Chris Ene-linkedin.com/in/chris-ene
Summary
Over the last several years, I worked on different projects with different teams, as a customer support agent and
later as a customer support manager for start-ups and leading companies.
Lately, I've been involved with data quality, deduplication solutions for CRM's like Salesforce, Microsoft Dynamics
365, Oracle CRM on Demand, and Oracle CX.
I am proficient in the admin side of Salesforce and MsDynamics.
As my previous position implied me wearing different hats, I have learned the admin side of Gsuite, handled
customer success, product demos, and video recording/editing.
My experience includes different tools and applications, like Zendesk, Asana, Click-up, TeamViewer, Google suite
solutions, Slack, Jira, and also live chat applications.
One-man show? Not necessarily, but I am curious by nature, and I love learning new things.
You can schedule a meeting using the following Calendly link: calendly.com/cristian-ene
Experience
Product Support | Salesforce Administrator | Customer success | Operations
management
ActivePrime
Dec 2018 - Present (4 years 5 months)
Coordinated and executed client onboarding procedures, including client training, product demos, and
custom configuration to meet individual client needs.
Provided technical support to customers via phone, email, Zoom.
Resolved customer issues via troubleshooting technical problems related to our products.
Escalated complex issues to the appropriate teams and follow up with the customer until the issue is
resolved.
Created and maintained product documentation, knowledge base articles, help videos and FAQs.
Collaborated with cross-functional teams, including product development and sales, to identify and
resolve customer issues.
Identified opportunities to improve the customer experience and product offerings.
Provided customer demos in Salesforce, MsDynamics, Oracle CX for our products.
Conducted regression testing, performance testing, and user acceptance testing to ensure software
quality and stability.
TECHNICAL SKILLS
Google admin management: Managed onboarding and offboarding of colleagues, implemented custom
domain settings, rules, and internal IT audits.
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Slack admin management: Managed Slack channels/members, implemented best practices for
communication and collaboration, and optimized integrations with other tools and systems.
Click-up admin management: Managed and optimized project management workflows and processes,
implemented best practices for task tracking and collaboration.
Microsoft Partner Network: Maintained and managed partner status and benefits, collaborated with MS
sales representatives.
Office365 admin management: Managed and administered O365 environment, ensuring seamless
communication and collaboration across teams and departments.
Salesforce admin: Successfully managed and maintained a couple Salesforce environment to support
business needs.
Dynamics365 CRM admin: Managed and administered a couple of D365 CRM environments, ensuring
seamless integration with other business systems and tools, and automation to support business needs.
Zendesk deployment consultant
The Restory
May 2019 - Jun 2019 (2 months)
Successfully deployed Zendesk, ensuring that their customer support systems was fully functional and
customized to their unique business needs.
Worked closely with client to understand their requirements and business processes, and provided
recommendations for Zendesk setup and configuration to improve their customer support operations.
Conducted system testing and troubleshooting to ensure the successful integration of Zendesk with
other systems and applications.
Trained client employees on the use of Zendesk and provided ongoing support to ensure their
continued success with the platform.
Developed and maintained documentation and training materials to facilitate knowledge transfer and
ensure successful adoption of the Zendesk platform.
Worked with cross-functional teams, including developers and project managers, to ensure successful
implementation and integration of Zendesk with other systems and applications.
Monitored and reported on system performance and user feedback, and recommended changes to
configuration or processes as needed to optimize the Zendesk platform for clients.
Customer Success Specialist
Collective2
Dec 2015 - Jan 2019 (3 years 2 months)
Provided exceptional customer service to clients by responding promptly and effectively to inquiries,
resolving issues, and providing accurate information about investment products and services.
Built and maintained positive relationships with clients by demonstrating empathy, active listening, and
a commitment to understanding their needs and goals.
Demonstrated a strong knowledge of investment products and services, including mutual funds, stocks,
and bonds.
Conducted extensive research on investment-related topics to provide accurate and timely information
to clients, and escalated complex issues to senior management as needed.
Consistently exceeded performance goals for customer satisfaction, call handling time, and accuracy of
information provided.
Utilized CRM and other software systems to maintain accurate records of client interactions, track
issues, and manage follow-up actions.
