MIHAI EPURE-ONACĂ
Costumer Service
Cluj-Napoca
Summary
Results-driven professional with 20+ years of experience in client relations, service excellence, and team collaboration. Recently contributed to achieving prestigious Michelin star recognition through exceptional customer service and attention to detail. Proven track record in managing customer interactions, processing orders, and ensuring client satisfaction across multiple industries. Demonstrated ability to adapt quickly to new systems and environments, with a strong foundation in both customer service and technical skills. Multilingual communicator skilled in building and maintaining long-term client relationships.
Overview
14
14
years of professional experience
5
5
Languages
Work History
Senior Customer Service Professional
Grand Hotel Fasano *****L, Il Fagiano Restaurant
Fasano, Italy
03.2023 - 10.2023
- Contributed to achieving first Michelin star through exceptional customer service and attention to detail
- Successfully handled VIP clients including Michelin inspectors, demonstrating highest level of service excellence
- Mastered comprehensive 48-dish menu and wine list, including detailed knowledge of ingredients, preparation methods, and regional origins
- Utilized deep product knowledge to provide informed recommendations and enhance customer experience
- Managed complex customer requirements and special requests in a high-pressure environment
- Coordinated with multiple departments to ensure seamless service delivery
- Processed and tracked customer orders using advanced management systems
- Maintained detailed documentation of customer preferences and feedback
- Participated in continuous improvement initiatives that led to service excellence recognition
Customer Service Team Leader
Hotel Savoy Palace****
Riva Del Garda, Italy
03.2021 - 10.2021
- Led team of 15 staff members in customer service operations
- Implemented problem-solving strategies for customer concerns
- Coordinated cross-departmental communication to ensure service delivery
- Managed customer feedback and developed service improvement initiatives
- Trained staff in customer service protocols and communication standards
- Reviewed individual performance metrics, offering constructive feedback and coaching to drive continuous improvement.
- Achieved high levels of customer satisfaction with timely problem resolution and effective communication.
- Mentored new hires, providing guidance to ensure their successful integration into the team.
- Conducted regular staff meetings to discuss customer service issues and potential solutions.
Administrative Consultant
Amarok SRL
Trento, Italy
01.2013 - 12.2013
- Implemented cost-saving measures through prudent resource allocation and budget management.
- Oversaw new and renewed self-funded agreements and assisted in contract negotiations.
- Managed customer relationships and provided technical consultancy
- Processed customer orders and coordinated with suppliers
- Handled invoice generation and administrative documentation
- Developed and implemented marketing communication strategies
- Maintained customer database and managed follow-up communications
Sales and Customer Service Manager
Crystal SAS, Riva Del Garda
Riva Del Garda, Italy
03.2010 - 10.2011
- Achieved record sales through effective customer communication and multilingual service
- Managed complete order processing cycle from initial customer contact to delivery
- Utilized inventory management software and POS systems for order processing
- Maintained detailed customer records and handled after-sales support
- Coordinated with suppliers and internal departments to ensure order fulfillment
- Implemented customer feedback to improve product offerings and service delivery
Education
DevOps Certification
IT School
Timișoara, Romania10-2024
Web Design Certification
FORES
Trento, Italy11-2012
Professional Customer Service Certification
Millennium Foundation
Cluj-Napoca 04.2001 -
Skills
Rapid Product Knowledge Acquisition: Demonstrated ability to quickly learn and master complex product details to enhance customer service
Customer Focus: Extensive experience in understanding and meeting diverse client needs
Communication: Excellent multilingual communication skills developed through international client interaction
Strategic Mindset: Proven ability to analyze situations and implement effective solutions
Collaboration: Strong track record of cross-departmental coordination and team collaboration
Adaptability: Successfully managed multiple role transitions and system implementations
Nimble Learning: Proven track record of quickly mastering new products, systems, and procedures
Technical Skills: Proficient in MS Office Suite, various ERP systems, and digital tools
Customer Satisfaction
Client Relationship Building
Accomplishments
- Contributed to achieving Michelin star recognition through exceptional service standards
- Increased sales by implementing effective customer communication strategies
- Successfully managed international client relationships across multiple cultures
- Developed and maintained long-term customer relationships through excellent service
- Implemented process improvements leading to enhanced customer satisfaction
- Received recognition for outstanding customer service performance
CAREER OBJECTIVE
- Seeking a Customer Service Representative position where I can utilize my proven track record of service excellence, multilingual communication skills, and technical abilities to contribute to organizational success while continuing to grow professionally in a dynamic environment.
Timeline
Senior Customer Service Professional
Grand Hotel Fasano *****L, Il Fagiano Restaurant
03.2023 - 10.2023
Customer Service Team Leader
Hotel Savoy Palace****
03.2021 - 10.2021
Administrative Consultant
Amarok SRL
01.2013 - 12.2013
Sales and Customer Service Manager
Crystal SAS, Riva Del Garda
03.2010 - 10.2011
Professional Customer Service Certification
Millennium Foundation
04.2001 -
DevOps Certification
IT School
Web Design Certification
FORES