Alexandru Riti
Senior Customer Happiness Specialist at LeadDyno- Claim this Profile
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English Full professional proficiency
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French Professional working proficiency
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Romanian Native or bilingual proficiency
Topline Score
Bio
Credentials
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Customer Service Foundations
LinkedInApr, 2019- Oct, 2024 -
Customer Service: Handling Abusive Customers
LinkedInApr, 2019- Oct, 2024 -
Customer Service: Problem Solving and Troubleshooting
LinkedInApr, 2019- Oct, 2024 -
IT Service Desk: Customer Service Fundamentals
LinkedInApr, 2019- Oct, 2024 -
Improving Your Conflict Competence
LinkedInApr, 2019- Oct, 2024 -
Innovative Customer Service Techniques
LinkedInApr, 2019- Oct, 2024 -
Online Marketing Foundations
LinkedInApr, 2019- Oct, 2024 -
Web Development Foundations: Web Technologies
LinkedInApr, 2019- Oct, 2024 -
Working with Upset Customers
LinkedInMar, 2019- Oct, 2024
Experience
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LeadDyno
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United States
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Software Development
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1 - 100 Employee
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Senior Customer Happiness Specialist
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Jan 2023 - Present
Job responsibilities:• Providing thorough answers to questions on the desk (and chat) in a timely manner.• Proactively providing solutions to customers in anticipation of their needs through workarounds, advising and follow up support.• Front lines insight for feature requests/bug escalation/billing issues/trends, realized intagging of tickets in HelpScout/Jira and escalating to the Engineering/Product team for visibility.• Technical support with our Engineering team whenever possible.• QA for new feature deployments and bug fixes.• Learning and understanding our customers through organizing & hosting webinars and demos.• Identifying potential Sales leads during support interactions.• Managing LeadDyno's knowledge base by researching new help doc opportunities, creating new help docs, and updating existing help docs.• Providing video call support via Google Meet.• Processing cancellations, refunds, and other billing requests via Stripe and Shopify Partners.• Prioritizing escalated level 2 support tickets for each individual sprint.• Managing affiliate programs for specific customers.• Training new Happiness specialists• Hosting round 2 interviews with new Happiness specialist hires Show less
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Customer Success Specialist
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Mar 2021 - Jan 2023
Job responsibilities:• Providing thorough answers to questions on the desk (and chat) in a timely manner.• Proactively providing solutions to customers in anticipation of their needs through workarounds, advising and follow up support.• Front lines insight for feature requests/bug escalation/billing issues/trends, realized intagging of tickets in HelpScout/Jira and escalating to the Engineering/Product team for visibility.• Technical support with our Engineering team whenever possible.• QA for new feature deployments and bug fixes.• Learning and understanding our customers through organizing & hosting webinars and demos.• Identifying potential Sales leads during support interactions.• Managing LeadDyno's knowledge base by researching new help doc opportunities, creating new help docs, and updating existing help docs.• Providing video call support via Google Meet.• Processing cancellations, refunds, and other billing requests via Stripe and Shopify Partners.• Prioritizing escalated level 2 support tickets for each individual sprint.• Managing affiliate programs for specific customers.• Training new Happiness specialists• Hosting round 2 interviews with new Happiness specialist hires Show less
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SureSwift Capital
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United States
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Venture Capital and Private Equity Principals
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1 - 100 Employee
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Customer Happiness
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Mar 2021 - Jan 2023
Job responsibilities: • Providing thorough answers to questions on the desk (and chat) in a timely manner. • Proactively providing solutions to customers in anticipation of their needs through workarounds, advising and follow up support. • Front lines insight for feature requests/bug escalation/billing issues/trends, realized in tagging of tickets in HelpScout/Jira and escalating to the Engineering/Product team for visibility. • Technical support with our Engineering team whenever possible. • QA for new feature deployments and bug fixes. • Learning and understanding our customers through organizing & hosting webinars and demos. • Identifying potential Sales leads during support interactions. • Managing LeadDyno's knowledge base by researching new help doc opportunities, creating new help docs, and updating existing help docs. • Providing video call support via Google Meet. • Processing cancellations, refunds, and other billing requests via Stripe and Shopify Partners. • Prioritizing escalated level 2 support tickets for each individual sprint. • Managing affiliate programs for specific customers. • Training new Happiness specialists • Hosting round 2 interviews with new Happiness specialist hires Show less
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Instapage
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United States
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Advertising Services
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100 - 200 Employee
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Customer Success & Integrations Agent, Emergency Support
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Apr 2019 - Feb 2021
Job responsibilities:• Live Chat Support (working with Zendesk);• Email Support (working with Zendesk);• Specialised Integrations Support (working with Zendesk);• 24/7 Emergency Support;• Creating/updating Help Center articles;• Managing projects as a Lifetime Value metric owner for the self-serve side of our business.
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Customer Success & Integrations Agent, Emergency Support
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Apr 2019 - Feb 2021
Job responsibilities:• Live Chat Support (working with Zendesk);• Email Support (working with Zendesk);• Specialised Integrations Support (working with Zendesk);• 24/7 Emergency Support;• Creating/updating Help Center articles;• Managing projects as a Lifetime Value metric owner for the self-serve side of our business.At Postclick, we work with the most innovative companies in the world to significantly increase their return on digital advertising investment.We do this with our expert conversion-intelligence team and market-leading Post-click Automation technology. Show less
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video intelligence AG
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United States
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Software Development
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1 - 100 Employee
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Marketing Specialist
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Jun 2017 - Mar 2019
-manage ad campaign optimizations according to performance instructions; -provide accurate inventory forecasting and analyze video ads availability; -troubleshoot any issues that impact tracking, reporting, or implementation; -operate VI´s Video Ad Server: campaign analysis, test creative, schedule, target, reporting and optimizations of ad performance. -manage ad campaign optimizations according to performance instructions; -provide accurate inventory forecasting and analyze video ads availability; -troubleshoot any issues that impact tracking, reporting, or implementation; -operate VI´s Video Ad Server: campaign analysis, test creative, schedule, target, reporting and optimizations of ad performance.
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Toluna
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United States
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Market Research
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700 & Above Employee
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Project Manager - Panel Profiling
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Sep 2015 - Jun 2017
- monitoring global respondent profiling; - managing online profiling questionnaires & items (q&a, translations, monitoring global respondents profiling), based on local markets specifics; - developing new strategies for panel profiling improvement; - providing training for internal users; - liaising with global R&D staff, DB Administrators and Operators ensuring that requested updates are implemented and carried through in a timely manner. - monitoring global respondent profiling; - managing online profiling questionnaires & items (q&a, translations, monitoring global respondents profiling), based on local markets specifics; - developing new strategies for panel profiling improvement; - providing training for internal users; - liaising with global R&D staff, DB Administrators and Operators ensuring that requested updates are implemented and carried through in a timely manner.
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Education
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2012 - 2015
Universitatea „Politehnica” din Timișoara
Bachelor's degree, Communication and Public Relations
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