Cândea Jürgen

NB1 · Bucharest

Romanian company digitalizing customer support and service operations.

• Lead the customer support function and own the strategy for digitalizing & automating service operations.
• Designed a Zero Call self-service environment on Botpress AI — handles up to 80% of inquiries with HITL fallback.
• Wrote the HLD & LLD for the operating model: customer journeys, intent libraries, escalation and HITL handoff rules.
• Train and tune AI agents on internal knowledge and live conversation data to lift accuracy and FCR.
• Built the support KPI framework — deflection, FCR, CSAT, MHT, SLA — and the leadership reporting cadence.
• Coach and grow the team day to day, focusing on employee experience, transparent metrics and clear progression.

Key projects & systems improvements

• Business flow mapping — created the end-to-end visual diagram for the entire company, linking marketing, lab processing, and manufacturing into one clear process.
• Customer communication — built the automated “How & When” system to contact customers via SMS, WhatsApp, and email at the right point in their journey.
• Support automation — launched a Zero-Call chatbot with a custom menu so customers solve issues themselves (Account, Delivery, Payments) without needing to call.
• Group discounts — designed a referral offer where groups of 10+ people get a 10–20% discount, lifting top-of-funnel sales.
• Daily monitoring — developed “Morning Briefing” dashboards to track shipments and catch SLA breaches before they become customer problems.
• Developer liaison — worked directly with Front-End and Back-End teams to make sure the dashboards and automated flows were built correctly and shipped on time.

LSEG (London Stock Exchange Group) · Bucharest

Global financial markets infrastructure, ~25,000 employees.

• Owned ITSM governance and end-to-end service delivery for products on a global, regulated client base.
• Led a follow-the-sun team running ITSM processes, metrics and performance reviews against internal and customer SLAs.
• Drove process maturity, compliance and quality through targeted training, tooling and operational alignment.
• Operated under strict change-freeze and audit requirements tied to trading-venue and data-platform availability.
• Acted as primary escalation point; ran root cause analysis on major incidents.
• Produced data-driven reports for senior stakeholders, calling out trends and improvement opportunities.

Edenred Digital Center · Bucharest

French-listed leader in employee benefits and prepaid corporate services, 45+ countries.

• Ran change management across EMEA payment and benefits platforms with a structured methodology.
• Coordinated CAB, risk assessment and release calendars across multiple country entities — owned the full EMEA portfolio.
• Carried out impact analyses, change-readiness assessments and stakeholder mapping to plan ahead and reduce resistance.
• Built and delivered the five core change levers: communications, sponsor roadmap, coaching, training, resistance management.
• Coached senior leaders, managers and project teams; integrated change activities directly into project plans.
• Defined success metrics, monitored adoption and reported progress to executive stakeholders.

Infosys Ltd · Bucharest

Global IT services firm, 300,000+ employees, Fortune 500 clients.

• Held combined Change / Release / Problem Manager roles for Infosys Consulting Romania IT, plus Capacity Management.
• Delivered the disciplines inside a global managed-services model under enterprise client governance and KPIs.
• Led structured change adoption: impact analysis, stakeholder management, training enablement, resistance mitigation.
• Managed the change portfolio, tracked issues, evaluated readiness and reported progress at organisational level.

Vodafone Romania · Bucharest

Romanian arm of Vodafone Group, top-tier telecom operator with millions of subscribers.

• Governed all Hosting Change Requests across the IT and telecom estate — intake to closure within SLA.
• Chaired the Customer Advisory Board (CAB): agendas, minutes, approvals for routine and emergency changes.
• Final approver for routine and emergency hosting changes; managed customer freeze periods.
• Coordinated change windows across OSS / BSS and network layers in a regulated telecom environment.
• First-level escalation for queries and incidents; kept Hosting CM mailboxes and ACD lines on top of communication.

Atos IT Solutions and Services A/S · Bucharest

Application management and 2nd-level support for Siemens Teamcenter PLM: incident handling, monitoring (workflows, file conversions, dispatcher and application services), small changes and service requests.

Bitdefender · Bucharest

Romanian-headquartered global cybersecurity vendor.

• Technical support across a globally distributed cybersecurity product line — consumer, SMB, business.
• Centralised customer issues across multiple queues; worked retention through targeted programs.
• Delivered hardware and software technical support, including antivirus and anti-malware advisory.

CGS (Computer Generated Solutions) · Bucharest

Multilingual technical helpdesk and B2B sales support inside a global BPO delivery model — German-speaking environment.