Anja Czuma

Delivered responsive, multilingual and technical support for SiteMinder’s hotel commerce platform across phone and email. Ensured cases were resolved in a timely manner per SLAs and personal KPIs. Analyzed customer requirements and aligned them with the company’s technology capabilities, driving solution adoption and long-term satisfaction. Partnered with Sales, Customer Success, and Implementation teams to ensure a smooth customer journey from pre-sales through onboarding and post-implementation support.

Assisted clients with Uberall’s location marketing platform, supporting functionalities such as location data syndication, review management, and analytics dashboards. Troubleshot and resolved product and technical issues via email and phone, maintaining high customer satisfaction and SLA compliance. Contributed to the development of internal knowledge bases, training content, and customer-facing documentation. Collaborated with Product and Engineering teams to escalate bugs, track resolution progress, and ensure transparency and timely closure. Identified recurring issues and provided actionable feedback to enhance platform usability and optimize support processes.

Managed end-to-end onboarding for new Virtuagym clients, ensuring smooth implementation of fitness management software. Conducted discovery calls and needs assessments to tailor platform setup for gyms, personal trainers, and corporate wellness programs. Performed troubleshooting for software and hardware issues. Partnered with Sales, Customer Success, and Product teams to reduce churn and drive improvements in Net Promoter Score (NPS).