![Mihaela Burlacu](https://jobicy.com/react/themes/app/images/avatar.jpg) Mihaela Burlacu # Senior Operations & Customer Success Leader Open to offers · Member since 24 Jul 2026 [Message](https://jobicy.com/dashboard-page.md) ShareLocationItalyDesired salaryUnspecifiedWork preferenceRemote Only / Full Time, ContractExperience levelSenior * [Overview](#overview) * [Portfolio 0](#portfolio) * [Services 0](#services) ## About Professional summaryI am an operations, customer success, and project delivery leader with more than 8 years of experience helping high-growth companies scale through process improvement, team leadership, and operational excellence. I have progressed through multiple leadership roles and have built and developed teams in fast-moving environments across PropTech, SaaS, hospitality, travel, and technical recruitment. My background includes customer success operations, quality assurance, CRM implementation, workflow automation, and cross-functional project delivery. I enjoy turning complex operational challenges into scalable systems that improve both customer experience and business performance. At June Homes, I built the company’s first Quality Assurance department and led customer success operations for New York, supporting a large team and contributing to high-volume leasing and customer activity. I have also managed CRM and business operations projects using tools such as Salesforce, HubSpot, Pipedrive, Looker Studio, Zapier, and Google Sheets, with a strong focus on reporting, automation, and efficiency. I work well with stakeholders across Product, Engineering, Finance, Legal, and Operations, and I am known for coaching teams, improving processes, and delivering measurable results in remote and international settings. ## Skills 21 capabilities[Business Operations](https://jobicy.com/talent/business-operations.md)[Coaching](https://jobicy.com/talent/coaching.md)[Customer Success](https://jobicy.com/talent/customer-success.md)[Customer Support](https://jobicy.com/talent/customer-support.md)[HubSpot](https://jobicy.com/talent/hubspot.md)[Multilingual Communication](https://jobicy.com/talent/multilingual-communication.md)[Operational Excellence](https://jobicy.com/talent/operational-excellence.md)[Operations Management](https://jobicy.com/talent/operations-management.md)[Performance Reviews](https://jobicy.com/talent/performance-reviews.md)[Pipedrive](https://jobicy.com/talent/pipedrive.md)[Process Improvement](https://jobicy.com/talent/process-improvement.md)[Project Delivery](https://jobicy.com/talent/project-delivery.md)[Quality Assurance](https://jobicy.com/talent/quality-assurance.md)[Recruitment](https://jobicy.com/talent/recruitment.md)[Reporting](https://jobicy.com/talent/reporting.md)[Salesforce](https://jobicy.com/talent/salesforce.md)[Stakeholder Management](https://jobicy.com/talent/stakeholder-management.md)[Team Leadership](https://jobicy.com/talent/team-leadership.md)[Technical Recruitment](https://jobicy.com/talent/technical-recruitment.md)[Vendor Management](https://jobicy.com/talent/vendor-management.md)[Workflow Automation](https://jobicy.com/talent/workflow-automation.md) ## Tech stack & tools Working toolkit ### Application Hosting [![Image](https://cdn.jsdelivr.net/gh/devicons/devicon@master/icons/cloudflare/cloudflare-original.svg) Cloudflare](https://jobicy.com/talent?tool=cloudflare.md) ### Collaboration [![Image](https://cdn.jsdelivr.net/gh/devicons/devicon@master/icons/jira/jira-original.svg) Jira](https://jobicy.com/talent?tool=jira.md)[![Image](https://cdn.jsdelivr.net/gh/devicons/devicon@master/icons/trello/trello-original.svg) Trello](https://jobicy.com/talent?tool=trello.md) ### Communications [![Image](https://cdn.jsdelivr.net/gh/devicons/devicon@master/icons/slack/slack-original.svg) Slack](https://jobicy.com/talent?tool=slack.md) ### Marketing and Sales Tools [![Image](https://cdn.jsdelivr.net/gh/devicons/devicon@master/icons/salesforce/salesforce-original.svg) Salesforce](https://jobicy.com/talent?tool=salesforce.md) ## Experience Career history ### Technical Recruiter · iTechScope Jan 2025 – Jan 2025Built technical talent pipelines and partnered with hiring managers throughout the recruitment lifecycle. Recruited for international technology and security-sensitive positions, including projects for Netcompany-Intrasoft. ### Senior Operations Manager · Evergrowth Nov 2023 – Mar 2024Delivered CRM implementation and onboarding projects for four B2B organizations simultaneously. Designed and optimized CRM workflows across Salesforce, HubSpot, and Pipedrive, built executive dashboards in Looker Studio, and implemented automation using Zapier, Coupler.io, Google Sheets, and AI-supported integrations. ### Sales Operations Manager · Rove Travel Oct 2022 – Nov 2023Managed customer operations, vendor relationships, and property operations for a luxury rental portfolio. Led a remote customer support team through KPI management, coaching, and performance reviews, and handled financial reconciliation, operational reporting, and software implementation initiatives. ### Head of Quality Assurance · June Homes Jun 2019 – Oct 2022Progressed through Customer Success Manager, Customer Success Team Lead, Head of Customer Success, and Head of Quality Assurance. Built the company’s first Quality Assurance department, led customer success operations for New York, managed a team of 20+ specialists, and supported 60 customer-facing employees through coaching, audits, and performance reviews. ### Travel Operations Specialist · e-Travel SA Nov 2017 – May 2019Delivered multilingual customer support in Romanian, Russian, English, and Greek. Managed international reservations using Amadeus and Sabre and was recognized for operational accuracy, efficiency, and customer service excellence. ### Front Office Receptionist · VisPas Hotel Jan 2015 – Dec 2017Managed front office operations, reservations, and guest services in a seasonal hospitality environment. ## Education Learning history ### Manchester Metropolitan University Dates not specifiedBachelor's Degree This professional hasn’t added portfolio projects yet. This professional hasn’t listed any services yet.