Adrian Stefan Email & Phone Number

Bucharest, Romania

E-value International, is a Contact Center Services company, member of Deutsche Telekom group, based in Bucharest and follows on the successful track record and proven know-how of over 15 years of experience in BPO.Key responsibilities :Implement outcome-based performance metrics, ensuring team alignment with organizational goals and customer needs.Champion diversity and inclusion, creating an environment where every team member feels valued.Maintain a proactive approach to case management, backlog minimization, and customer satisfaction.Collaborate with cross-functional teams to enhance product adoption and customer success.Define long-term organizational strategic goals, build key customer relationships, identify business opportunities, negotiate and close new business deals and maintain extensive knowledge of current market conditions.Using knowledge of the market and competitors, identify and develop the company’s unique selling propositions and differentiators.Develop a growth strategy focused both on financial gain and customer satisfaction.Building relationships with existing clients in an attempt to increase their current spend.Strategic planning.Proven track record in driving customer satisfaction, operational efficiency, through innovative and proactive strategies.

Bucharest, Romania

Specialties: Account & Channel Management, New Business Development, Consultative Sales, Relationship Development, Contact Centre, Contact Centre Strategy, CRM, WFO, CRQM, Social Media, IVR, SIP, SOA, Hosted Solutions, Carrier Solutions.

Managed remote technical support teams, driving operational efficiency and customer satisfaction.Conducted regular coaching and mentoring sessions, boosting team performance and morale.Led strategic initiatives to enhance service delivery and minimize case backlog.Developed and implemented innovative solutions to complex technical challenges.Ensured accurate tracking of case insights and product usage data.In charge of setting up operations for the Company in Romania. Major responsibilities include the delivery of sales results. Setting and implementing team targets, action plan(s) and forecast(s) to ensure attainment of business goals as well as team revenue. Business planning through resource allocation, territory planning an budget setting.Developing strategies to increase customers & employees retention in Outsourcing area; developing profitable sales channels; embedding effective performance management models to deliver performance through people. Negotiated and implemented outsourcing projects with the first clients of the Company in Romania.Recruited Team Managers, agents and Sales Executives; implemented comprehensive training programme; managed contact centre ‘Go Live’ process; embedded structured processes; and embedded an ongoing culture of excellence. The centre hit budget targets and KPI’s within 3 months of going live and is currently ahead of target.

In charge of developing a new line of business in Romtelecom - Contact Center Outsourcing.http://www.wall-street.ro/articol/IT-C-Tehnologie/106713/Romtelecom-deschide-un-call-center-la-Bacau-si-da-de-lucru-la-300-de-persoane.html

Launching new business operations EDAS 118724 service in Romania. Developing strategies to increase customers & employees retention in Outsourcing area. I had the responsibility of hiring, training and managing the management team of RomInfoLine.Company lacked a coherent business development strategy causing severe cash-flow issues. Engaged as interim Strategy and Development Director to increase turnover and to implement a robust channel sales strategy. Analysed all aspects of sales and marketing operations; identified potential new markets; exited under performing sales staff; recruited and trained sales team; and led client pitches at Board level. Analysed existing channel sales processes; identified target markets; reviewed product pricing; developed effective marketing strategy; and developed profitable local authority market.Negotiated and implemented outsourcing projects with the first clients of RomInfoLine.News links :http://www.zf.ro/zf-24/cum-sa-faci-5-mil-euro-din-informatii-oferite-la-telefon-5500240/http://economie.hotnews.ro/stiri-telecom-6902703-rominfoline-nou-jucator-piata-serviciilor-informatii-telefonice-porneste-baza-300-000-contacte-confirmate.htm

Responsible for strategy development & execution of Blue Point's start-up. Recruited and trained managers, team leaders and agents together with back office support. Developed and implemented processes and performance management modules to guarantee high levels of quality and productivity.

My main responsibilities are: - to develop and implement collection strategies and credit policies to ensure minimum bad debt and involuntary churn within the company' s multimillion customer portfolio; - to manage end-to-end the collection process for debtor accounts from the first collection contacts to the last legal actions; - to manage the relationship with partner collection agencies and participate in the negotiation processes both for outsourcing part of the collection activities and for assignment of receivables; I also play an active role in developing the annual collection budget following from the company's cash flow, bad debt and customer churn targets.Managing request from key accounts customers from my portfolio in order to collect debts applying collection techniques and maintaining the quality standards; Offer payments alternatives using my negotiation skills.

I was responsible of all aspects related to call centre activities and troubleshooting of the Ericsson Contact Centre for Cosmote call centre infoline. (ACD scripts, Daily reports, Real time displays management for Call centre team leaders). CRM and Dialer – it and troubleshooting support. Detached to IFABO, CERF, TIB and sponsorship event DaKino. Promoting Cosmote services and new offers.

Bachelor, Economical International Relations

Activities and Societies: International Affairs “Corporate Social Responsibility”. - World Bank Institute Washington Certificate.

High School, Mathematics

Mathematics and Physics major