Mihai Untu

Customer Support and Operations professional with 6+ years of experience across customer service, e-commerce, digital platforms and remote operations. Experienced in account, subscription and billing support, technical troubleshooting, escalations, community interactions and cross-functional collaboration.

Former Operations Team

Lead with hands-on experience in KPI reporting, quality control, coaching and workflow management.

Advanced

English speaker with extensive experience supporting US and international customers.

Community Support at Creative Fabrica (2025-03 – 2026-08)

• Provided customer support for account, subscription, billing and platform-related inquiries.
• Troubleshot technical issues involving the platform and digital/design products and guided customers toward effective resolutions.
• Managed community interactions, de-escalated customer concerns and escalated complex cases when needed.
• Collaborated with internal teams to resolve customer issues and improve the overall customer experience.

Graphic Designer - Freelance at Self-employed (2023-08 – Present)

• Create custom visual designs, branding materials, digital artwork and print-ready graphics for clients and independent projects.
• Manage the full client workflow from requirements and concept development through feedback, revisions and final delivery.
• Work independently while maintaining quality standards and meeting project deadlines.

Operations Leader at HKR Media (2020-08 – 2023-06)

• Oversaw day-to-day operations of content curation teams supporting a large digital/e-commerce environment.
• Monitored team performance, quality and operational KPIs using reporting tools and dashboards.
• Provided coaching, feedback and quality reviews while supporting team accountability and performance improvement.
• Coordinated workflows and projects using Asana and Atlassian Confluence and supported the client's content-quality strategy.

Content Curator at HKR Media (2019-10 – 2020-07)

• Reviewed and curated e-commerce content to ensure compliance with platform policies and quality standards.
• Used data tracking, investigation and content-review skills to identify inappropriate or low-quality submissions.

Public Relations Specialist / Customer Support at HKR Media (2019-02 – 2019-10)

• Supported customers of an online print-on-demand platform through Zendesk.
• Resolved inquiries involving order status, shipment tracking and damaged-order cases.
• Applied practical print-on-demand and e-commerce knowledge to customer-facing problem solving.

Customer Service Representative at Teleperformance (2018-10 – 2019-01)

• Supported customers of a major US telecommunications company by phone.
• Handled inquiries regarding services, billing, contracts and new-device orders.
• Worked efficiently in a high-volume environment using Zendesk and Avaya.

Senior eChat Specialist at Teleperformance (2017-05 – 2018-10)

• Supported international and business customers of a US telecommunications company through live chat.
• Resolved service, coverage, contract and billing inquiries while managing multiple customer conversations.
• Assisted new hires and supported team operations as a Senior Specialist.
• Developed strong multitasking, prioritization, software-navigation and written customer communication skills.

Customer Service Representative at Teleperformance (2016-10 – 2017-05)

• Assisted customers of a Romanian energy company with billing, contract and technical inquiries by phone.
• Used empathy, active listening and clear communication to resolve customer concerns.
• Introduced relevant maintenance and care packages when appropriate.

High School / Vocational School in Industrial Chemistry – Colegiul Tehnic Lazar Edeleanu (2012 – 2016)