Codruta Iancau

I've scaled customer support at Kartra, progressing from Tier 2 agent to Technical Lead for a team of nine. I represent urgent customer issues in leadership meetings and work directly with Product Management and Engineering to prioritize fixes. I lead high-pressure escalations across Kartra's product surface, including CRM, email deliverability, payment integrations, custom domains, affiliate programs, page building, and API integrations. My data-backed recommendation for an email deliverability and CRM feature helped reduce email-related tickets by 20%. I've mentored support teams, completed performance reviews, and launched cross-team security processes with Billing and email deliverability specialists to help reduce chargebacks.