Ovidiu Costin Neagu
Bucharest,Romania
Summary
With background in customer service and team coordination, I excel in fostering positive client relationships and ensuring smooth operations. My communication skills and problem-solving abilities enable me to address customer concerns efficiently and improve satisfaction levels. I bring a collaborative approach and commitment to enhancing team performance and achieving organisational goals.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Customer Care Manager RO
Eurowag
Bucharest
04.2025 - Current
- Led the CCRO team to achieve Customer Success Team award recognition (Q4 2025).
- Took over the management of WebEye’s Customer Care team and led the integration with Eurowag’s Customer Care team, supporting the merge and migration while reinforcing new ways of working and maintaining a steady delivery rhythm.
- Driving the transition from Customer Care to Customer Success, supporting CCRO and CCROWE during integration of the FMS team with the Mobility team.
- Mobility / Transportation services
Customer Care Team Leader RO
Eurowag
Bucharest
08.2023 - 03.2025
- Led the CCRO team to achieve Customer Success Team award recognition (Q3 2024)
- Increased service efficiency by organising specialised daily activities (calls + tickets/backoffice), raising SLA from ~60% to 90%+ across the Customer Care team.
- Collaborated cross-functionally to resolve recurring customer-impacting issues and enhance escalation handling.
- Standardised ways of working and improved handovers/ownership to reduce operational friction across the team.
- Coached coordinators and supported onboarding/ramp-up to strengthen team capability.
- Mobility / Transportation services
Customer Care Supervisor RO
Eurowag
Bucharest
01.2023 - 07.2023
- Led half of Customer Care team, managing daily delivery and performance follow-up.
- Enhanced team consistency by monitoring performance, identifying risks early, and implementing targeted coaching and reallocations.
- Improved customer outcomes by tightening escalation flow and ensuring high-risk cases were resolved with clear ownership.
- Streamlined communication of priorities and dependencies among stakeholders to improve execution speed.
- Mobility / Transportation services
Senior Customer Care Coordinator RO
Eurowag
Bucharest
04.2022 - 12.2022
- Increased process adherence by reinforcing standards and coaching on the “what good looks like” for ticket handling.
- Improved case quality and resolution speed by owning complex tickets and supporting peers with knowledge sharing.
- Reduced rework by improving documentation and ensuring accurate case data for downstream teams.
- Supported operational stability during changes by quickly adopting new rules and helping others adapt.
- Mobility / Transportation services
Customer Care Coordinator RO
Eurowag
Bucharest
02.2020 - 03.2022
- Took ownership of one of the most profitable and demanding portfolios in the business unit, managing complex cases end-to-end across calls, tickets, and backoffice activities.
- Strengthened service execution through structured follow-ups and clear ownership, helping keep key service parameters on track.
- Partnered closely with two top-performing sales colleagues to align on priorities, unblock exceptions quickly, and protect customer experience across high-impact accounts.
- Improved internal workflows by applying prior field experience to identify recurring friction points and propose practical process updates.
- Mobility / Transportation services
Client Portfolio Manager
DKV Euro Service Romania SRL
Bucharest
11.2017 - 12.2019
- Managed the full client portfolio lifecycle from prospect onboarding and credit application through contract closure.
- Increased turnover through upsell by identifying needs and expanding product adoption within existing customers.
- Partnered with Credit Management to optimize portfolio health (low risk / high gross margin focus).
- Analyzed client profiles periodically to secure collaboration and manage risk.
- Mobility / Fuel card services
Data Entry Operator
InfoCons NGO
Bucharest
07.2015 - 11.2017
- Improved data reliability by validating documents, processing inputs accurately, and maintaining database quality.
- Increased retrieval efficiency by scanning and organizing documents for rapid access and reporting needs.
- Supported continuity by maintaining basic site content and providing technical upkeep for IT equipment.
- Contributed to visibility through social media content updates aligned with organizational needs.
- NGO / Consumer protection
Project Coordinator
InfoCons NGO
Bucharest
02.2016 - 03.2017
- Coordinated TRACORE project activities in Romania, enhancing delivery, training preparation, and stakeholder alignment.
- Delivered training support, including training-for-trainers, and conducted needs analysis to inform program content.
- Produced and adapted training and dissemination materials, including translations, to facilitate adoption and maximise impact.
- Supported valorization and dissemination to ensure outputs were used beyond the project lifecycle.
