Andrei M.
Product Manager


8+ years experience

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Apr 2018


Fuelplus Group

Feb 2013

Product Manager / Service Desk Analyst

- Gain a deep understanding of customer experience, identify and fill product gaps and generate new ideas that grow market share, improve customer experience and drive growth
    - Create buy-in for the product vision both internally and with key external partners
    - Develop product positioning strategies
    - Handle direct customer communication and on site meetings in various countries
    - Facilitate and manage Business requirement analysis and feature discussions
    - Ensure constant customer communication and follow-up for project implementation
    - Ensure correct system setup and requirement delivery as per customer spe...
    - User support and customer service.
    - Create specific documentation for clientele
    - Provide application work instructions for customers and service desk team members
    - Handle customer online meetings and workshops
    - Handle on site customer workshops
    - Provide both internal and external product training for customers and new service desk members
    - Provide technical assistance to customers
    - Provide clarifications to customers through e-mail and phone
    - Become familiar with each client and their respective applications.
    - Learn fundamental operations of used software and hardware
    - Follow standard Service Desk operating procedures; accurately log all Service Desk tickets using the defined tracking software
    - Become familiar with help-desk policies and services
    - Become familiar with the Systems, Network, Database Engineers, programmers, developers, and each team in the IT Department

Vodafone Romania

Sep 2011 - Jan 2013

Data consultant

1st level Email Support for Data Services provided by Vodafone Romania including

    - Broadband services,
    - Web hosting,
    - Blackberry,
    - Terminal Configuration,
    - Application support and others.
    Job duties:

    - maintain excellent knowledge of the companies portfolio of products and services in order to
    understand customers’ needs
    - respond to incoming requests for cancellation of services and persuade customers to remain with the company.
    - proactively contact customers who are identified as at risk of cancellation and
    ensure that every opportunity to retain these customers is investigated.
    - identify opportunities to turn dissatisfied customers into happy customers.
    - document customer outcomes to add to the companies knowledge of reasons why customers
    choose to cancel their services.
    - identify new business practices that could be introduced or suggest modifications
    to existing practices that could reduce the risk of customer cancellation.
    - report regularly to team leader on all activities relating to the role.

Computer Generated Solutions

Apr 2008 - Oct 2008

Customer Service Representative

Job duties:

- Attract potential customers by answering product and service questions;
- Maintain customer records by updating account information.
- Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
- Recommend potential products or services by collecting customer information and analyzing customer needs.
- Prepare product or service reports by collecting and analyzing customer information.
- Contribute to team effort by accomplishing related results as needed.


Apr 2008 - Oct 2008


Business Analysis Foundations: Business Process Modeling
Product Management: Building a Product Roadmap
Business Analytics for Decision Making
Communicating Business Analytics Results
Predictive Modeling and Analytics
Introduction to Data Analytics for Business


Apr 2008 - Oct 2008


BEST Brasov

nov. 2005 – aug. 2010 Member

Local NGO that is involved in personal development for students trough open events like:
-Engineering competitions
-Film festivals
-Job fairs
-Season courses focused on knowledge transfer between European students
BEST Brasov

sept. 2009 – iun. 2010 Local job fair coordinator

Local job fair
Blue Streamline

ian. 2010 – iun. 2010  Sales and colaboration responsible

Racing team of "Transilvania" University of Brasov
BEST Brasov

iul. 2008 – iul. 2009 Vice president and HR coordinator

Member of the main decision holder on the local BEST group.

Specific responsibilities included:

- developing a recruitment strategy for the local BEST group
- determining the local group training necessities
- new member induction
- developing a mentorship system
- managing human resources of the Local BEST group
BEST Brasov

mar. 2007 poziţie  train-shop co-main organiser

International train-shop on Project management. Co-organized with Teodor Gheorgheasa.


Apr 2008 - Oct 2008


Customer Success Manager 101: Foundations to your CSM career
Product Management - Business to Business
Sisense Dashboard Designer
Sisense Data Modeler
The Complete SQL bootcamp


SQL quiz beginner level
Business Analysis quiz

Spoken languages

ENGLISH: Advanced

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