Vicentiu Ungurean

Experience

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  GE Capital

  Oct 2007 - Jun 2008

  Collections Officer

  - Contacting customers to recover debts, checking and improving collections database in terms of contact data.- Reviewed and analyzed credit reports to assess risk factors, aiding in the decision-making process for account management strategies.- Established positive rapport with clients, fostering trust and open lines of communication throughout the collections process.- Built strong client relationships, fostering open communication channels to facilitate effective debt recovery and improve customer satisfaction rates.- Fostered strong client relationships through empathetic communication, facilitating more effective debt recovery while maintaining high customer satisfaction levels.- Meticulously maintained and updated collections database, ensuring the accuracy of contact information and enhancing the team's ability to reach debtors effectively.- Analyzed credit reports to identify risk factors, informing strategic account management decisions and optimizing debt recovery processes. Show less

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  Garanti BBVA Credite de Consum

  Jun 2008 - Aug 2011

  Collections Supervisor

  - Responsible for daily activity reports, sending notifications (mail and texts), and observance of internal and external compliance rules.- Scheduled regular team meetings to review goals, analyze results data, and discuss challenges faced during the collection process.- Mentored junior staff members on best practices in debt collection techniques and procedures.- Managed coaching, team schedule, team activity assessment, and feedback.- Analyzed collection data to refine strategies, contributing insights to bonus system development and management appraisal processes.- Implemented data-driven strategies to optimize collection processes, enhancing team performance and contributing to the refinement of the bonus systems.- Leveraged data analysis to refine collection strategies, providing critical insights for management appraisal and process improvement.- Coordinated cross-functional efforts to ensure compliance with internal and external regulations, maintaining operational integrity.- Pioneered streamlined reporting systems, enhancing communication efficiency through optimized notification processes and activity tracking. Show less

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  MIC.RO

  Aug 2011 - Nov 2011

  Network Controller

  Quality control of operations

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  UniCredit Consumer Financing IFN SA

  Dec 2011 - Jul 2019

  - Responsible for the performance of the Debt Collection Department, providing assessment and feedback to employees and higher management monthly and annually, creating strategies and personal development plans for team members.- Worked effectively in fast-paced environments.- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.- Applied effective time management techniques to meet tight deadlines.- Spearheaded loan restructuring and debt recovery initiatives, significantly boosting cash flow through persistent follow-up and negotiation of mutually beneficial payment plans.- Involved in the development of collections tools and procedures, implementing new projects, portfolio analysis - trends and projections.- Managed outsourcing client portfolio to third parties, optimizing debt notification workflows and enhancing collection efficiency while overseeing the debt portfolio sales to third parties.- Active in the process of hiring and onboarding new employees.- Optimized communication within the organization's departments and external customers. Show less - Responsible for loan restructuring activity, debt notifications workflow as well as managing outsourcing client portfolio to third parties.- Increased cash flow through timely follow-up on outstanding invoices and persistent debt recovery efforts.- Provided exceptional customer service while resolving disputes or concerns related to billing issues or overdue payments.- Improved customer retention through compassionate communication and negotiating mutually beneficial payment plans.- Fraud detection, investigation, and reporting.- Improved customer retention through compassionate communication, resolving billing disputes, and negotiating flexible payment arrangements.- Conducted fraud detection, investigation, and reporting, safeguarding company assets and maintaining financial integrity.- Led coaching and training programs for new employees, fostering a skilled and cohesive collection team. Show less

  • Head of Credit Support

    Mar 2016 - Jul 2019

  • Senior Collections Representative

    Dec 2011 - Mar 2016
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  Logistic One Ltd.

  Nov 2019 - Mar 2021

  Dispatcher

  - Liaised between drivers, shippers, brokers, and consignee representatives.- Managed personal advances, road service assistance, and border crossing procedures.- Monitored active loads and ETA's, and negotiated load rates and delivery times.- Optimized logistics operations by coordinating multi-stakeholder communication, enhancing efficiency in driver support and border procedures.- Streamlined load management processes, improving delivery times and maximizing revenue through strategic rate negotiations.- Maintained meticulous oversight of active shipments, ensuring timely deliveries and proactively addressing potential delays.- Fostered strong relationships across the supply chain, facilitating seamless coordination between drivers, shippers, and consignees. Show less

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  Veho

  Mar 2021 - Oct 2023

  - Implemented standardized operating procedures, driving continuous improvement in team performance and operational efficiency across multiple departments.- Worked cross-functionally with Live Operations, Trust and Safety, and Training teams, to ensure overall goals were achieved.- Led major initiatives within the department that drove innovation or addressed critical business challenges.- Worked closely with the product development team to provide the best driver and customer experience while using the mobile delivery app.- Mentored junior staff members in their career development, sharing knowledge from vast experience in the field.- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.- Facilitated collaboration between team members on projects requiring cross-functional expertise for successful outcomes.- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks, while analyzing processes for optimization opportunities.- Spearheaded cross-functional initiatives to enhance driver and customer experience, collaborating with product development to optimize mobile delivery app functionality.- Cultivated a culture of open collaboration within a team of 10, applying Radical Candor principles to foster growth and enhance communication.- Spearheaded cross-functional initiatives to enhance driver and customer experience, optimizing mobile delivery app functionality.- Led major initiatives addressing critical business challenges, driving innovation and operational excellence in delivery support. Show less - Responsible for setting daily workflows, supporting all associates while on shift, and ensuring they are properly trained.- Deescalated driver and customer incidents, team conflicts, and understanding where the most critical need is at a specific moment.- Tested and piloted the implementation of new CRMs.- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.- Established clear performance metrics for the team which helped track progress towards set targets effectively.- Managed risks and mitigated potential issues through proactive planning, monitoring, and timely decision-making.- Piloted new CRM implementations, streamlining processes and improving team productivity in driver support operations.- Mentored new associates, fostering a positive work environment through open communication and recognition initiatives.- Led driver support team, optimizing workflows and resolving critical incidents. Improved operational efficiency and customer satisfaction through proactive planning. Show less - Coordinated with the Customer Support team to handle live operations workflow and manage misdeliveries.- Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.- Monitored driver communication channels in assigned markets to assist drivers with location issues, app failures, route abandonment, etc.- Streamlined communication between Customer Support and drivers, resolving complex issues and enhancing operational efficiency in assigned markets.- Fostered seamless coordination with the Customer Support team, managing live operations workflow and addressing misdeliveries effectively.- Provided crucial assistance to drivers, troubleshooting app failures, route abandonment, and location issues to ensure smooth delivery operations. Show less

  • Delivery Support Supervisor

    Dec 2021 - Oct 2023

  • Driver Support Lead

    Aug 2021 - Dec 2021

  • Driver Support Associate

    Mar 2021 - Aug 2021
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  Bucharest Grill

  Jan 2024 - Oct 2024

  Operations Manager

  - Directed daily restaurant operations, ensuring a seamless and efficient workflow.- Enhanced customer satisfaction through timely service and prompt resolution of complaints.- Oversaw staff scheduling, training, and performance management to maintain high operational standards.- Managed inventory levels and ordered supplies to ensure uninterrupted service.- Monitored compliance with health, safety, and sanitation regulations.- Analyzed financial data, controlled costs, and achieved revenue targets.- Fostered a collaborative work culture, emphasizing teamwork and adherence to company policies. Show less

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  Wings4U

  Feb 2025 - now

  Tech Consultant