Experience

Capital Financial Services S.A.

• Financial Services
• 1 - 100 Employee

• Project Manager

  • Jul 2022 - Present

  Bucharest, Romania Responsible for coordinating, implementing and launching the MultiversX Debit Card Project, from concept to final product. Responsible for defining and coordinating the Corebanking creation project. Responsible for defining and coordinating the Wallet creation project, Cards module. Managing day-to-day operational aspects of the projects. Creating, executing and revising project work plans properly to meet the changing needs and requirements.



BNP Paribas Personal Finance

• France
• Banking
• 700 & Above Employee

• Senior Product Manager

  • Feb 2021 - Jul 2022

  Bucureşti, România Coordinating cards marketing campaigns in terms of improving card usage and activation rate and increasing revolving production. Managing monthly and annual budget allocated for promotional campaigns. Involved in Customer Experience projects for increasing customer retention rates.



Euro-Tax.pl S.A.

• Poland
• Consumer Services
• 1 - 100 Employee

• Sales & Customer Experience Director

  • Dec 2020 - Feb 2021

  Bucuresti Responsible of Call Center coordination in terms of Sales growth and Customer Experience improvement



Libra Internet Bank

• Romania
• Banking
• 700 & Above Employee

• Product Owner Cards & Wallet

  • Sep 2020 - Nov 2020

  Bucharest, Romania Responsible for coordination of Cards and Wallet Scrum’s Projects in terms of prioritization, resources allocation and business requirements; Revised and proposed new terms and conditions for the outsourced contracts and SLA.



Credex IFN

• Romania
• Financial Services
• 1 - 100 Employee

• Cards & Payments Director (Board Member)

  • Mar 2020 - Jul 2020

  Voluntari, Ilfov, Romania Responsible for preparing the NBR License file as a Payment Institution for Credex IFN and creating the Credit Cards Department. Achievements: I have created and launched the Credex IFN website, started the NBR License Project and implemented the project Payment of Online Instalments with BT.

• Head of Operations

  • May 2019 - Mar 2020

  Bucharest, Romania



Credex Pay (Altex Group)

• COO (Board Member)

  • Jan 2019 - Mar 2020

  Voluntari, Ilfov, Romania Managed the Acquiring Migration Project for ALTEX Romania in terms of new platform integration, new contracts with the banks and providers and POS sharing functionality. Achievements: I have managed and implemented the project “Pay the instalments” in Altex and MG stores, for Unicredit Finance and Credex IFN clients.



Global Payments Inc.

• United States
• Financial Services
• 700 & Above Employee

• Operations Manager

  • Mar 2017 - Jan 2019

  Bucharest, Romania POS management in terms of installation, incidents and stock; Responsible for Acquiring Migration Project; Daily Merchant Support; Call Center coordination – SPOC for Photel CC. Achievements: I have started the Acquiring Migration Project for BCR merchants and successfully migrated 20% of the Portfolio from BCR platform to GP platform in 3 months. I have improved the Call Center activity by minimizing the call waiting time with 10% and the Customer Experience with 20% by… Show more POS management in terms of installation, incidents and stock; Responsible for Acquiring Migration Project; Daily Merchant Support; Call Center coordination – SPOC for Photel CC. Achievements: I have started the Acquiring Migration Project for BCR merchants and successfully migrated 20% of the Portfolio from BCR platform to GP platform in 3 months. I have improved the Call Center activity by minimizing the call waiting time with 10% and the Customer Experience with 20% by taking all necessary measures in order to decrease the complaints. Show less



Wirecard

• Germany
• Financial Services
• 400 - 500 Employee

• Operations Specialist

  • Nov 2016 - Feb 2017

  Bucharest, Romania Checking and solving reconciliation reports Achievements: I have created a separate ATM database for easier daily use.



BCR

• Romania
• Banking
• 700 & Above Employee

• Retail Distribution Innovation Manager

  • Mar 2016 - May 2016

  Bucharest, Romania Direct involvement in Call Center evolution projects(IVR Self Service, Voice Biometric and Speech Recognition) based on customer complaints and not only; Enhancing the customer experience by finding new services and products according to their needs or improving the existing ones; Continue search for innovative ideas and solutions. Achievements: Successfully implementing the new IVR functionalities in Call Center.



