Ioana Angelescu

I'm a Senior Customer Support & Operations Specialist with 10+ years of experience helping customers and internal teams solve complex problems across SaaS, AdTech and global digital platforms. My background combines hands-on technical troubleshooting with customer advocacy, process improvement and cross-functional collaboration. I've worked across L2/L3 support, APIs, integrations, SQL, campaign delivery and technical escalations, while partnering closely with Product, Engineering, Legal, Sales and global support teams. Across my career, I've resolved more than 7,600 support cases while maintaining 100% CSAT. At Microsoft Advertising, I helped reduce out-of-SLA cases by 50% quarter over quarter, increased vendor autonomy to 90%, and identified a systemic issue that contributed to more than $300K in monthly revenue recovery. What I enjoy most is getting to the root of difficult problems and then looking beyond the individual case: Why did this happen? Can the process be improved? Can we document it, automate part of it, or give customers and support teams a better experience next time? I'm now looking for a fully remote role where I can bring that combination of technical support, operational thinking and customer focus to a SaaS or digital product team.