Paul Nedelcu Email and Phone Number

Order management | Networking • Handling multiple clients from both public and private sector and following different workflows to suit their needs (B2B); • Helped in major projects, transition towards new technologies (e.g. from ADSL to SOGEA or FTTP) for a client with over 11,000 branches; • Cross functional role, supported the clients from sale to complete activation of their services by collaborating with various teams (e.g. sales, field operations, engineers, delivery & project management); • Starting with the 2nd year, I also provided PM support for a global firm with locations worldwide. Direct contact with the customer, owner of weekly meetings; • Took part in transition planning & support, onboarding of new representatives: I organized calls with the new OMs which were saved as recordings and used for later documention on the workflows.

Customer support | Tourism, Lodging and Online Marketplace • Provided support for customers on the EMEA market; • Omnichannel support: Inbound and outbound calls, Chat support; • Two-sided marketplace: Use of ticketing system to assist hosts and guests alike; • Problem solving: finding rapid solutions for customers during stressful situations; • Took initiative to educate users on platform features, preventing future issues and enhancing overall satisfaction.

Customer Support | Telecommunication • Voice customer services for a major telecommunications company in US; • Handled large volume of calls, assisting customers with membership requests and issues; • Keeping and exceeding KPIs, good average handle time, and always went the extra mile to obtain the best possible outcome.

Online bookshop | e-Commerce • Performed data entry tasks for Printre Carti, ensuring accuracy and efficiency in entering information into company databases; • Consistently over target, evolving together with the company; • All-rounder: occupied the data entry position in the beginning, but later was part of multiple teams assisting with packing, delivery and resolving customer issues (missing or damaged books, etc.)