Andreea Primac

Head of Customer Support @ablefy

Berlin, DE

Elevated CSAT scores from an average of 84% to an outstanding 97%- Successfully reduced SLA breaches to under 4.3%, compared to nearly 20% previously- Streamlined First Reply Time from an average of 58 to a remarkable 19 hours- Orchestrated the seamless transition from Zendesk to Salesforce and Aircall to Zoom- Implemented dashboards to enhance employee transparency- Introduced a bonus system, fostering motivation and improving performance metrics- Assumed control of the Helpcenter, restructuring help articles, achieving a Self-Service Rate of over 90%- Led the Migration Services Project, establishing teams, processes, and a quotation sheet- Expanded the Support Team from 5 to 22 members, including the selection and training of 3 Team Leads- Attained the highest Leadership Survey Scores across the entire company for three consecutive quarters (over 90%)- Implemented a QA process for cases and calls to ensure consistently high-quality work from all team members.