Alex Istrate Email & Phone Number

London, England, United Kingdom

AchievementsUnder my leadership, Hypervolt was ranked the best product and customer service company in the UK by Driver Power, with a special mention for our excellence in customer service. Duringa particularly challenging phase, I spearheaded the management of a technical outage impacting over 5,000 customers, ensuring swift resolution. Our team's dedication to superior service was recognised externally as we were rated 'Excellent' on Trust Pilot with a 4.9/5 score. Further testament to my team-building skills was the internal growth within the department, with one team member advancing to a Team Leader role and another ascending to Junior Process Engineer.ResponsibilitiesI took the lead in streamlining internal processes, significantly boosting operational efficiency. I founded the technical support department, laying its foundational operations from scratch and subsequently managing a team of 6 support representatives covering L1/L2/L3 tiers. This team effectively managed over 50k customers and liaised with a network of 2k-3k installers across the UK.Crucial to this department's efficiency were the internal & external procedures, policies, & processes that I devised. I also took charge of crafting internal training materials and overseeing the installer onboarding process. My role as a bridge between departments was evident as I worked closely with product engineers on product development and collaborated on managing factory operations concerning technical and hardware support issues. In terms of infrastructure, I organised and optimised the entire support & account management CRM from scratch.My commitment to building a cohesive and efficient team saw me conducting interviews and overseeing the hiring for the support department, ensuring we had the best talent in place. As an additional resource, I curated a product knowledge base (KB) for both internal and external usage, making sure that support information was always at our fingertips.

Warsaw Metropolitan Area

• Screened the bank’s high profile customers in order to comply with KYC procedures• Deep dive and reviewed EU and US gouvernement sanctions lists in order to complete the background check on the bank’s customers• Created the company’s structure from the main headquarters to multinational branches and operational locations• Provided feedback and recommendations to banks based on the reveals of the investigation

Krakow Metropolitan Area

• Provided level 2 support to drivers and riders who encountered issues during a trip or with the Uber app• Monitor trends on technical issues, behavior and escalate to the appropriate teams• Investigated fraud cases reported by users or by the system• Analysed workflow procedures and submitted Jira requests regarding process change or update• Assisted Uber Eats Italy with backlog cases

Kraków Area, Poland

• Provided product support for the Romanian market on 3 channels (E-mail, Phone, Chat)• Worked efficiently with established metrics (Csat, TRT, SLA)• Optimised Google My Business and Google Ads accounts either from policy or technical point of view which would trigger better performance• Workflow manager for Romanian market team, ensuring equally work volume distribution and optimal productivity and focus between Phone, Chat and E-Mail support channels• Led and designed a new customer feedback solution for Google Ads & Google My Business• Delivered Google My Business product training to new hires• Led agent feedback meetings regarding Google's product quality policies in order to correct workflow mistakes and improve quality scores requested by Google• Supported other markets when having work volume backlog (EMEA, USA, Australia)• Helped organizing Majorel's charity events• Assisted higher management in root cause analysis using The 5 Whys and the Fishbone diagram

Manchester, United Kingdom

• In charge of setting up stages and sound systems for concerts and festivals• Responsible for equipment maintenance and quality control before and after events• In charge of front of house mixing at "Sounds From The Other City" Festival

Cluj-Napoca

• Shadowed the audio post-production workflow of recorded shows• Arranged lanyards microphones for speech programs and checked signal to follow broadcast parameters• Operated the console during the live broadcast• Took part in "Transylvania Rally" live broadcast team