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Customer Success Specialist
City Broker
Sep 2015 - Nov 2015 (3 months)
Help Desk/Ticket Support; Live Chat Support; Email Support; Inbound/Outbound Phone Support; Social
Customer Support; Back Office Compliance (KYC and AML); Team Management; Training; Workflow
process designer.
Customer Care Team Lead
AlfaTrade UK Ltd
Jan 2014 - Sep 2015 (1 year 9 months)
Developed and maintained service level agreements, operating procedures, and knowledge base
materials to ensure consistent and effective support delivery.
Provided coaching, mentoring, and feedback to helpdesk agents to ensure continuous improvement in
technical skills, customer service, and job performance.
Conducted regular quality assurance checks on helpdesk tickets and interactions, ensuring that they
met or exceeded established quality standards.
Collaborated with other departments, including IT, HR, and facilities, to identify and address root causes
of technical issues and to ensure that helpdesk support was aligned with broader organizational goals
and objectives.
Maintained a deep understanding of industry trends and best practices in helpdesk management
and technology support, and provided recommendations to senior management on opportunities for
improvement
Advertisement Sales Specialist
Port Computer Romania (PORT.ro)
Feb 2010 - Dec 2013 (3 years 11 months)
Developed and executed strategic sales plans to achieve revenue targets and maximize profitability for
website advertising sales.
Built and maintained strong relationships with advertisers and agencies, leveraging a consultative sales
approach to identify their needs and provide customized advertising solutions.
Worked with cross-functional teams, including product, marketing, and creative, to develop innovative
advertising products and packages that drove revenue growth.
Utilized analytics and market research to identify trends and opportunities in the online advertising
landscape, and developed new strategies and tactics to capitalize on them.
Negotiated contracts and pricing with advertisers and agencies, ensuring that both parties received fair
and equitable terms.
Developed and maintained a deep understanding of the competitive landscape and industry trends,
providing insights and recommendations to senior management on opportunities for growth and
expansion.
Project Manager
Danubiu Advertising
Jan 2007 - Jan 2010 (3 years 1 month)
Successfully managed a production advertising company, overseeing all aspects of project
management, client communication, and vendor relationships.
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Developed and maintained project schedules, budgets, and timelines to ensure timely and cost-effective
completion of advertising campaigns.
Coordinated with internal teams and external vendors to ensure that project deliverables met client
requirements and expectations.
Acted as the primary point of contact for clients, providing regular updates on project progress,
addressing any concerns or issues, and ensuring that all communication was timely, accurate, and
professional.
Conducted regular quality checks on all deliverables to ensure that they met internal and external
standards for quality, accuracy, and consistency.
Managed all aspects of project finances, including invoicing, accounts receivable, and accounts
payable, ensuring that all transactions were accurate, timely, and compliant with internal policies and
external regulations.
Collaborated with cross-functional teams, including creative, technical, and administrative, to ensure
seamless project delivery and client satisfaction.
Operations Lead
Dialc ROM
Aug 2005 - Jan 2007 (1 year 6 months)
Company that manufactured and sold rolling doors, windows shutters, awnings, etc. I was in charge
of the logistics and sales part of the business, as well as sourcing from vendors, customer interaction,
maintaining the auto fleet in terms of keeping up to date with service visits, insurance, vignettes,
and any issues that might arise.
Sales Representative - Internship/Summer job (J1 Visa, Work&Travel)
Blimpie
Sep 2003 - Nov 2003 (3 months)
Food preparation and over the counter sales.
Managed the restaurant for one month alone (no shifts)
Assistant Chef - Internship/Summer job (J1 Visa, Work&Travel)
Ramapo Anchorage Camp
Jul 2003 - Sep 2003 (3 months)
Internship/Summer job (J1 Visa, Work&Travel)
While in the Camp America program, I had to assist in food preparation for 400 people daily, in a
summer camp for children with special needs.
Besides food preparation i was give the task of managing the kitchen stock.
Education
Universitatea Româno-Americană din București
Master's degree, Marketing
2005 - 2008
Universitatea Româno-Americană din București
Bachelor's degree, Finante, banci si contabilitate
2001 - 2005
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Skills
Communication • Onboarding • Customer Satisfaction • Customer Retention • Operations Management
• Zendesk Support • Zendesk • Salesforce.com Administration • Microsoft Dynamics CRM • Product
Demonstration
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