IntelligentBee IntelligentBee 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 2011, 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 omni-channel support.

Their technical expertise covers newer technologies such as Ruby on Rails, React.js, Python, Django, Ruby/JRuby, and PHP/Spring. IntelligentBee serves small and mid-sized companies across industries, including housing, business services, financial services, informational technology & e-commerce, advertising, marketing, and medical centers.

The company emphasizes employee development, evidenced by its ranking in the top tier on sites like The Manifest, Clutch, Happy. Happy. Happy, and Forbes. Its services cover Software Development, Websites, Strategic Recruitment, and all development-related services.

IntelligentBee website screenshot

Role: Technical Support Engineer – Twilio Project

Key Achievements 🏆

  • Processed and validated 100+ customer requests daily, ensuring compliance with Twilio’s internal requirements for phone number acquisition.
  • Achieved an over 90% 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 20%, 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 to 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/telecom operators.