Cezara Chiorean
Driving excellence in customer experience through strategic leadership and innovation.
Full time/Project based
Remote
Customer Operations Leader with over 9 years' experience leading and scaling customer support organizations in regulated gaming, sweepstakes, and high-growth...
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My Career Journey
1/5
Independent Consultant
Head of Customer Experience
Jan 2026 - Present | 7m
Provided consulting on customer operations and support for high-growth businesses, establishing support functions, leading CRM and ticketing system implementations, developing SOPs and escalation frameworks,...
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Arena Entertainment
Head of Customer Support
Mar 2023 - Jan 2026 | 2y 10m
Built and scaled a 24/7 customer support function, developed operational playbooks and standards, mentored leaders, improved quality from 45% to 80%, increased Trustpilot rating from 3.9 to 4.8, implemented...
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888 Sparkware
VIP & Social Media Team Leader
Jun 2021 - Mar 2023 | 1y 9m
Led VIP and social media teams for regulated markets, managed executive escalations and high-value cases, coached advisors, improved quality, and ensured compliance with regulatory requirements.
888 Sparkware
Customer Support Team Leader
Mar 2020 - Jun 2021 | 1y 3m
Managed 15 advisors, owned CSAT and QA performance, coached and developed team members, and served as escalation point for complex operational and compliance issues.
888 Holdings
Customer Support Agent / Senior Customer Support Advisor
May 2017 - Mar 2020 | 2y 10m
Progressed from agent to senior advisor, gained expertise in customer operations, payments, compliance, and regulated gaming.
Most proud of (2/3)
1st
Built and scaled a 24/7 customer support operation with leadership layers and operational playbooks, mentoring new team leaders.
2nd
Improved support quality from 45% to 80% and raised Trustpilot score from 3.9 to 4.8 through standards, coaching and process changes.
My values
Problem Solving
Customer-Centricity
Team Empowerment
Education
Nicolae Titulescu University
Organisational Management
Ongoing
University of Craiova – Faculty of Philosophy and Science
Ongoing
Certifications & Qualifications
Responsible Gambling Behaviour
2026
Problem Gambling Awareness
GamCare2026
Understanding Problem Gambling
2026
Organisational Skills & People Management
2026
Language(s) I speak
Romanian
Fluent
English
Fluent
Spanish
Fluent