Bogdan Bilboreanu

- Analyzing internal operations and identifying areas for process improvement.
- Driving innovation and consistently creating new revenue streams.
- Implementing business strategies and plans aligned with short- and long-term objectives developed in collaboration with the CEO/CTO.
- Overseeing operations, the human resources department, and accounting, while collaborating with the CEO/CTO to manage revenues and allocate sufficient investment capital for short-term growth objectives.
- Managing capital investments and expenditures effectively to ensure the company meets investor growth and profitability goals.
- Monitoring invoices, cash handling procedures, accounting, and banking processes.
- Tracking performance using monitoring software, taking corrective actions when necessary, and preparing detailed updates and forecasts.
- Building and maintaining trusted relationships with key partners and stakeholders.
- Executing and acting on CEO/CTO requests with priority to ensure alignment.
- Ensuring an efficient process for recruitment, onboarding, professional development, performance management, and retention.
- Ensuring compliance with internal, national, and local business regulations and taking appropriate actions when necessary.
Project Management Responsibilities:
- Defining project scope, goals, deliverables, and timelines in alignment with organizational objectives.
- Developing and managing detailed project plans, resource allocation, and risk mitigation strategies.
- Monitoring project progress, resolving issues, and adjusting plans as necessary to ensure successful outcomes.
- Implementing best practices in project management methodologies and tools to enhance team efficiency and productivity.
- Driving collaboration between departments to streamline workflows and achieve shared goals.

- Managed a team of 5 employees
- Coordinated daily activities of my team ensuring all billing tickets and e-mail requests are responded as per 15-minute SLA
- Periodically verified my team's written responses to tickets and trained them on best responses to ensure that issues are resolved in a professional manner
- Ensured services are invoiced in WHMCS according to the contract agreement and to the Romanian fiscal regulations
- Calculated monthly sales commissions for the Sales team, based on the complex terms and conditions of the commission schemes
- Handled server bandwidth and power overages invoicing by manually monitoring the usage monthly
- Handled new order processing when needed
- Worked with the Development team to implement new features to improve workflow and tackled emerging system issues
- Worked with the accounting team and Finance Director to resolve invoice irregularities
- Prepared monthly reports reflecting invoices, payments, outstanding balances and more
- Managed Front Office Admins and their administrative responsibilities: communicating with the office cleaning company; ensuring that all office supplies orders, plane tickets/accommodation reservations, and other administrative orders placed by the Front Office
- Managed and created customer satisfaction surveys
- Screened, interviewed, and trained new hires
- Designed training materials for customer service improvement, problem solving, soft skills and more
- Designed internal events posters in Adobe Photoshop
- Mental Health first Aider – responsible for the wellbeing of our employees, recognizes possible signs and symptoms of a colleagues who are struggling with their mental health or are suffering from stress and anxiety and assists and helps them in the first instance

- Supervised a team of 5 employees
- Coordinated daily activities of my team ensuring all billing tickets and e-mail requests are responded as per 15-minute SLA
- Periodically verified my team's written responses to tickets and trained them on best responses to ensure that issues are resolved in a professional manner
- Ensured services are invoiced in WHMCS according to the contract agreement and to the Romanian fiscal regulations
- Worked with the accounting team and Finance Director to resolve invoice irregularities
- Supervised Front Office Admins and their administrative responsibilities: communicating with the office cleaning company; ensuring that all office supplies orders, plane tickets/accommodation reservations, and other administrative orders placed by the Front Office
- Managed and created customer satisfaction surveys

- Resolved incidents forwarded by the Frontline Tier 1 staff, related to accounts and billing: unauthorized purchase made by a minor, refund issues, account region migration issues, unauthorized access following strict rules and policies

- Handled demanding service incidents forwarded by front line agents regarding repair orders for Xbox consoles and fulfillment orders for Xbox accessories
- Acted as the only liaison between the Call Center and external vendors and service centers, providing continuous updates and information to one another
- Weekly meeting discussing and resolving incidents

- Operational supervising through real time monitoring and ensured that KPIS are met by proactively approaching the agents that were failing to meet them
- Acted as the highest point of contact to the customers and handled warm transfers and manager customer call backs
- Gathered additional information, identified top emerging customer issues, and provided suggestions to improve support
- Overviewed the Customer Wellness process and trained agents on how to follow up with customers and ensured that all cases were resolved
- Provided feedback/ coaching to agents
- Performed T1 tasks when required

• - Phone and e-mail customer support
• - Offered information/ solutions/ counseling to customers regarding the company's services in all areas -regarding Xbox, such as accounts, billing, hardware and network connectivity
• - Promoted Microsoft Xbox products and services by means of knowledge, attitude and information
• - Documented all operations in the company's database, according to internal policies and procedures
• - Compliance with company regulations in regards to Data Protection, Information Security and GDPR