Over Delia
I'm Delia - a CX leader turned independent consultant helping early-stage startups fix foundational Customer Experience before it costs them growth.
What I bring to the table:
- 10+ years in SaaS, HR tech, and eCommerce across EU & UK markets
- Scaled CX from scratch:
→ 2000% user growth
→ €1M ARR
→ Churn <5%
- Redesigned onboarding & support at Drover → boosted retention from 40% to 65%
- Built and led teams of 30+ across CS, support, and renewals
- Consistently 9.5+ CSAT, praised for ultra-fast, tailored support (often <5 min response time)
- Cross-functional operator: worked across Product, Ops, Sales, and Engineering to fix root-cause CX issues
- Content-first mindset: created knowledge bases, videos, decision trees to deflect support volume & scale customer education
- Trusted by founders to be the glue during chaotic scaling phases
How I work with startups now:
- CX Audit Sprints: 1–2 week teardown of your onboarding/support flow with prioritized quick wins
- Done-for-you Onboarding Flows: Strategy + builds in Notion/HelpDocs/Intercom
- Fractional CX Leadership: Own and optimize CX while you focus on product and growth
You're likely a fit if...
- You’re pre- or post-Series A, scaling fast, and support is getting noisy
- Customers aren’t sticking - or they’re sticking but not expanding
- Your CS team is in over their heads, or doesn’t exist yet
- You need a plug-and-play operator who can bring clarity (and peace) to your customer journey
- Let’s make your CX a growth lever - not a fire to put out.
Engels
Tweetalig / moedertaal
Roemeens
Tweetalig / moedertaal
Frans
Beperkte professionele capaciteit
Kan op locatie werken
Eindhoven (tot 50km)
Werkervaring
- Self-employedCX Consultantjanuari 2025 - Vandaag (1 jaar en 5 maanden)• Currently building a lean CX consultancy focused on helping early-stage and scaling startups improve retention, onboarding, and customer satisfaction.• Developed three core service offerings: CX Audit Sprints, Onboarding & Retention Interventions, and Fractional CX Leadership.• Designing and iterating a lead generation system from scratch — including cold outreach, LinkedIn content, and email funnels.• Creating playbooks, templates, and educational content for future client work while testing positioning and messaging.• Seeking a full-time leadership role where I can bring a founder mindset, strategic CX thinking, and hands-on execution to help build and scale customer-centric teams.
- ZeltHead of Customer Experiencejanuari 2022 - januari 2025 (3 jaren)• Solely managed onboarding from start to finish with no support infrastructure, building workflows, templates, and systems from scratch.• Delivered hands-on implementation for fast-scaling startups and enterprise clients, ensuring every customer was set up for success.• Created documentation, demo videos, and structured communication processes to reduce reactive support load.• Drove company growth with measurable impact: 2000% increase in active users, €1M ARR, <5% churn.
- Cazoo (formerly Drover)Senior CS Specialistjanuari 2021 - januari 2022 (1 jaar)• Managed 30+ support specialists, improving SLA performance by 80% and CSAT by 15%.• Designed and implemented escalation protocols for complex support cases, cutting unresolved tickets by 20%.• Partnered with Product and Sales on issue triage, improving internal coordination and support delivery.• Facilitated regular knowledge sharing and process documentation to improve team autonomy and efficiency.
Aanbevelingen
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Opleidingen
- Bachelor's Degree in Communication StudiesUniversity of Bucharest2015Bachelor's Degree in Communication Studies