Catalin Munteanu

Manage and optimize Zendesk as both System Admin and Product Owner, overseeing configuration, workflows, integrations, triggers, automations and reporting.

Act as liaison between business teams and IT, gathering requirements, implementing scalable solutions, and driving adoption to improve Customer Support efficiency and experience.

Responsibilities in this role included handling customer Subscription management requests through Zendesk while maintaining departmental KPIs, reducing backlog, and maintaining a high customer satisfaction.

Training new colleagues on subscription-related cases and Zendesk processes.

Drafted and negotiated supplier contracts across Scandinavia, Finland, the Baltics, Iceland, and Poland, covering hotels, transport, attractions, and restaurants.

Led tenders, pricing negotiations, and represented the company at major travel markets to strengthen partnerships and secure new opportunities.

Advised internal teams on contracting matters and identified ways to improve business performance and supplier relations.

Managed daily customer and supplier communication, delivering tailored tour programs across the Nordics, Baltics, and Iceland. Negotiated rates and contracts, supported sales and client outreach, and researched new destinations to expand business opportunities.

Led team to success through strategic planning, communication, and feedback management. Oversaw treasury and cash balances, ensured compliance in daily transactions, and handled customer orders, complaints and feedback.

Delivered excellent customer service by identifying and adapting to client needs. Trained new representatives on procedures, ensured compliance, and managed exchange transactions with accurate legal documentation.

Handled late check-ins, guest requests, and night audit tasks while ensuring safety and smooth hotel operations overnight. Monitored reservations, processed payments, and maintained high service standards during night shifts.