Mihaela Radu ✨ Email and Phone Number

Keep your employees happy and they will keep your customers happy.I play a pivotal role in driving customer-centric transformation across the organization. My responsibilities encompass a range of strategic and operational activities designed to enhance customer satisfaction and foster a customer-first culture.Key achievements:CX Trainings for Employees- Develop and deliver comprehensive CX trainings to support the organization's customer-centric transformation.- Empower employees with the skills and knowledge necessary to deliver improved customer experiences.Host of CX Online Talks- Organize and moderate online CX talks featuring esteemed guest companies such as Visa, Vodafone, or Autonom Drive.- Facilitate insightful discussions and knowledge sharing on best practices and innovations in customer experience.Customer Journeys mapping- Design and implement customer journeys to map and enhance the customer experience across various touch points.- Utilize customer feedback and data analytics to identify pain points and opportunities for improvement.Coordination of CSAT Survey for OMV Retail Global together w results analysis and business presentations CX Champion- as a CX champion within the organization, I am advocating for customer-centric initiatives and driving cultural change.- Collaborate with cross-functional teams to align strategies and ensure a consistent customerMentor @ HER Energy Academy- guiding students to discover themselves and what makes them thrive Skills and Qualifications:- Proven experience in customer experience management, with a strong track record of driving customer-centric transformations.- Excellent communication and presentation skills, with the ability to engage and inspire diverse audiences.- Strong analytical skills and experience with customer feedback tools and methodologies.- Ability to lead cross-functional teams and manage multiple projects simultaneously.

● Increased sales by 400 kEuro with 5 months B2B Leads Online Campaign performed in October 2021 - Feb 2022 ● Online Newsletter Campaign with over 40% opening rate● CO2 reduction info campaign with over 15.000 persons reach

● Increased customer engagement and sales by organizing 10+ events in 5 years with the participation of more than 500 customers ● Creation of Marketing Videos for Products and Applications, so they are now better presented and easy to understand● Introduction of testimonials and video testimonials - to market and increase awareness upon successful customer cooperation● Increased trust end engagement of prospects and customers by implementing a new Marketing Strategy based on 5 main Customer Value Propositions● 1st place winner: The most efficient marketer in relationship with Agencies● Successful organization of Teambuilding for 120 persons

Relevant projects: Merger of group companies Petrom Aviation SA and Aviation Petroleum SRL (Responsible for HR, Communication and Legal part in Petrom Aviation)● Proper and documented merger process for all staff (~ 100 employees) ● Creation and implementation of Internal Regulation Manual of Petrom Aviation SA● Coordination of Employees evaluation process for 2011 ● Negotiation and implementation of a new Collective Labor Contract for 2012 – 2013

● Live Webcast host and producer - facilitated better employee engagement (~700 employees in 12 countries) for the OMV Senior Vice President● SAP IRIS Implementation Key user - integrated into OMV Petrom the business of Petrom Aviation (8 airports, ~35 new customers, sales: 8 Kt per month) and trained end users for the new system● Work-stream Aviation Coordinator - IRIS East Project (05.2010 – 09.2010) - Created a new business solution into a new company: OMV Petrom Marketing, aligned from legal & tax point of view, for the aviation business● Project Manager – Petrom Aviation (01.06.2010 – 15.10.2011) - Delegated to Petrom Aviation affiliate to support Commercial Manager with procedures alignment, job descriptions, collective labor contract between Petrom Aviation and OMV Petrom SA. I have created over 30 Business Cases that offered a clear view on the investments to be performed into new storages● Communication Work-package Lead in CABRO Project (Consolidation of Aviation Business in Romania) and part of “Business Strategy” and “Location and infrastructure” Work-packages

● LPG Closure Project Coordinator, Petrom Romania - Managed a complete integration of the LPG department into a new business and a new company: Petrom LPG.● Achievements: organize and coordinate the inventory, close and hand over to Abandoned Assets of 3 filling plants; Sell of fixed assets, materials, and low-value assets from the LPG business in amount of 1,1 mil euro; Renting of five warehouses (ex-LPG warehouses and filling plants) to Petrom LPG agents