It’s been more than two years since Cezar joined our team. Among us email geeks, he’s one of the biggest, and those of you who’ve chatted with him can testify. Cezar Mitrenca is now our Customer Support Team Leader. Together with Vlad Stoian, he supervises our awesome support team that works for you 24 hours a day.
What does a typical day look like for Cezar? What are the most challenging – and most rewarding – aspects of his job? Also, what are some of the best email marketing tips he can share?
He answered all of these questions, and more, in the interview below.
What does a usual work day look like for you?
First, I like to start my day by having breakfast, walking my dog and playing with my cat. Once I feed them, I’m out the door.
I get at the office around 10 A.M. and have a cup of tea while checking our recent tickets and chats. Most times I jump on chats with our customers, and if my colleagues have questions, I try to help them as best as I can.
Then I move on to our complex Tier 2 tickets. Oftentimes, there are Tier 2 tickets that need more time to investigate and respond to, so I always pay close attention to them.
Most days Vlad and I have meetings in which we discuss and elaborate future strategies. Some of them get scrapped and others are discussed with our superiors so we can implement them if they bring value to ZeroBounce.
Do you all eat lunch together in the office?
Most of our team does: they usually order some take-out. I like to let them enjoy their break while I take care of our chats. Then I eat by myself – my girlfriend makes lunch for me every day and she’s a great cook!
When do you leave the office?
Around 6 P.M., but it depends, some days are busier and I end up staying until 7:00. I like walking to the subway, it’s the best time for me to plan my next projects or just let my thoughts wander.
What are the most challenging aspects of your job?
The most challenging for me are Tier 2 tickets that require Development experience.
I try to understand what the customer needs help with, then our team of developers jumps in to assist.
Keeping an eye on how they handle such situations has been vital to my progress at ZeroBounce.
Our developers’ responses give me strong examples of what can go wrong. So if that issue occurs again, I have a better idea of what the reason is and how to fix it.
From your own experience talking to our customers, what do they struggle with the most when it comes to email marketing?
Most of our clients struggle with a high bounce rate. After they verify their list and use only the valid emails we highlight, their bounce rate improves. We get so much positive feedback from them.
What is some of the most impressive feedback you’ve gotten?
It’s hard to choose because it’s happened a lot and it makes my day every time!
The case I’ll always remember was a client who was struggling with a high bounce rate. Also, he was new to email marketing so he didn’t know where to start fixing this problem.
I explained the email verification process step by step and what he needed to do once we cleaned his list. Plus, I cleared up some email marketing terms for him and shared a few tips to help him avoid the spam folder.
We exchanged emails for five days, back and forth, and he was really happy with the results. His last email was a 200-word long thank you note. Also, he gave us a really good review on Trustpilot for which we thank him!
There’s nothing more rewarding than helping our customers. I mean it. That’s what we’re here for, and seeing them succeed is what drives us.
For anyone who wants to improve their email marketing, what are your top 3 suggestions?
- First, verify your email list and use only the valid email addresses. If you have lots of catch-all emails, I recommend you isolate and score them. And if you use our A.I. email scoring service, keep only the emails that get scores of 9 and 10.
- If you have Yahoo emails in your valid list, extract them and send a campaign only to them. Once you see which ones bounce, weed them out. I recommend this step because, starting March 2019, Yahoo disables emails that have been inactive for some time. Those emails may be valid by definition but their inbox is blocked until the owner logs back in. We wrote a blog article about bouncing Yahoo emails and I strongly recommend it to all of our clients.
- Find a reliable email service provider, use a great template, send engaging content, and avoid any spam trigger words. They can really get you in trouble.
What’s the best thing about working at ZeroBounce?
The interaction with our clients is the best because I get to talk to people from all over the world!
Also, I love working and hanging out with my co-workers. We learn so many new things about email marketing and it’s what we love to geek out on. There’s a reason they call us email geeks!
What do you most like to do when you aren’t working?
I like going out with my girlfriend, watching movies, playing video games, and reading books. Now I’m really tempted to get a Kindle so I can read more easily on the subway, on my way to the office.