First Data Corporation

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Key Account Manager Support

  • Aug 2013 - Dec 2015

  Bucharest, Romania Managed the whole activity in Romania and maintained a good relationship with the existing clients; Had regular meetings with clients and looked together for new opportunities, proposing solutions and coordinating projects or simply clients’ requests; Was the focus point between FDR clients and FD Bratislava Project Management Team; Managing complex projects from concept to fully operational status (3D Secure, Contactless, Mastercard EMV Migration, SMS Notification, On-us).

• OPERATIONS MANAGER

  • Oct 2007 - Dec 2015

  Bucharest, Romania Call Center management: Coordinating a team of 15 people; Issuing and constantly updating internal procedures for CC activity; KPI monitoring and SLA achievement; Planning and forecasting team resources. Operational activities: Full chargeback support; Tracking solutions for solving authorization incidents and new products settings in the system; Management, coordination, resource planning and control of project activities. Tracking completion of new… Show more Call Center management: Coordinating a team of 15 people; Issuing and constantly updating internal procedures for CC activity; KPI monitoring and SLA achievement; Planning and forecasting team resources. Operational activities: Full chargeback support; Tracking solutions for solving authorization incidents and new products settings in the system; Management, coordination, resource planning and control of project activities. Tracking completion of new projects; Risk monitoring transactions; Managing, cost-effectively, the operational functions; Regular meetings with clients in order to maintain a good cooperation, to solve in the best condition all their problems; Reports related to company's activity and not only; Preparing the reports for monthly bills issued to the banks. Non-operational activities: Managing of the local office in terms of accounting, financial reporting, HR, purchasing, etc; Participation in business case and budget preparations; Development and maintenance of company budget; IT Support; Checking and managing new contracts; Support for Physical Security in order to keep a secure environment; Data Privacy Officer for Romanian BU; Monitoring local procedures in order to be fully compliance with the company regulations. Main achievements: I have decreased the annual expenses by 10-15% through contract negotiation and other cost cutting methods. I have increased the annual revenue by 20% through the sale of services and products. I have used coaching skills to help improve team performance by 25% year by year, with 50% more dials accepted and 25% more incidents successfully solved.



EMPORIKI BANK OF GREECE S.A.

• Law Practice
• 1 - 100 Employee

• Card Officer - front office

  • Jul 2007 - Oct 2007

  Bucharest, Romania Daily front office operations; Daily ATM management; Other operations tasks(chargebacks, second presentments, other disputes).



Provus Service Provider

• 1 - 100 Employee

• Card Officer

  • Aug 2005 - Jul 2007

  Bucharest, Romania Verification and fulfillment of the conditions stipulated in the “Security Procedures “ for the annual visits of Visa MasterCard; PIN and card stock evidence; Generating, checking and sending the outgoing files to Visa and MasterCard; Loading, checking and processing of the incoming files received from Visa and MasterCard; Generating reports for banks using the Edit Package program; Generating, checking and sending the daily posting files to the banks; Making manual… Show more Verification and fulfillment of the conditions stipulated in the “Security Procedures “ for the annual visits of Visa MasterCard; PIN and card stock evidence; Generating, checking and sending the outgoing files to Visa and MasterCard; Loading, checking and processing of the incoming files received from Visa and MasterCard; Generating reports for banks using the Edit Package program; Generating, checking and sending the daily posting files to the banks; Making manual corrections for unfinished transactions, reversal transactions unregistered, doubled transactions, other corrections; Initialization of special bank transactions requests (chargeback, representment , fee collection, funds disbursement) and generating specific reports; Providing support for merchants and banks’ branches; Closing day processing for credit cards, generating and verifying closing daily files; Analysing banks’ transactions; Support for Helpdesk operators in analysis of special cases.

• Call Center Agent

  • Sep 2004 - Jul 2005

  Bucharest, Romania Providing general information about cards and transactions; Performing card blocking requests; Prepare and deliver daily reports; Monitoring Visa and MC connection.