Razvan Mesteriuc

• Effectively prioritising tasks while working in both Support and as Functional Consultant and displaying consistent work ethic
• Engaging in small and medium-sized implementation projects while in constant direct contact with end-users and with focus on areas like Data Migration, Procure-to-Pay process, Analytics and occasional GAPs
• Working on data migration project and delivering on 1-week Go-Live deadline handling Master Data cleansing and import, with 95% budget vs. actual rate
• Training end-users in Administrator best practices as part of above-mentioned data migration project with 100% user satisfaction and 100% follow-up questions clarified
• Engaging with customers on "as required" basis to understand their needs and ensure BRS compliance
• Working on functional project with multiple tasks:

i) Trial Balance CSV file review and import with 1-week under

projected deadline delivery

ii) custom account field creation and related list, coupled with an import of legacy accounts with a 97% budget vs. actual

• Working on functional project to create customised Income Statement report, as per client's template, with 2-day under deadline delivery while staying in constant contact with project manager and customer to ensure BRS compliance and on-time project delivery
• Working on functional project to create customised sales dashboard to contain custom metrics:

i) created 8 custom sales KPIs and underlying searches and

reports

ii) touch-base check-ins with the customer on an "as required" basis to ensure BRS compliance

• Working on implementation project focusing on Procure to Pay process, defining BRS tasks via analysis sessions, defining key concepts for end users while agreeing on potential customisations and working on:

i) custom forms as per customer needs and enabling the use of per-line classifications to serve the business requirements

ii) P2P-related features and accounting preferences

iii) company-wide and user-specific preferences

iv) the SuiteApprovals bundle and related approval rules

• Creating customer saved searches with calculated fields and alerts to serve for audit purposes and ensure improved company overview
• Working on various implementation projects with focus on P2P, R2R, and Data Migration
• Overseeing Master Data import for 5 large customers with multiple import runs of over 10,000 lines each, while cleansing data, ensuring CSV file and setup accuracy, and also troubleshooting to guarantee NetSuite data integrity
• Working on WMS implementation project and overseeing client testing of WMS bundle functionality while working on project-specific GAPs such as item end-of-life workflow and P2P and O2C-specific item filtering
• Working on new subsidiary implementation project from scratch covering areas like accounting period setup, subsidiary-specific document numbering, GL account setup, master data import, and subsidiary-specific advanced PDF templates with 10% under budget and 1-week under deadline achieved
• Over 20 different training sessions with customers both on functional side and at implementation level to ensure BRS integrity and close to 100% end-user adoption (analysis, testing, UAT)
• Working on functional projects with various different functionalities such as: 360-Customer saved search, Home Dashboard sales customisation and Customer Dashboard customisation, Support Case Assignment workflow with 4 different interdependent assignment levels and support groups
• Ensuring 67% project profitability over last 5 large projects between Apr - Jul '24
• Weekly training sessions (as well as ad-hoc, where needed) with assigned mentee, ensuring 2-month ahead of target transition to Support department

• Providing advanced customer support (via email or over phone) to ensure customer issue resolution in efficient fashion
• Acting as intermediary between customer and NetSuite Support, whenever standard functionality is affected
• Reproducing issues with affected users, adding detailed explanations and advice (where needed) to avoid other similar situations
• Creating and applying standardised processes by-the-book to enable company's support model
• Applying integrated company strategies and guidelines
• Proactively booking ad-hoc meetings to replicate and fix issues in order to help clients meet deadlines and to promote customer-centric culture
• Preparing saved CSV templates and running various types of imports (e.g. Trial Balance imports, as part of setup of new customer subsidiary / updating internal customer base via import)
• Customisations to accommodate many of customers' CRM and BI needs, as per redesigned support model:

i) saved searches
ii) reports
iii) workflows
iv) dashboards

• Working in excellent collaboration with Head of Department creating strong department that served as added value to customers, increasing customer interest by at least 15% per year, as per marketing campaign interactions
• Serving as first-line training resource for graduate-level newcomers with 2-month personalised training program (over 2 different editions) to lay foundation for their NetSuite progress, with 100% graduate retention
• Working with a customer base of 150+ customers located in UK, South Africa, Finland and even US
• Offering prompt replies to customer queries, going from agreed 24-hour response time down to less that 2 hours
• Handling up to 10 new customer queries each day, while prioritising and constantly updating customers on issue resolution
• Averaging 3 days in support case closure
• Averaging 3 1/2 hours in initial response time
• Receiving constant customer feedback with quarterly feedback score of 4.9 - 5.0 / 5.0 with 0 complaints
• Increasing customer feedback interaction by up to 20% on per year basis
• Helping department growth with 30% positive employee turnover across 3 years
• Single-handedly managing Support after HoD departure, while retaining 4.9 average feedback score over 6-month period
• Working as sole support consultant and as functional consultant for 8 months, while training in-house resources to take over Support responsibilities