- NGO / Consumer protection
Customer Service Officer, NN Pensions
WalterServices Romania
Bucharest
11.2014 - 07.2015
- Enhanced customer experience by clarifying pension processes and guiding customers through NN Direct usage.
- Resolved customer requests end-to-end via email/online channels, ensuring data accuracy and compliance.
- Facilitated operational flow by managing high-volume requests with timely responses.
- Reduced errors by accurately registering personal data changes and verifying information quality.
- BPO / Financial services
Backoffice Officer (BCR Alternative Channels)
WalterServices Romania
Bucharest
12.2012 - 09.2012
- Enhanced risk response by managing fraud alerts (Visa/MasterCard) and escalating incidents to minimise potential losses.
- Resolved branch escalations and customer card issues, including urgent lost/stolen/fraud cases, resulting in enhanced customer satisfaction.
- Ensured service continuity by enabling cards and coordinating emergency resolutions under time pressure, contributing to uninterrupted customer access.
- Supported retention and usage through loyalty campaign administration and service support.
- BPO / Banking
Monitoring Operator
UPC Romania
Bucharest
09.2011 - 01.2012
- Enhanced response speed by real-time monitoring of field teams and prioritising urgent/VIP incidents for quicker resolution.
- Supported service reliability by coordinating exceptions and urgent interventions with clear prioritisation.
- Reduced downtime by swiftly addressing atypical situations, ensuring continuous operations.
- Boosted operational visibility through structured end-of-day activity reports, facilitating informed decision-making.
- Telecommunications
Backoffice Agent
Romanian Business Consult SRL
Bucharest
09.2011 - 01.2012
- Strengthened traceability by logging intervention reports in SAP and providing consolidated updates for leadership decision-making.
- Supported operational flow by ensuring accurate and timely handover of centralized information.
- Minimised follow-up churn by ensuring documentation completeness and facilitating easy retrieval for team members.
- Enhanced document control by consistently registering contracts/addenda and maintaining accurate records for better compliance.
- Business services
Education
Certificate of Higher Education - Process Management
ICBCIP Certified BPM Analyst
International Certification Body of Continuous Imp01-2025
Certificate of Higher Education - Leadership
Agile Leadership: Introduction to Change
University of Colorado System01-2025
Bachelor Degree Diploma - Political Science
SNSPA, Faculty of Political Science
Bucharest, Romania07-2019
High School Diploma -
“Constantin Brancoveanu” High School of MAI
Ploiesti, Romania06-2009
Skills
- Customer relationship & success management
- Product knowledge
- Data analysis
- Process optimization
- Performance monitoring
- Risk & Escalation management
- Team leadership
- Cross-functional collaboration
- Effective problem solver
- Creative & critical thinking
- Communication skills
- JIRA
- SAP
- CRM
- MS office proficiency
Languages
Romanian
First Language
English
Advanced
C1
Awards
- Customer Success Team award (CCRO), 2024-10-01, 2025-10-01
- Top Performer: Highest Upsell (DKV), 2019-10-01
Certification
- Business Process Management certified
- AGILE Leadership certified
Timeline
Customer Care Manager RO
Eurowag
04.2025 - Current
Customer Care Team Leader RO
Eurowag
08.2023 - 03.2025
Customer Care Supervisor RO
Eurowag
01.2023 - 07.2023
Senior Customer Care Coordinator RO
Eurowag
04.2022 - 12.2022
Customer Care Coordinator RO
Eurowag
02.2020 - 03.2022
Client Portfolio Manager
DKV Euro Service Romania SRL
11.2017 - 12.2019
Project Coordinator
InfoCons NGO
02.2016 - 03.2017
Data Entry Operator
InfoCons NGO
07.2015 - 11.2017
Customer Service Officer, NN Pensions
WalterServices Romania
11.2014 - 07.2015
Backoffice Officer (BCR Alternative Channels)
WalterServices Romania
12.2012 - 09.2012
Monitoring Operator
UPC Romania
09.2011 - 01.2012
Backoffice Agent
Romanian Business Consult SRL
09.2011 - 01.2012
Certificate of Higher Education - Process Management
ICBCIP Certified BPM Analyst
Certificate of Higher Education - Leadership
Agile Leadership: Introduction to Change
Bachelor Degree Diploma - Political Science
SNSPA, Faculty of Political Science
High School Diploma -
“Constantin Brancoveanu” High School of MAI