Septimiu Dan Furdui
Miami
Summary
Experienced manager with a strong sense of accountability for meeting deadlines. Thrives in team environments, excelling in problem-solving and taking a proactive approach to challenges. Results-driven and committed to delivering high-quality outcomes for success.
Overview
10
10
years of professional experience
Work History
Service Delivery Manager
Stefanini NA
12.2022 - Current
- Managing a combined team of 31 team members divided intro a 23 member SD team and a 8 member Deskside technician team, supporting 7 clients all over USA.
- Maintained proper staffing levels to guarantee timely and accurate deliveries.
- Coordinated with cross-functional teams to resolve project issues and mitigate risks.
- Provided detailed project status updates to stakeholders and executive management.
- Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times.
- Contributed to internal and external account reviews.
- Cultivated effective and positive working relationships with lucrative clients through onboarding, initial training and ongoing support.
- Advised clients on methods, technologies, process improvements and training that would increase overall business potential.
- Attended staff and client meetings and served as liaison to manage operations for account.
- Evaluated personnel workloads to support capacity planning, adjusting service call scheduling according to available staff.
- Created scripts that monitor agent activity, agent staffing and SNOW ticket statuses
Emea Deskside Senior Team Lead
Stefanini
07.2022 - 12.2022
- To be promoted to Senior TL based on project results and best practice improvements starting 1st of July
- Currently in charge of five projects with interdepartmental impact in order to improve work efficiency and time spent on daily/weekly/tasks tasks
- Reduced overall workload by 25% in the past year
Emea Deskside Team Lead (ICT)
Stefanini
04.2020 - 06.2022
- Managing 5 EMEA locations (Bucharest, Sibiu, Chisinau, Krakow and Brussels) with eight agents (five deskside technicians, one ICT Back-office agent, one Junior DevOps)
- Allocating resources and delegating tasks based on individual competences and business needs
- Continuously improving all processes involving Asset Management
- Supervised and managed the EMEA Asset Management update/cleanup for all items including inventory and storage clean up
- Created a bridge between IT and Finance to calibrate on all assets and to finalize the Donation and Action House process
- Supervised and managed the creation and completion of the Donation Process
- In the process of creating and completing the Stefanini Action House (eBay type platform) for SH assets to be sold to employees
- Created/updated procedures to ensure timely communication and task management
- Ensuring alignment of procedures and policies between deskside teams in different regions (US/APAC)
- Ensuring correct implementation of all procedural updates
Service Desk Team Lead (ITO – Pharma)
Stefanini
11.2018 - 03.2020
- Ensured all the contractual agreed SLAs and KPIs are met
- Analyzed results based on each SLA and KPI
- Prepared weekly/monthly reports for upper management
- Attended calibrations and weekly performance reviews
- Responsible for the daily operation of the projects
- Evaluated performance and developing team members through feedback, coaching and mentoring sessions
- Coordinated with the recruitment and training team to ensure a clear line of communication and setting expectations
- Ensured correct implementation of all procedural updates
- Managed a team of 22 agents divided into two sites: Bucharest and Chisinau. handling two languages, inbound and outbound Help Desk functions.
- Involved with cross project internal audits
CS Supervisor
vidaXL
01.2017 - 12.2017
- Managed a team of 40 people divided into 4 teams and 2 programs in charge of inbound and outbound front-office operations.
- Coordinated the recruitment process and with the training team to ensure a clear line of communication and expectations setting.
- Drove a career path for continuous growth and retention that lead to the promotion of several management and senior roles.
- Transitioned the quality team from Venray to Bucharest for the German team
- Identified, mentored and promoted a Team Lead and a Quality Analyst
- Promoted to CS Supervisor (07/2017 - 12/2017):
- Managed a team of 4 area managers with a total of 130+ agents located in 2 sites (Bucuresti and Cluj), functions include Pre-sales, Post-sales, Customer Support and Quality.
- Lead the implementation of more than 10 initiatives aiming to standardize day-to-day operations and reporting while maintaining focus on improving the global organizational culture.
- Coordinated with the Marketing team and the STL to ensure all social media channels are up to date and in target.
- Developed and maintained a scorecard containing an objective overview of both global and regional performance.
- Monthly visits to our office in Cluj and our Head Office in Venray (NL)
- Monthly meetings with the Global Manager, CEO, Lead Trainer and Lead Quality to ensure calibration
- Managed the calibration between the Marketing Lead (on site) and the WFM team (Venray) to ensure that the staffing requirements are met
Regulatory and Compliance Team Lead (Fin/Credits)
CGS - DFS
03.2015 - 01.2017
- Managed a Regulatory and Compliance team of 16 agents and a QA that handle a number of audits regarding processes which are handled by Dell employs and other vendor sites
- Other activities include: planning strategies, cross- training, individual development plans
- Upper-level procedures approvals, escalations.
- Managed the transition of 8 processes from the Indian site to my team in the first 3 months
- And another 4 after the first year
- Biweekly status presentation to local and offshore managers
- Managed and updated procedures in correlation with the US laws and company policy
Education
BBA - Finance And Banking
Universitatea Lucian Blaga - Sibiu
07.2009
Skills
- Methodical problem solving
- Proven leadership experience
- Results-oriented
- Workflow optimization
- Experienced in Power BI
- Optimized resource distribution
- Client relationships
- Work flow planning
Languages
Romanian - Very Good
English - Very Good
Timeline
Service Delivery Manager
Stefanini NA
12.2022 - Current
Emea Deskside Senior Team Lead
Stefanini
07.2022 - 12.2022
Emea Deskside Team Lead (ICT)
Stefanini
04.2020 - 06.2022
Service Desk Team Lead (ITO – Pharma)
Stefanini
11.2018 - 03.2020
CS Supervisor
vidaXL
01.2017 - 12.2017
Regulatory and Compliance Team Lead (Fin/Credits)
CGS - DFS
03.2015 - 01.2017
BBA - Finance And Banking
Universitatea Lucian Blaga - Sibiu
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