• Offering extremely prompt replies to support queries compared to agreed response times
• Ensuring close tracking of cases and excellent time planning of tickets
• Solving standard NetSuite functionality queries by:

i) asking clear, concise, and relevant questions to understand the issue and avoid time wasting back & forth
ii) following the reproducible steps received from customers to reach the root cause of the issue
iii) offering clear troubleshooting steps, corroborated with concise explanations to ensure customer understands the root cause of the issue
iv) following-up with the customers to ensure issue resolution and client satisfaction

• Offering basic training (via email or on phone) to ensure standard NetSuite functionality is well grasped by customer
• Maximising customer engagement and satisfaction by delivering excellent customer service
• Identifying issues, analysing information and generating solution templates to problems
• Adhering to company values, policies, and promoting them to customers
• Following company-wide and department-specific guidelines
• Working in close quarters with Head of Department to enable Support department to be competitive advantage over other EMEA NetSuite Partners
• Contributed towards being 5* NetSuite Partner two consecutive years

• Proactively contributing towards growing trucking fleet from 3 to 25 company-owned trucks over 3 years
• Managing entire truck and trailer fleet with overview of 25 company-owned trucks and 15 externally contracted trucks
• Monitoring and organising freight transport activity to ensure optimal functioning of truck fleet:

i) hourly GPS monitoring and driver schedule overview
ii) weekly reports review to oversee the integrity of the required documents for the freight transport activity: CMRs, technical revisions, insurances, (RCA, CASCO, CTA), freight transport licenses for European conformity

• Lowering per-truck maintenance cost by 15% over 2-year period by keeping daily record of consumables, as well as proactively booking mandatory and fortuitous truck servicing
• Recruiting and training newcomers and ensuring 100% employee retention
• Managing dispatching team on procedures and legal requirements, while reporting to the General Manager to ensure conformity
• Working with General Manager to create company-wide policies and values while always adhering to them in relation to all stakeholders
• Negotiating 5% and 7.5% contractual rate increase with two separate expedition companies, while maintaining outstanding relationships
• Negotiating price discounts for second-hand trucks and trailers of up to 12% resulting in overall second-hand truck and trailer price reduction of 40.000+ EUR over 4 years
• Proactively engaging with BAAR to ensure successful damage claim from insurance company in insolvency, with claim of 11.000 EUR / 18.000 EUR
• Updating clients on-time with regard to transport duration, order processing status and with prompt reporting of delays when applicable
• Managing delivery schedules by assigning transport routes to staff and organising delivery times while lowering dead times by 12-15% on quarterly basis and lowering delivery times by up to 20% on pick-to-delivery basis
• Planning of most efficient and effective routes for drivers by monitoring traffic reports and reading maps and using trucking apps, sending regular updates to drivers in order to avoid traffic jams
• Passing Transport Manager exam and learning freight transport legislation across most EU countries, while ensuring law conformity
• constant meetings with stakeholders to ensure great partnerships and best possible market rates: Truck Parking Europe, DKV, Shell, MAN Truck & Bus

• Maintaining continuous flow of demands from SME clients, as main responsibility
• Front desk duties and invoicing
• Achieving client satisfaction by transferring information from them to DTP department, keeping it accurate and concise to ensure on-time delivery and qualitative work
• Transitioned from Assistant Manager to Operations Manager

• Member of Marketing Department (OCTNOV 2009)
• Marketing Vice-President (NOVJUN 2010)
• Planning organisation's strategy and training organisation's marketing team
• Planning and delivering Cluj Business Environment project (Mediul de Afaceri):
  * overseeing team of 7 driven professionals
  * organising constant planning meetings to ensure reaching goals and planning objectives to meet deadlines
  * organising large teasing campaign targeting results-driven individuals whose goals aligned with project goal of bringing young professionals and companies face to face to facilitate ease of access to job market for students or future entrepreneurs and access to top talents for top companies in Cluj-Napoca

• Team leader and trainer of newcomers in Finance and Accounting Department
• Responsible of ensuring knowledge transfer to new members
• Executive Committee President for "World Citizenship" project