Mihail Marcu

Tier2 Specialist | Bucharest, Romania

Professional Overview

Mihail Marcu is an experienced professional with a diverse background in the gaming and hospitality industries. As a Tier2 Specialist at Ezugi, he leverages his deep expertise in customer service, technical support, and process optimization to drive operational excellence and enhance the user experience. Mihail's strong analytical skills, problem-solving abilities, and customer-centric approach enable him to thrive in fast-paced, dynamic environments.

Experience Summary

Current Role

Tier2 Specialist, Ezugi (2021 - Present)

• Responsible for providing advanced technical support and troubleshooting to Ezugi's global client base

• Collaborates closely with cross-functional teams to identify and resolve complex issues, ensuring seamless service delivery

• Develops and implements process improvements to enhance efficiency and customer satisfaction

• Serves as a subject matter expert, sharing knowledge and best practices with junior team members

Chief Executive Officer, Yield Management (2018 - Present)

• Oversees the strategic direction and overall operations of Yield Management, a boutique consulting firm

• Provides data-driven recommendations to clients on optimizing revenue and resource allocation

• Builds and nurtures long-term relationships with key stakeholders and industry partners

Career Progression

Global CS Representative, Ezugi (2020 - 2021)

• Delivered high-quality customer support and technical assistance to Ezugi's international clientele

• Collaborated with the development team to identify and prioritize system enhancements

• Contributed to the implementation of new processes and tools to streamline customer interactions

Local CS Representative, Ezugi (2019 - 2020)
Table Game Dealer, Ezugi (2019 - 2019)

• Gained hands-on experience in the gaming industry, developing a deep understanding of customer needs and preferences

Hotel Manager, Pantheon Hotels (2018 - 2018)

• Managed day-to-day hotel operations, including staffing, inventory management, and guest relations

• Implemented cost-saving measures and process improvements to enhance operational efficiency

Academic Background

Mihail holds a Bachelor's degree in Hospitality Management from the University of Bucharest, where he graduated with distinction.

Areas of Expertise

• Customer service and technical support

• Process optimization and workflow improvement

• Data analysis and performance reporting

• Cross-functional collaboration and team leadership

• Strategic planning and business consulting

Professional Impact

• Played a key role in the development and implementation of Ezugi's new customer support ticketing system, resulting in a 25% reduction in response times

• Spearheaded a project to streamline the onboarding process for new Ezugi clients, improving the overall client experience and reducing setup time by 30%

• Provided strategic guidance and data-driven recommendations to Yield Management clients, helping them achieve an average 18% increase in revenue

Conclusion

With his extensive experience in the gaming and hospitality industries, Mihail Marcu has developed a unique skill set that allows him to excel as a Tier2 Specialist at Ezugi. His unwavering commitment to customer satisfaction, process optimization, and continuous improvement positions him as a valuable asset to his current and future employers.