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Work Background
IDEMIAKey Account Manager - Payment Services
Oct. 2020Bucharest, RomaniaMy experience in this role covers key account management, customer support, and project management, where I have consistently delivered results through strong relationship building, proactive problem-solving, and effective project execution. Functional Areas:
Customer Support & Service Delivery
Contract & Documentation Coordination
Project Implementation • Acted as the main liaison for key clients in the payment services sector, overseeing the aspects of customer relationship management, contract coordination, and service delivery.
• Collaborated with cross-functional teams including legal, commercial, and technical departments to support contract execution and ensure compliance with service terms.
• Supported project implementation for key accounts, coordinating timelines, deliverables, and internal documentation to ensure successful execution and client satisfaction.
• Monitored and managed key account contract lifecycles, including renewals, amendments, and addendums, in alignment with internal procedures and customer expectations.
• Provided structured reporting and documentation to clients regarding service execution, performance KPIs, and contract milestones.
• Assisted in the creation and submission of client documentation, including service proposals and post-delivery support documents.
• Ensured accurate communication and documentation flow between clients and internal departments, contributing to transparent contract handling and issue resolution.
• Participated in pricing and offering discussions for new or additional services, supporting the preparation of relevant commercial documentation.
• Maintained organized archives of customer contracts and correspondence, in line with internal data retention and compliance requirements.
IDEMIACustomer Success Manager - Connectivity Domain
Jan. 2019 - Oct. 2020Bucharest, Romania• Proactively managed and resolved customer incidents using Jira, ensuring compliance with agreed response times and thorough incident analysis.
• Coordinated necessary resources for efficient troubleshooting and escalated major incidents to ensure swift resolution.
• Oversaw change management processes on platforms, working closely with customers to ensure seamless transitions and minimal disruptions.
• Monitored and reported on SLA compliance and contractual KPIs to customers, utilizing Confluence and Jira for accurate and detailed reports.
• Led operations steering committees with customers, fostering strong relationships and ensuring alignment with their business objectives.
• Implemented continuous improvement processes in collaboration with IDEMIA’s IT, R&D, and Delivery teams, enhancing monitoring and operating procedures and tools to prevent incidents.
• Provided comprehensive internal reports on support and maintenance activities, ensuring transparency and facilitating informed decision-making.
IDEMIACustomer Service Executive SEE & Switzerland
Sep. 2015 - Jan. 2019Bucharest, Romania• Efficiently processed customer requests, including purchase orders, change requests, artwork origination, and product specification updates, ensuring timely and accurate delivery.
• Managed logistics and administrative activities for the delivery of company products from the production center to mobile network operators, ensuring smooth operations and on-time deliveries.
• Oversaw the customs clearance process for Oberthur products, ensuring compliance with regulations and timely delivery.
• Built and maintained strong relationships with the Procurement and Logistics Departments of existing and potential customers in South East Europe and Switzerland, enhancing customer satisfaction and loyalty.
• Developed and nurtured positive relationships with internal teams and external subcontractors to ensure seamless coordination and support.
• Regularly updated forecasts and monitored service level agreements (SLAs) to ensure targets were met and exceeded.
• Prepared and presented comprehensive reports to management on stocks, sales, and performance metrics on a weekly, monthly, quarterly, and yearly basis, providing actionable insights for strategic decisions.
• Assisted in pre-sales activities and new customer acquisition from a logistics perspective, preparing competitive price offers based on information provided by Central Sales Support or local sales teams.
Oberthur TechnologiesSales Support CSEE, Turkey & Italy
Jan. 2010 - Mar. 2014Bucharest, Romania• Synthesized and highlighted key regional events for monthly management meetings, ensuring that the most important developments and trends were effectively communicated to senior leadership.
• Regularly updated sales forecasts to align with management requirements, ensuring accurate projections and enabling proactive planning.
• Proactively followed up on problematic orders and collaborated with regional customer service teams to identify and implement optimal solutions, improving overall service efficiency and customer satisfaction.
Oberthur TechnologiesCustomer Management Specialist SEE & Italy
Aug. 2008 - Mar. 2014Bucharest, Romania• Managed and processed a wide range of customer requests, including purchase orders, change requests, artwork origination, and product specification updates, ensuring accuracy and timeliness.
• Coordinated logistics and administrative activities related to the delivery of the company’s products from the production center to mobile network operators, ensuring smooth and timely deliveries.
• Oversaw the customs clearance process for Oberthur products, ensuring compliance with regulations and timely delivery to customers.
• Developed and maintained strong relationships with the Procurement and Logistics Departments of existing and potential customers in South East Europe, enhancing customer satisfaction and loyalty.
• Managed order processing on behalf of Oberthur Technologies Italy, ensuring efficient handling and fulfillment of orders.
• Fostered positive relationships with internal customers and external suppliers, promoting collaboration and effective communication to support business operations.
Top Brands Distribution RomaniaProcurement Coordinator
Jun. 2007 - Jul. 2008Bucharest, Romania• Efficiently ordered Philip Morris products for Top Brands Distribution (TBD), ensuring optimal stock levels were maintained in line with sales constraints and demand forecasts.
• Monitored and controlled stock levels, including the management of promotions, new product introductions, and obsolete inventory, ensuring stock availability and minimizing waste.
• Conducted ad-hoc studies and sales forecast analyses to identify trends and seasonality, providing actionable insights to support procurement decisions and optimize stock levels.
• Maintained stock levels as per agreed targets, ensuring timely replenishment of TBD sites to support continuous operations and meet customer demands.
• Provided regular updates and reports to management on inventory status, sales performance, and stock replenishment needs, aiding in strategic planning and decision-making.
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