Mihai Bogdan Radu

Experience

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  RCS & RDS

  Nov 2010 - Jul 2012

  Customer Service Representative

  • Addressed product and service inquiries, resolved customer complaints by identifying issues and implementing solutions, and followed up to ensure resolution, maintaining courteous communication via phone and email.• Updated customer accounts, processed adjustments, and recommended new products or services to management by analyzing customer needs and feedback.• Trained staff to deliver high-quality customer service, fostering a strong focus on customer satisfaction and service excellence. Show less

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  Forterra International

  Jan 2013 - Aug 2013

  Real Estate Broker

  • Interviewed clients to understand their property needs, coordinated appointments, and accompanied buyers during property visits and inspections, providing advice on suitability and value.• Compared properties to determine competitive market prices, presented purchase offers, and acted as an intermediary in negotiations between buyers and sellers to facilitate successful transactions.

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  2Checkout

  Sept 2013 - May 2021

  • Produced secure and resilient designs, flows, and supporting documents for new or improved services, addressing current and future professional service requirements.• Built strong relationships with internal teams, including development, product management, and support, to foster collaboration and alignment.• Proposed and implemented process improvements to enhance efficiency and effectiveness across operations.• Contributed to the M&A migration/merger project between 2Checkout and Avangate, merging product functionalities over two years and doubling the product's market value.• Developed new business processes and procedures to align with evolving business needs and operational maturity.• Optimized business value delivery by prioritizing backlogs and assessing ROI, collaborating with Marketing and Customer Success teams to inform customers and manage attrition effectively. Show less • Supervised Service Operations team activities, supported team members by identifying and resolving blockers, and participated in recruiting new hires to strengthen the department.• Calculated individual KPIs, created capacity reports (monthly, quarterly, and yearly) for management, and monitored adherence to internal SLAs.• Contributed to improving department activities and tasks while serving as the escalation point for internal departments regarding incident management processes or team-related inquiries. Show less • Interfaced with merchants to address and resolve technical support requests, diagnose and troubleshoot problems, and offer solutions for both standard and non-standard issues, ensuring customer satisfaction and confidence.• Monitored system performance, logged and prioritized incidents and service requests, managed service restoration, and acted as an escalation point for internal departments and complex inquiries.• Ensured service quality by enforcing organizational standards, identifying trends in repetitive incidents, reporting and prioritizing defects, and supervising incident processing within agreed service levels. Show less • Provided Tier 1 and 2 email support to customers and merchants regarding invoices, payments, disputes, chargebacks, and refund requests, while maintaining strong relationships with partner banks and payment processors like PayPal and American Express.• Handled chargeback processes, including receiving and processing payment refusals, providing supporting documentation to banks, and reconciling chargebacks based on bank or payment processor resolutions.• Created, verified, and validated reports on chargebacks, ensuring accuracy and transparency throughout the process. Show less

  • Service Operations Manager

    Jan 2019 - May 2021

  • Team Leader Service Operations

    Jan 2018 - Dec 2018

  • Senior Technical Support Analyst

    Mar 2015 - Dec 2017

  • Financial Operations Specialist

    Sept 2013 - Feb 2015
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  Verifone

  May 2021 - Sept 2022

  Product Lead

  • Participated in defining product strategy and roadmap through problem evaluation, solution exploration, and roadmap planning.• Delivered MRDs and PRDs with prioritized features and justifications to align with product goals.• Represented clients by identifying potential solutions, prioritizing options, and addressing problem areas or gaps in gathered information.• Validated business requirements, user stories, and process flows while identifying system and solution components.• Ensured specifications were implementable by validating them with developers and collaborating with the product delivery team.• Contributed to product launch readiness through field training, developing training materials, and creating sales collateral.• Assisted sales teams with product presentations, customer acquisition, and preparing detailed product specifications and proposals.• Supported Pre-Sales and Sales by providing key sales support and addressing competitive technologies and strategies. Show less

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  Cognizant Softvision

  Oct 2022 - now

  Project Manager

  1. Project Management and Team Leadership:• Established and implemented delivery models utilizing Agile Scrum methodologies, including the creation and management of artifacts and facilitation of ceremonies.• Directed team objectives, conducted performance evaluations, and fostered leadership and motivation to enhance team productivity.2. Account Governance and Support for Delivery Managers and Engagement Portfolio Leads:• Led governance meetings with customer stakeholders to provide comprehensive project updates and strategic insights.• Cultivated and maintained strong relationships with Product Managers, Technical Leads, and Directors of Engineering to ensure alignment and collaboration.3. Program Management:• Streamlined onboarding and knowledge transfer processes for new team members across five new projects, including conducting interviews, introductions, and facilitating seamless transitions.• Organized and led regular governance meetings to ensure project alignment with organizational objectives.• Implemented effective knowledge transfer strategies to maintain continuity and leverage expertise across projects.• Identified and pursued opportunities within existing accounts to expand service offerings and drive growth. Show less