Nicoleta Chiru

Built and managed a comprehensive cross-team Confluence knowledge base, standardizing work instructions for packaging, shipment prep, labeling, returns, and quality checks, preventing production downtime and minimizing customer claims.

Ensured uninterrupted packaging availability and supported production flows by coordinating the multi-stage packaging lifecycle, providing real-time status updates to Quality, Transport, Production, and Customer teams, averting all shipment delays.

Managed ERP processing of claims and optimized return-part workflows through close collaboration with Quality, Transport, and Customer teams, ensuring timely resolution and improving data accuracy.

Managed performance and development of a high-performing Technical Support team, fostering engagement and professional growth.

Set key targets and established accountability for service delivery, tailoring customer experience based on implementation paths and individual contributor strengths.

Drove process innovation and automation initiatives, including product enhancements for user self-service, which reduced incoming ticket volume by 40% and enabled a 41% reduction in headcount over 4.5 years while maintaining high service quality.

Built and mentored cross-functional support teams, setting clear performance targets and career paths, and leading crisis escalations to ensure a seamless 360° customer experience.

Optimized ERP-based claims workflows and coordinated end-to-end packaging logistics, resulting in a 30% decrease in logistic claims and uninterrupted production support.

Fostered collaboration and a shared culture within the team, owning the selection process, integrating resources, and ensuring skill growth paths.

Focused on customer journey analytics to provide an integrated 360-degree experience, handling escalations and coordinating crisis management for immediate resolution.

Participated in strategy development to enhance automation for self-service capabilities, reducing time to resolution for support activities.

Provided expert technical assistance, debugging, and solution recommendations for functional setup, extensibility (Groovy script), security, web services, and data quality issues.

Mentored and led expertise in dedicated application areas as a Subject Matter Expert, contributing to knowledge management and assisting with recruiting.

Served as a dedicated Support Engineer for major customers, managing critical escalations and ensuring timely resource allocation for implementation milestones.

Led the Implementation Support program team, engaging resources and handling escalations to ensure successful project delivery.

Designed and implemented customized SaaS solutions, streamlining critical business processes for diverse mid-market and enterprise clients.

Conducted detailed business analysis to gather requirements, translating complex needs into effective system configurations.

Collaborated with cross-functional teams to ensure seamless integration and deployment of new solutions, enhancing operational efficiency.

Provided post-implementation support and optimization, ensuring client satisfaction and long-term system performance.

Oversaw comprehensive SLA monitoring and service reporting, ensuring adherence to contractual obligations for B2B clients.

Managed critical deliverables within a 24/7 support environment, optimizing operational workflows and client satisfaction.

Coordinated cross-functional teams to resolve complex issues, maintaining high standards of service delivery.

Implemented process improvements that enhanced project efficiency and reduced potential delays.

Managed frontline support and monthly reporting for a 100+ seat user base, ensuring timely resolution of inquiries.

Handled issue escalation processes efficiently, collaborating with senior teams to resolve complex customer problems.

Contributed to customer satisfaction by providing comprehensive support and maintaining high service standards.