Adina Barbu
Senior Manager, Customer Support
Indianapolis,IN
Summary
As a Senior Manager, Customer Support at DocuSign, I lead a global team of technical customer support professionals who provide exceptional service and solutions to our SaaS clients. I have over eight years of experience in Customer Success organizations, with a focus on increasing productivity, customer satisfaction, and performance.
My core competencies include Process Improvement, Analytical Skills, and Consulting, which enable me to identify trends, propose and implement new and better ways to support clients, and manage critical escalations. I also have a Master of Arts (MA) in Marketing, Advertising and Public Relations, and a Master's degree in Professional Translation and Intercultural Communication, which help me to communicate effectively and collaborate with global teams and leaders across different functions and regions. My mission is to streamline procedures, optimize employee talent, and deliver high quality results.
Overview
11
11
years of professional experience
10
10
years of post-secondary education
Work History
Senior Manager, Customer Support
DocuSign
Indianapolis, IN (Remote)
01.2022 - 02.2024
- Managed multiple teams' performance for support delivery activities
- Collaborated with other global leaders to standardize processes across teams
- Managed projects to drive a cost-efficient support experience through automation and tools
- Set strategies to improve performance, exceed customer satisfaction and efficiency targets
- Organized, attracted and retained great talent globally
Global Customer Support Manager
Corcentric
Indianapolis, Indiana
06.2017 - 10.2021
- Responsible for leading a global Technical Customer Support team
- Provided day-to-day supervision, including recruiting, training, managing, mentoring and motivating talent
- Served as an escalation point for the Customer Support team, working directly with clients to manage complex requests from enterprise SaaS customers
- Analyzed data to identify trends and propose and implement new and better ways to support clients
- Worked closely with global teams and leaders (Executive team, Engineering, Customer Success Group and Product Management)
Tier 1 Customer Support Manager
Corcentric
London, UK
06.2015 - 05.2017
- Supervised Tier 1 Customer Support team that was providing technical support for clients and their suppliers
- Trained new employees to quickly develop their knowledge base and customer service skills
- Maintained customer satisfaction by providing problem-solving resources and engaging with clients when facing any internal or external escalation requirements.
Sourcing Operations Associate
Corcentric
London, UK
06.2014 - 05.2015
- Created and managed sourcing projects (RFP and eAuction)
- Transferred product knowledge to clients and suppliers through webinar sessions and onsite training
- As part of a 6 month placement with a leading international management consultancy, specializing in procurement and supply chain, I delivered implementation services and training.
eSourcing Analyst
Ericsson
Bucharest, Romania
03.2013 - 06.2014
- Coordinated and executed eSourcing events (RFQ, RFP, eAuction) in cooperation with Ericsson strategic sourcing clients and their targeted suppliers
- Developed complex and successful events, in collaboration with Sourcing Managers and vendors.
Education
Master’s degree - Translation And Intercultural Communication
Hyperion University
10.2009 - 06.2011
BBA - Business Administration And Management
Academy of Economic Studies
10.2005 - 06.2009
Associate - Foreign Languages And Literatures
Hyperion University
10.2005 - 06.2009
Exchange Program - Japanese Language And Culture
Hirosaki University
Japan 09.2007 - 08.2008
Skills
Communicating confidently and efficiently with peers, team leaders and executive team
Ability to work with global teams by building trust and creating strong connections
Fast learner of various software programs: Salesforce, Zendesk, Deskcom, Concur, Corcentric Cloud Platform, DocuSign eSignature
Proven to be self-motivated and work under pressure from multiple deadlines
Timeline
Senior Manager, Customer Support
DocuSign
01.2022 - 02.2024
Global Customer Support Manager
Corcentric
06.2017 - 10.2021
Tier 1 Customer Support Manager
Corcentric
06.2015 - 05.2017
Sourcing Operations Associate
Corcentric
06.2014 - 05.2015
eSourcing Analyst
Ericsson
03.2013 - 06.2014
Master’s degree - Translation And Intercultural Communication
Hyperion University
10.2009 - 06.2011
Exchange Program - Japanese Language And Culture
Hirosaki University
09.2007 - 08.2008
BBA - Business Administration And Management
Academy of Economic Studies
10.2005 - 06.2009
Associate - Foreign Languages And Literatures
Hyperion University
10.2005 - 06.2009