Andrei M.

Product Manager

765 dollar

My experience

AMOCON SOFTWAREApril 2018 - Present

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Fuelplus GroupFebruary 2013 - Present

- Gain a deep understanding of customer experience, identify and fill product gaps and generate new ideas that grow market share, improve customer experience and drive growth
    - Create buy-in for the product vision both internally and with key external partners
    - Develop product positioning strategies
    - Handle direct customer communication and on site meetings in various countries
    - Facilitate and manage Business requirement analysis and feature discussions
    - Ensure constant customer communication and follow-up for project implementation
    - Ensure correct system setup and requirement delivery as per customer spe...
    - User support and customer service.
    - Create specific documentation for clientele
    - Provide application work instructions for customers and service desk team members
    - Handle customer online meetings and workshops
    - Handle on site customer workshops
    - Provide both internal and external product training for customers and new service desk members
    - Provide technical assistance to customers
    - Provide clarifications to customers through e-mail and phone
    - Become familiar with each client and their respective applications.
    - Learn fundamental operations of used software and hardware
    - Follow standard Service Desk operating procedures; accurately log all Service Desk tickets using the defined tracking software
    - Become familiar with help-desk policies and services
    - Become familiar with the Systems, Network, Database Engineers, programmers, developers, and each team in the IT Department
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Vodafone RomaniaSeptember 2011 - January 2013

1st level Email Support for Data Services provided by Vodafone Romania including

    - Broadband services,
    - Web hosting,
    - Blackberry,
    - Terminal Configuration,
    - Application support and others.
    Job duties:

    - maintain excellent knowledge of the companies portfolio of products and services in order to
    understand customers’ needs
    - respond to incoming requests for cancellation of services and persuade customers to remain with the company.
    - proactively contact customers who are identified as at risk of cancellation and
    ensure that every opportunity to retain these customers is investigated.
    - identify opportunities to turn dissatisfied customers into happy customers.
    - document customer outcomes to add to the companies knowledge of reasons why customers
    choose to cancel their services.
    - identify new business practices that could be introduced or suggest modifications
    to existing practices that could reduce the risk of customer cancellation.
    - report regularly to team leader on all activities relating to the role.
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Computer Generated SolutionsApril 2008 - October 2008

Job duties:

- Attract potential customers by answering product and service questions;
- Maintain customer records by updating account information.
- Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
- Recommend potential products or services by collecting customer information and analyzing customer needs.
- Prepare product or service reports by collecting and analyzing customer information.
- Contribute to team effort by accomplishing related results as needed.

My stack

Others

Coaching, Analysis, Business Analysis, Leadership, Troubleshooting, Teamwork, Strategic Planning, Management, Enterprise Project Management

Business Intelligence

SAS Business Analytics

Computer Tools

MS Office

IT Infrastructure

Windows

My education and trainings

- Transilvania University from Brasov2010 - 2014