Mihai Dincu

Experience

• 

  Teleperformance Romania

  Jul 2014 - Nov 2019

  - Overseeing a multilingual team (6 languages, 10 team leaders and 200 headcounts), client being one of the largest companies in the gaming industry- POC for the client on handling complex escalations around quality, fraud and risk reviews- Conducting weekly business reviews and conference calls with the client to discuss about team performance, eacalations and best practices- Coaching and training the team leaders in 1.1 or group sessions - Maintaining team motivation and a positive work environment within the operations - Participating to the internal and external quality calibration sessions to ensure that interactions with the customers are monitored and analyzed properly by the Team Leaders and Quality Analysts - Responsible for Team leaders, Quality Analysts and Advisors schedule and holiday plan Show less - Overseeing 30 customer support advisors for one of the largest companies in the gaming industry- Maintaining quality to the level and goals established by the client through different KPIs- Performing quality transaction monitoring for the advisors, making sure the client's requirements are fulfilled- Providing 1.1 coaching sessions to advisors to share areas of improvement, opportunities and positive feedback- Performing schedule adjustments for the advisors and making sure the shifts and channels are fully covered- Sharing constantly with the relevant stakeholders latest updates around main contact drivers, known issues and major incidents to make sure we keep a high quality level of support Show less

  • Operations Manager

    Jul 2018 - Nov 2019

  • Team Leader with German

    Feb 2015 - Jun 2018

  • Game Advisor with German

    Jul 2014 - Jan 2015
• 

  Microsoft

  Mar 2020 - now

  - Responsible at Area level for delivering against internal OKRs and targets- Work closely with the Regional Partner Manager, BG and GPS organizations to align on core priorities and also on new potential candidates for the FRP program- Create ongoing coaching and mentoring of FastTrack ready Partners around business planning, strategy, offers and incentives- Provide thought leadership for identifying patterns, opportunities, and gaps in Area portfolio- Management of FPMs working with partners in the Area and awareness of their portfolios and performance- Create Area action plan and lead the execution of it Show less - Help the EMEA FastTrack Ready Partners to grow their business by embedding a FastTrack approach in their go-to-market offerings and moving as many customers as possible to M365 cloud- Build close relationships with the relevant partner stakeholders (including C-suite leaders) and internal MS Field resources (PDMs, PTSs, MWAs) to drive partner and customer success- Represent the voice of the partners and customers in the resolution of complex escalations- Lead business reviews to advise partner leadership on current performance and progress on agreed goals- Coaching and training the relevant stakeholders within partner organization- Tasked with the strategic collection of partner feedback on Microsoft 365 products to inform and propel product improvement initiatives- Act as a Champion internally for feedback, issues and escalations raised by partners or FPM team on Reporting Power Bi, Tools & Data and MCI program Show less

  • FastTrack Partner Manager Lead CEE

    Nov 2021 - now

  • FastTrack Partner Manager

    Mar 2020 - now