partners, which allowed identifying and replacing 15% of unprofitable routes without losing coverage.
• Organized training for the sales team on working with global partners, which increased the conversion of deals in the international segment.

Head of Pre-Sale and Lead Generation
Energy5
Niche: Solar Mounting (B2B)
Dec, 2022 - Oct, 2024

• Building prospect lists of potential new customers through research and identification of business opportunities.
• Initiating contact with prospects and conducting follow-up calls to gather information and qualify leads.
• Fostering lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
• Found and trained 12 BD companies all over the world to collaborate with (as openers/cold calls).
• Monitoring and supervising internal processes in pre-sale department (12 call centers).

Results:

• Developed and implemented a multi-level lead generation dynamics that increased the incoming flow of targeted leads by 45%.
• Optimized the lead qualification process, which increased the conversion rate in deals from 18% to 27%.
• Launched a mailing automation system, which reduced the average deal cycle by 20%.
• Organized team training, which resulted in increased department productivity.
• Conducted segmentation of the client base and implemented personalized scripts, which increased the response to cold contacts by 40%.
• Initiated the integration of CRM with marketing tools, providing transparent analytics at all stages of the sales funnel.
• Increased the ROI of marketing activities by 25% due to optimization of attraction methods.

Chief Executive Officer
KnowHow
Niche: Education
May, 2016 - Aug, 2023

• Established foundational processes for business operations.
• Managed partnerships and strategic business relationships by negotiating contract terms and handling conflicts.
• Built productive relationships with industry partners and competitors to support strategic business objectives.
• Maintaining awareness of opportunities for expansion, customers, markets, new industry developments and standards.
• Initiated strategy to drive company growth and increase profitability.
• Monitored key business risks and established risk management procedures.
• Implemented a Social Media strategy and curated marketing campaigns.

Head of Sales Department
Trek Movers
Niche: Moving Services/Logistic (B2C)
Sep, 2017 - Nov, 2021

• Established relationships with prospects and customers to promote product understanding and drive sales growth.
• Developed and maintained positive relationships with key decision-makers and influencers.
• Utilized CRMS to manage sensitive client information and update existing and new client profiles.
• Won new business by articulating the full value of the company's capabilities to prospects.
• Built and managed an accurate sales pipeline to maintain a high volume of activity.
• Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
• Provided trainings for the newcomers.
• Yelp optimization.
• Solved claims, closed Yelp complaints.

Results:

• Increase the volume of local and intercity relocations by 40% per year by implementing new sales strategies and optimizing the team.
• Expand the client base and the number of international clients, including large office relocations.
• Implement a CRM system and standardize sales scripts, which increased the conversion of inquiries into orders by 34%.
• Train and develop teams of 12 sales managers, increase department productivity by more than 25%.
• Optimize the process of working with large corporate transactions, reducing the average order cycle.
• Develop KPIs and systemic motivation for the department, including employee retention and team efficiency.
• Launch new customer acquisition channels (online platforms, recommendations and partnerships with agencies), increase the flow of orders and diversify income sources.

Core Skills
Sales and partnership development, Team management, Strategic planning, Market analytics, Process optimization, Motivation management, Conducting negotiations, Project Management

Education
State University of Moldova
Bachelor
Sep 2005 - May 2008

Languages
Russian (Native), English (C1), Romanian (B2)