BOGDAN MIHAI ILINCA / CONSULTANT
Bogdan
Mihai Ilinca
Turning customer operations
into intelligent experiences.
I help organizations transform Customer Care and Contact Centers through CX strategy, Total Experience design, and practical AI implementation.
Advisory grounded
in real operations.
I advise organizations on how to design better customer journeys, modernize service operations, and implement AI where it creates measurable value for customers and teams.
My approach connects CX strategy and Total Experience with the realities of Customer Care, Contact Center operations, technology, people, and delivery. It is informed by 17+ years across banking, telecom, digital platforms, and enterprise AI products.
From CX ambition
to working solutions.
Focused consulting for leaders who need to improve customer experience while navigating operational complexity and rapidly evolving AI capabilities.
01CX Strategy & Journey Transformation+
Map end-to-end customer journeys, identify high-impact friction points, and turn CX ambition into a prioritized transformation roadmap.
02Total Experience Advisory+
Connect customer, employee, user, and technology experience into one coherent approach that improves both service quality and operational effectiveness.
03AI for Customer Care+
Identify and implement practical AI use cases for service automation, agent assistance, interaction analytics, and more personalized customer support.
04Contact Center Transformation+
Redesign processes, channels, KPIs, workforce practices, and technology around a modern, efficient, and customer-focused operating model.
05Conversational AI & Voicebots+
Shape voicebot and virtual-assistant use cases, conversation flows, integration requirements, and human handover for reliable self-service experiences.
06AI Product & Implementation Roadmaps+
Move from opportunity discovery to a phased AI roadmap covering priorities, business value, dependencies, governance, and delivery milestones.
07Solution Assessment & Selection+
Evaluate technologies, vendors, architectures, and delivery options against business needs, customer impact, scalability, and operational fit.
08Operating Model & Capacity Planning+
Define roles, governance, workflows, forecasting, and capacity models that enable consistent service performance as demand evolves.
09Change, Adoption & Cross-functional Delivery+
Align business, operations, product, and technology teams while supporting communication, training, adoption, and controlled rollout.
Projects built
at real scale.
Selected enterprise AI and customer-experience initiatives delivered across banking, telecom, and complex service operations.
From customer
operations to AI.
A career built around complex systems, high-volume customer operations, digital transformation, and product innovation.
MEDIATEL DATA / 3 YEARS 4 MONTHS
Product & Innovation Lead
As Product & Innovation Lead for AI-based solutions at Mediatel Data, I am responsible for shaping the product strategy and driving innovation across our AI portfolio.
- Leading the development and evolution of AI-driven products, including conversational AI, voicebots, analytics, and virtual assistants.
- Working closely with R&D, engineering, and commercial teams to ensure the successful launch and scaling of AI-enabled features.
- Exploring and integrating emerging technologies such as LLMs, speech-to-text (ASR), text-to-speech (TTS), and real-time sentiment analysis into enterprise-grade solutions.
- Managing the AI product roadmap and aligning it with customer needs, business goals, and market trends.
- Supporting pre-sales and marketing efforts by providing product expertise and articulating the value AI brings to customer experience and contact center operations.
MEDIATEL DATA
Product Owner
MEDIATEL DATA
Client Success Manager
BCR / 10 YEARS 8 MONTHS
Supervisor — Digital Platforms
BCR
Expert in Digital Platforms
BCR
Contact Center Supervisor
View responsibilities +
- Responsible with the organization, planning, development and coordination of services and processes of the Retail In-house Contact Center (150+ FTE) — Inbound and Outbound.
- Develop and monitor specific Contact Center processes such as Quality, Training, Knowledge Management, Change Management, Technical Incidents Management, Capacity Planning, Reporting and Forecasting.
- Preparing reports and analyzing data to assist management as they determine call center goals.
- Manage over 150k customer interactions per month through voice, video calls, chat, email, and courier.
BCR
Processes Expert — Contact Centers
View responsibilities +
- Responsible for the implementation of new services and optimizing existing services according to customer needs.
- Responsible with technical incident management and business continuity planning and reporting processes.
- Identify deviations from business standards, ensure necessary corrective measures, and make suggestions for improvement.
- Ensures execution and optimization of operational forecast according to changing volume distribution.
- FTE turnover/employment and business requirements together with Contact Center Coordinators.
- Participate in defining business objectives and analyze targeted performance, proposing action plans.
BCR
Senior Support Specialist — Contact Center Retail
Coordinating reporting, analysis, and support processes in the delivery of Contact Center services.
BCR
Card Assistance & Helpdesk Coordinator
View responsibilities +
- Continuously checking technical representatives' achievement of key performance indicators through real-time, daily, and weekly reports.
- Monthly schedule of work based on traffic curves.
- Preparation and analysis of assessments for the coordinated team, including escalated customer dissatisfaction.
- Daily and weekly feedback sessions, skills development, and performance improvement.
TELEKOM ROMANIA / 3 YEARS 8 MONTHS
Assistant Project Manager
TELEKOM ROMANIA
xDSL, Telephony & DTH Team Leader
View responsibilities +
- Operational management of the xDSL Helpdesk team against schedule, KPI, quality, and productivity targets.
- Call monitoring, coaching, and feedback for the operational Helpdesk team.
- Professional solutions and recommendations to support the customer experience.
- Performance, motivation, and leadership for the subordinated team.
- Contact point between Contact Center management, the team, and partner departments.
TELEKOM ROMANIA
Customer Service Representative — xDSL Helpdesk
Built on a strong
technical foundation.
Master's degree — Management of Electronic Systems, Engineering
Universitatea Petrol-Gaze din Ploiesti
Electronics Engineer, Engineering
Universitatea Petrol-Gaze din Ploiesti
Cisco CCNA
Networking fundamentals and infrastructure
Clear answers.
Practical direction.
A concise view of how CX, Total Experience and AI consulting can support complex customer-service operations.
What CX consulting services do you provide?+
I provide advisory for CX strategy, customer journey transformation, Total Experience, Customer Care, Contact Center transformation, conversational AI, AI roadmaps, solution assessment, operating models and cross-functional delivery.
How can AI improve Customer Care and Contact Centers?+
Practical use cases include voicebots, virtual assistants, agent assistance, speech analytics, sentiment analysis, service automation, knowledge support and improved customer-identification journeys.
What is Total Experience consulting?+
Total Experience connects customer, employee, user and technology experience so that service improvements work for both customers and the teams delivering them.
Which organizations can benefit?+
Organizations with complex customer operations, high interaction volumes, Contact Centers, digital-service journeys or a need to assess and implement enterprise AI capabilities.
How does an engagement begin?+
We start by clarifying the business challenge, customer and operational context, current capabilities and desired outcomes. From there, we define priorities and a practical roadmap for delivery.