Dragos Mortoiu

Experience

• 

  EMAG

  Nov 2016 - Jan 2021

  Managing a team of 15 people for different outbound activities: • Based on an algorithm, finding the customers that may make a legal complain ( ANPC ) against our company and calling them to find a way of solving their problem;• Survey calls to find out opinion of our customers about different developments;• Calling back the clients which waited more than 10 minutes in the inbound queue;• Calling the clients with orders supposed to be delivered later than usual to inform them / replace the order / etc;My responsibilities: • Shift-management, covering the needs of company per hour;• Improving quality of the agents so that they can deliver the best customer experience possible;• Constantly rising the first call resolution ( from 82% at the beginning up to 95% now );• Developing and achieving performance goals and objectives in order to achieve customer promise expectations;• Coordinating and developing the team in the manner of a values-based organization,making sure that people are motivated and involved in achieving company’s objectives;• Analyzing reports in order to improve current processes & flows or to come with new ones;• Giving constant feedback to my agents so that they can improve their performance & way of working;• Making different reports for the management team;• Help the agents with hard cases, making fast & smart decisions in order to satisfy the client needs; Mostrar menos Managing different teams of up to 45 people of call center agents ( inbound ). My responsibilities: • Improving the first call resolution for my team from 65% up to 76%, with an productivity of at least 7 calls/hour;• Improving the customer satisfaction survey promotors rate up to 95%; • Establishing relationships and collaborating with key business partners (compliance, law, operations leaders) to facilitate timely and accurate resolution to customer complaints;• Full responsibility for the performance of coordinated teams and achieving department’s KPI’s;• Making sure that all my employees are well trained and informed, working efficiently;• Handle the recruitment process & interviews of new team members;• Carry out supervisory responsibilities in accordance with company’s policies and procedures;• Feedback on the spot, improving the quality of my team;• Analyzing daily & weekly reports in order to improve the quality of my team & the processes / flows; Mostrar menos

  • Call Center Team Leader ( Outbound )

    Sept 2020 - Jan 2021

  • Call Center Team Leader ( Inbound )

    Oct 2018 - Sept 2020

  • Social Media Specialist

    Nov 2017 - Oct 2018

  • Call Center Agent

    Nov 2016 - Oct 2017
• 

  Apa Nova București - Veolia

  Jan 2021 - Nov 2022

  Call Center Manager

  Managed a team of 18 call center agents and 2 supervisors, overseeing both inbound and outbound operations.• Increased customer satisfaction scores by 30% within 6 months by implementing targeted training programs and enhancing team communication.• Developed and executed innovative customer service strategies that improved first-call resolution rates by 20%, leading to a more efficient call center operation.• Created and implemented a quality scorecard in order to provide a better experience for our customers, which first had an average score per month of 2.1 and went up to 3.9 in less than 1 year. ( grades 1 to 5 )• Oversaw daily operations, ensuring adherence to customer service standards and departmental objectives.• Established key performance indicators to evaluate performance and monitored staff performance against these indicators, from scratch 0.• Changed the mindset of the employees from a very fixed one to a growth one, building a relationship that let me help them to change the approach that they had for over 20 years.• Created step by step procedures to ensure an easy way to welcome new employees to the team and also help the existing ones to better understand the applications that we're using. Mostrar menos

• 

  Playtika

  Nov 2022 - Jan 2024

  VIP Account Management Team Lead

  I was responsible for directly managing a team of 9 account managers, while also playing a key role in project management for the entire department of 21 account managers, as part of the Bingo Blitz project.• Successfully increased EBITDA by up to 20% within one year while also enhancing employee and client satisfaction by optimizing workflows and utilizing resources more efficiently.• Skilled in developing and executing successful account management strategies to drive players' loyalty and satisfaction.• Experienced in preparing and delivering presentations to C-level stakeholders and other key decision-makers.• Lead, mentored, and manage a team of eight Account Managers, each managing portfolios of 800 players, contributing to a combined monthly spending in the millions.• Coordinated with cross-functional teams to develop innovative solutions to players' challenges.• Regularly report to senior management on account portfolio performance, highlighting achievements, challenges, and areas for improvement.• Utilize data-driven decision-making to analyze player behavior trends, forecast growth, and guide the strategic direction of the team and the wider business.• Develop and implement account management strategies to optimize player retention, increase player lifetime value, and maximize revenue. Mostrar menos

• 

  Top Profil Sistem | TPS

  Jan 2024 - Jun 2025

  Sales Team Lead

  I oversaw and led an online sales team of 8 agents, driving performance and ensuring the achievement of sales targets through strategic guidance and support.• Increased sales by at least 40% and up to 70% over the past six months, comparing each month to the same period in the previous year.• Restructured and optimized multiple workflows to enhance efficiency, reducing time spent and improving the overall employee experience.• Built all reports from scratch, leveraging available data while sourcing and integrating additional relevant data.• Established clear procedures and developed comprehensive materials to minimize errors.• Defined key performance indicators (KPIs) and redesigned the salary bonus structure to be performance-based.• Created standardized templates for streamlined communication via email and WhatsApp.• Implemented process automation using tools like Monday, Zapier, and others to improve workflow fluidity and efficiency. Mostrar menos

• 

  Eldrive

  Jan 2025 - now

  Systems Integration Lead
• 

  Ogooga

  Jun 2025 - Jan 2025

  Project Manager