IntelligentBee

IntelligentBee

IntelligentBee is a software development and customer support outsourcing company headquartered in Iași, Romania, with an additional office in Wilmington, Delaware.

Founded in 2010, the company specializes in custom software development, web and mobile app development, and offers a range of services including customer support, business process outsourcing (BPO), and omnichannel support.

Their technical expertise encompasses technologies such as Node.js, React.js, Golang, Ruby on Rails, and PHP/Symfony. IntelligentBee serves small and midmarket businesses across various industries, including business services, financial services, information technology, e-commerce, advertising, marketing, and medical sectors.

The company emphasizes a collaborative work environment and is driven by core values they refer to as the "4Hs": Hungry, Happy, Honest, and Humble. In addition to their development services, IntelligentBee offers custom AI development solutions

Role: Technical Support Engineer – Twilio Project

Achievements:

  • Processed and validated 100+ customer requests daily, ensuring compliance with Twilio's internal requirements for phone number acquisition.

  • Achieved an over 98% accuracy rate in document validation and approval, minimizing errors in customer profile processing.

  • Managed 200+ Zendesk interactions per week, including emails and customer inquiries, ensuring prompt and efficient communication.

  • Reduced response time to customer queries by 30%, improving overall customer satisfaction and support efficiency.

  • Maintained direct communication with multiple U.S.-based telecom operators, addressing technical questions and ensuring a smooth verification process.

  • Contributed to a 20% reduction in processing time for phone number verification through optimized workflows and improved communication channels.

  • Ensured compliance with Twilio’s regulatory requirements, maintaining a 100% adherence rate in document validation processes.

Tools Used:

  • Customer Support Platforms: Zendesk, Splunk, Postman

  • Communication Tools: Outlook, Slack

  • Document Management: Google Drive, SharePoint

  • Telecom & Verification Systems: Twilio Console, Internal Validation Tools

  • Task & Workflow Management: Jira, Trello

  • Data & Analytics: Google Sheets, Internal Reporting Dashboards

Competencies:

  • Customer Support & Issue Resolution: Handling and resolving customer inquiries efficiently.

  • Document Validation & Compliance: Reviewing and approving submitted documents to meet Twilio’s regulatory standards.

  • Technical Communication: Liaising with U.S.-based telecom operators and addressing process-related technical queries.

  • Process Optimization: Improving verification workflows for increased efficiency.

  • Email Management & Ticketing: Managing high volumes of customer interactions through Zendesk.

  • Data Accuracy & Quality Assurance: Ensuring high accuracy rates in customer profile validations.

  • Collaboration & Stakeholder Communication: Coordinating with internal teams and external partners for seamless operations.