Alisa Costea Email & Phone Number

Spain

Spain

UK&I clients' holiday support, on-the-spot incident resolutions, and claims/compensation/reimbursements processing.Relationship building with travel suppliers globally, as well as acting as a liaison between customers and internal departments

United States

Team Leadership: Trained and supervised a team of customer service representatives on a daily bases in providing quality service to customers. (up to 16 FTE). Consistently met customer call guidelines for service levels, handle time, productivity, quality, and satisfaction.Evaluated customer service staff performance and provided constructive feedback in regular coaching sessions. Increased efficiency, quality, and team productivity by promoting operational best practices.Managed schedules, accepted time off requests, and found coverage for short shifts.Coordinated recruitment, onboarding, and invoicing. Trained new personnel regarding company operations, policies, and services in response to customer requests, offering excellent support and tailored recommendations to address needs. Cross-trained existing employees to maximize team agility and performance.Mentoring in team leadership and data analysis. Management: Owner of project-wide data reporting and analysis. First point of contact for all EMEA-based staff, responsible for the entire project in case of contingency (up to 35 FTE). Established open and professional relationships with team members to achieve quick resolutions for various issues.Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates. Sought ways to improve processes and services provided.Provided backup support for organizational leadership.Mentored and guided employees to foster proper completion of assigned duties.Client-facing: Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.Providing inputs and flagging potential issues, then working closely with the client on strategies to positively affect player behavior.Prepared and presented client-facing weekly/monthly business reviews. Collaborated on quarterly business reviews.

Netherlands

Team Leadership: Maximized performance by monitoring daily activities and mentoring team members. (up to 12 FTE)Coordinated recruitment and onboarded new employees with training and new hire documentation. both project-specific and company-wide.Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.Organized engagement activities (team buildings, surveys, gaming sessions, etc). Trained and supervised a team of customer service representatives in providing quality service to customers.Coached new team members on service techniques and provided scoring through a quality assurance program.Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.Resolved product or service problems by clarifying customer complaints, determining the cause of the problem, and selecting the best solution to solve the problem.Management: Accomplished multiple tasks within established timeframes.Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions Conducted regular staff meetings to discuss customer service issues and potential solutions.First point of contact for and working closely with various internal departments (Data, Workforce Management, Payroll, Recruitment, L&D). Preparing various data reports and analyses for internal/external stakeholders. Responsible for the entire project in case of contingency (up to 50 FTE). Coordinated with two other team leads located in different time zones to ensure business continuity and optimal service coverage. Maintained up-to-date knowledge of product and service changes.Client facing: Prepared and presented client-facing weekly business reviews, as well as contributed to monthly and quarterly business reviews. Escalated issues to proper supervisors when standard processes were not effective.Consulted with outside parties to resolve discrepancies and create expert solutions.

United States

Monitored project progress, identified risks, and took corrective action as needed for 3 large Repair center projects in the Middle East.Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules, and conflicts and maintained open communication by presenting regular updates on project status.Supported senior company leaders by delivering reports outlining performance to drive process improvements.Coordinated with cross-functional teams to resolve project issues and mitigate risks.Evaluated current processes to develop improvement plans and reviewed program implementation plans to assess risk and feasibility.Conducted data analysis to identify bottlenecks in the supply chain and develop solutions to optimize operations.Leveraged on-site observation and personal interviews to identify the team and individual strengths.Improved forecasting systems to maintain adequate materials and supplies.Maintained accurate, up-to-date documentation of supply chain processes for reliable reference.

Belgrade

Team management, development, and optimization through coaching, mentoring, performance management, and healthy communication. (up to 25 FTE)Driving specific KPIs, and organizing customer repair coverage through approximately 600 field engineers.Training new hires, perpetual work on team building, creating onboarding documents, and establishing trainings and processes.Conducting performance sessions with each team member, and one-on-one coaching sessions with low performers in order to raise the overall team metrics Identify, facilitate, and implement process upgrades to improve efficiency for both management and employee workload

Serbia

Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business. Offered suggestions and alternatives to provide customers with solutions, boosting customer satisfaction.Followed up on customer interactions to maintain customer communication and successfully close resolved issues.Provided multiple reports for different customers to account teams and managementIdentified and reported trends in customer complaints to improve service and prevent future complaints.Escalated customer issues to management for appropriate action to be taken.Collaborated with other departments to meet customer needs and followed through on all critical interdepartmental escalations to increase customer retention rates.Updated databases to handle customer data.Exhibited high energy and professionalism when dealing with clients and staff.

Serbia

Supervised team of Customer Engineers (CEs) assigned to this position within a particular geographic region or territory to complete work on time and to company standards.Monitored daily progress and work quality to provide guidance and direction to mechanics and installers.Maintained daily and weekly reports for upper management.Scheduled and oversaw maintenance, repair, and installation activities.Identified and escalated to the Team Leader or the Territory Manager, any situation that will cause a work order to exceed the specific contractual response or fix time.Gathered information and recorded data in internal tools.Worked with other Service Coordinators when the movement of engineers across territory boundaries was necessary to fill any skill or resource shortfall.Maintained effective and timely communication with engineers, obtaining regular progress updates for outstanding work orders, and handling all messages that are required to be transmitted to CE’s within the territory.

Serbia

Demonstrated products to show potential customers benefits and advantages and encourage purchasesEvaluated client needs and developed tailored solutions to increase positive customer ratings.Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.