Visma Romania

Customer Experience Manager

Postclick / Instapage

- Owned overall relationship of assigned customer accounts, which includes being responsible for customer on-boarding, training, developing innovative solutions, increasing user acquisition and engagement, and ensuring retention and up-sells
- Part of the core team responsible for increasing trial to paid conversion rates for our self-serve customer segment from 14% to 26% over the course of a year. This resulted in 1 out of every 4 signups becoming a paying customer.
- Served as the voice of the customer and collect feedback to drive continuous improvement across all areas including product. Helped generate all-time client NPS scores of 36 for paying customers and a score of 22 for free trials. This is compared to industry averages of 20 overall and 13 for software companies specifically.
- Helped achieve one of the lowest subscription churn and net MRR churn rates in the department's history (Top 4 lowest rates).
- Heavily involved in establishing and organizing key customer data for the success and sales department to help serve current customers and generate new business.
- Served as the voice of the customer and collect feedback to drive continuous improvement across all areas including product

SKILLS:

Communicating effectively with various stakeholders, data-driven decision making, creative problem solving, action-taker/initiative, empathy, adaptability, coach-ability/self-awareness, and relationship building.

Customer Success Manager

Damovo

- Served customer account and technical needs across 10-15 daily calls, consistently meeting productivity and quality targets
- Evaluated customer issues and caller trends to determine areas in need of improvement and implement proactive corrections.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Customer Support Specialist

SIANA VISION

- Managed an FBA by Amazon Account
- Defined company roles and responsibilities to establish and enhance processes Digital Marketing Management - Facebook Ads, Instagram Ads, Google Ads, Pinterest Ads
- Responsible for Business Administration and Financing

Founder & Owner

TONI&GUY Kuwait, Oman&Qatar

- Conducted performance reviews each quarter, offering praise and recommendations for improvement which boosted team performance by 20%
- Implemented policies and standard operating procedures for continuous improvement
- Monitored customer feedback to devise business strategies and determine process improvements for better customer experiences

Operations Manager

International Hotel Reservations 

- Organized memorable and exquisite travel itineraries and vacations for high-level clients, celebrities, politicians, and business executives
- Developed loyal clientele base due to excellent listening and research skills and keen understanding of travel budgets
- Developed process improvements and long-term business strategies through analysis of customer feedback
- Consistently fostered business growth by delivering first-rate travel advising and itineraries to develop valuable client relationships
- Maintained operational proficiency in coordinating both international and domestic travel accommodations for customers, arranging for airfare as well as hotel and rental car reservations
- Implemented automated office systems, optimizing client and data communications as well as records management

Senior Executive

International Resource Management/ International Hotel Reservations

- Updated executives on changing business needs by thoroughly documenting internal and client meetings
- Interacted with vendors, contractors, and professional services personnel to receive orders, direct activities, and communicate instructions
- Contributed to smooth business operations by planning and organizing meetings and conferences, including conference calls
- Worked with senior management to initiate new projects and assist in various processes
- Handled logistics, catering, agendas, and travel arrangements for meetings and event planning for the board of directors, president, and executive vice president

Executive Assistant

Experienced Customer Success Manager with a history of meeting company goals utilizing consistent and organized practices. Managed a BoB of 1000+ accounts(over $3M ARR) in a SaaS company. 

Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. 

I aim to provide excellent customer service and ensure that customers are supported and up-to-date with the latest product and marketing information to maximize customer retention and satisfaction.

I`m self-motivated, detail-oriented, and determined to learn new things, and overcome challenges with a genuine interest in digital marketing and tech.

Taplio

Laura Marina Cozma's Linkedin Analytics

Laura Marina Cozma

Want to drive more opportunities from LinkedIn?

Taplio

.css-1jgreyo{background-image:linear-gradient(284deg, rgba(39,43,72,1) 0%, rgba(33,47,183,1) 100%);color:transparent;-webkit-background-clip:text;background-clip:text;}Laura Marina Cozma's Linkedin Analytics

Laura Marina Cozma

Want to drive more opportunities from LinkedIn?

Laura Marina Cozma's Linkedin Analytics