Andra Dima Email & Phone Number

- Monitoring performance indicators for the customer support team for which I am responsible. Propose and implement performance improvement actions for this team.- Ensuring quality control actions for the technical support team(s)/ customer care team(s) for which I'm responsible.- Creating materials and delivering them to the customer support team in the form of flowchart/workshop/training- I collaborate with the Partnership Manager to assimilate, implement, and improve policies and procedures within the Support teams- I work closely with other Support & Services managers to improve the quality of customer interactions- I collaborate with Customer Care teams to measure and report on the quality of customer interactions and develop specific materials to improve external services- I collaborate with the Commercial Knowledge Expert & Technical Knowledge Expert to improve and enhance the skills and competencies of the team members I coordinate.

- Monitoring performance indicators for the customer support team for which I am responsible and proposing actions to improve performance at this team level- Collaborating with the Partnership Manager - Consumer Customer Care to assimilate, implement and improve policies and procedures within the Support teams, with a focus on my team, local and global so that the objectives of the Consumer Customer Care department are met- Collaborating with Support & Services managers to improve the quality of customer interactions- Collaborating with Customer Care teams to measure and report on the quality of customer interactions and develop new materials- Providing assistance to customers who give NFB in satisfaction surveys, providing assistance according to the response time target- Engaging in a direct resolution of customer queries to keep up to date with the details of the support processes and to assess the correctness of the solutions provided- Run reports according to procedures to external partners and other stakeholders, and take necessary actions in order to increase the accuracy/quality/relevance of the data in the reports according to departmental requirements and run any other necessary reports within the context of the tasks and requirements- Identify training needs and organize sessions/presentations to achieve quality standards within external partner teams- Develop, recommend, and monitor corrective, or improvement actions- Documenting internal audits and other activities to ensure compliance with indicators- Transmitting to external partners information about working procedures, exceptional situations, and how they should be handled in order to minimize the impact- Evaluating the Support representatives, following this evaluation presenting a monthly report of conclusions and proposals for improvement, which is discussed in regular meetings with the team managers

Romania

- Offer assistance to Bitdefender customers via telephone and chat (primarily)backed up by email and remote assistance, in order to ensure the Bitdefender business objectives, 24 hours a day, 7 days a week;- Promote Bitdefender services portfolio to customers in order to reach the allocated sales quota.- Ensured all established KPIs are reached, eg : phone and chat availability, customer experience index, sales quota- Recording and sharing any customer feedback with the other teams involved;- Acquiring complete information in order to escalate complex issues to the upper tiers;- Build, assimilate, implement, audit, and suggest improvement on working procedures;

- Providing support to the sales team through feedback on the work done, training, and coaching- Verifying correct records in specific applications used by agents- Monthly evaluation of the results of subordinate agents- Daily monitoring of the activity-Organizing teams by ensuring the presence of subordinate agents-Handling complex calls/situations from agents-Drafting daily reports-Managing the team in terms of staff retention, encouraging performance and creativity; Involvement in the professional development of subordinate agents-Involvement in recruitment by directly interviewing and conducting role plays with candidates-Identifying exceptional situations in the running of services and proposing actions to deal with them-Efficient horizontal communication with support departments;-Managing several activities at the same time - multitasking

- Monthly evaluation of each team member and delivering monthly and bi-monthly feedback sessions- Organising friendly coaching sessions with underperforming agents- Providing support to customer care agents during their calls- Organising training sessions and working closely with agents with low soft skills- Keeping the quality KPIs in the target- Organising and supporting training sessions with newly hired consultants- Producing daily/weekly/monthly reports- Analysis on low performing resolutions and developing improvement

- Handling incoming calls and providing customers with technical assistance related to mobile phone menu settings: internet connection, MMS, SMS etc.- Providing account information on Prepaid customer- Offering consultancy on the company's offers for the Prepaid segment

The project consists in contacting potential customers in the UK market, collecting several needed information about the parcel shipment need, and scheduling meetings with a regional sales agent from the courier company.A project-based collaboration implying the usage of somewhat advanced English skills

- Handling incoming calls from customers- Providing information on the services owned by the users-> billing information, contract details- Proactively promoting the services provided by the company-> telephony, cable and internet