Bogdan Andrei Nastasescu

Set up end-to-end startup operations, including billing configuration and vendor negotiations with EuPlatesc, Netopia, PayPal and Stripe. Designed and implemented membership plans (monthly/yearly), invoicing processes and payment tracking to ensure on-time collections. Created training materials and a centralized knowledge base for brand assets, SOPs and best practices. Acted as main technical point of contact, providing real-time troubleshooting during live and online events. Organized and delivered the first in-person franchise event, managing venue selection, logistics and on-site execution.

Led warranty operations and later added Customer Support Returns for a 25+ associate team. Managed daily briefs, task planning, quality checks, and SOP updates to improve processes. Conducted regular one-on-ones and reviews to support team growth. Used data to identify improvements and boost warranty and returns efficiency. Trained in Generative AI (beginner) and started learning Robotic Process Automation (RPA). Reported weekly/monthly performance trends to senior leaders. Led an automation project using AI and macros to streamline routine tasks.

Led Warranty and Product Returns operations with 30+ direct reports across EMEA, transforming performance from average 1–2/5 to sustained 5/5 KPIs within 12 months. Eliminated recurring client penalties (~$200K/year) through process redesign, root-cause analysis and targeted training; achieved zero penalties in final year. Partnered with Reporting and Automation teams to design RPAs and Excel macros, reducing manual workload and improving accuracy and SLA adherence. Owned SOP creation, updates and governance across multiple subsidiaries, ensuring compliance with HQ standards and regional regulations. Produced daily, weekly and monthly performance dashboards for senior leadership, including risk flags and workload forecasts. Served as primary AI Trainer for Customer Service teams, delivering Generative AI, Agentic AI and Ethical AI training to accelerate adoption and responsible use.