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Silvano Condrea
Customer Support Manager
Chisinau
Summary
Driven Customer Support Manager with 10 years of experience as primary point of escalation for high-level client questions, needs, wants and complaints. Passionate about delivering superior interactions with customers by hearing issues, requirements and requests to provide first-class customized solutions. Dedicated to identifying trends by analyzing customer records, purchases, inquiries and complaints to develop rapid solutions.
Overview
10
10
years of professional experience
15
15
years of post-secondary education
2
2
Certifications
3
3
Languages
Work History
Customer Support Manager
Wiremo
06.2018 - Current
- Employed comprehensive benchmarks to establish and monitor customer service standards.
- Elevated customer satisfaction and loyalty by taking ownership of customer issues and following through to resolution.
- Liaised with IT department to report technical issues and formulate trouble-shooting procedures.
- Utilized crisis management techniques to offer corrective solutions and maximize customer satisfaction.
Customer Support Manager
CactusVPN
02.2015 - Current
- Employed comprehensive benchmarks to establish and monitor customer service standards.
- Elevated customer satisfaction and loyalty by taking ownership of customer issues and following through to resolution.
- Collaborated with cross-functional departments to formulate product and process improvements based on customer feedback.
- Managed customer service effectiveness by monitoring performance and assessing metrics.
Customer Support Manager
HideIPVPN
02.2013 - Current
- Elevated customer satisfaction and loyalty by taking ownership of customer issues and following through to resolution.
- Collaborated with cross-functional departments to update teams on current products, services and troubleshooting techniques.
- Employed comprehensive benchmarks to establish and monitor customer service standards.
Customer Support Manager
SmartyDNS
09.2019 - 04.2022
- Employed comprehensive benchmarks to establish and monitor customer service standards.
- Elevated customer satisfaction and loyalty by taking ownership of customer issues and following through to resolution.
- Drove change and improvement for customer support team by identifying enhancements and forwarding suggestions to senior leadership.
- Handled complex and sensitive client relations and quality control issues to minimize negative impact to business direction.
- Reviewed overdue tickets and followed-up with customer support personnel to resolve root cause of delay.
Education
High School Diploma -
Liceul Teoretic International De Management
Chisinau, Moldova 09.1997 - 06.2009
MBA - Business Administration
IMI-NOVA
Chisinau, Moldova 09.2009 - 07.2012
Skills
Inter-department collaboration
undefinedSoftware
Crisp Live Chat
Intercom Live Chat
WHMCS Billing Portal
Microsoft Office
Teamviewer
AnyDesk
Certification
Google IT Support Specialization
Timeline
Google IT Automation with Python Specialization
08-2022
Google IT Support Specialization
12-2021
Customer Support Manager
SmartyDNS
09.2019 - 04.2022
Customer Support Manager
Wiremo
06.2018 - Current
Customer Support Manager
CactusVPN
02.2015 - Current
Customer Support Manager
HideIPVPN
02.2013 - Current
MBA - Business Administration
IMI-NOVA
09.2009 - 07.2012
High School Diploma -
Liceul Teoretic International De Management
09.1997 - 06.2009
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