Bianca Toader Email & Phone Number

Bucureşti, România

This role is equivalent with a Process Improvement & Business Process Consultant/Expert, A training and development Expert and a Client Relationship role, all in one: - Providing trainings for the NJs and ensuring the control of the initial production as well as the follow-up for the rise in competency- Monitoring the assimilation of procedures & organizing weekly knowledge refresh workshops for the operational teams- Developing continuous improvement projects and actively participating in process related meetings with the stakeholders-Providing inputs and suggestions for process improvement. - Acting as a trusted advisor, aiming to constantly improve and facilitate existing procedures and way of working.- Providing support for operational teams, act as a single point of contact for the resolution of complex cases and offer guidance on process and procedure interpretation- Participating in meetings with internal partners and various entities to review and clarify all procedural related matters raised by the operational team and developing quality action plans ( with the Team Leads and Quality Teams)- Managing the general knowledge to improve efficiency, productivity and retain critical information within the team- Handling procedural updates and facilitating access to the latest information for all teams- Creating various procedural training materials such as presentations, videos, workshop materials

Bucureşti, România

As the project was on hold from the client's side, I: - actively engaged in process mapping and the development of SOPs for Talent Acquisition processes- participating in KT sessions, where I gathered comprehensive insights to accurately map and assist in documenting the procedures - obtained the Harmony Certification in Process Mapping

Bucureşti, România

-Creating an inspiring team environment with an open communication culture-Daily checks and weekly coachings to drive performance , taking corrective and preventive actions plans to address gaps and maintaining Knowledge levels at optimum-Managing projects and ensuring that deadlines are met by working with other departments to provide materials needed for completion-Overseeing the work of employees to ensure that it meets standards of quality and is completed in a timely manner-Analysing data from past operations to identify trends or opportunities for improvement-Recognise high performance and reward accomplishments-Identifying trainning needs of the team members and defining a career path for them-Maintain highest level of ethical work standards, comply with the client's extensive financial Organisation Policies&Procedures-Initiating and organizing team meetings, huddles, and communicating the plan for the day-Regular interactions with the client for operations updates & identifying new trends-Motivating inspiring and guiding team members -Continued providing assistance to the QA team for the first 3 months

Bucureşti, România

-performing call monitoring and tracking them in tools-providing trend data to management team as well as individual feedback;- using quality data monitoring system to compile and track performance at team and individual level;- coordinating and facilitating weekly call calibration session with the client and other geographies -coach agents in weekly 1on1s and provide relevant data to Team Mangers- designing evaluation programs to improve the overall team performance and reduce agent attrition. -performing weekly CSAT/DSAT analysis-seeking out new knowledge and procedural updates and kepp the team updated in 1to1s and through sending a weekly update newsletter-documenting known errors and developing action plans to reduce repeating mistakes- contributing to the QA team improvement and advancement (9th place site to nr1 site in 6 months since joining the project when the QA team was in hypercare )- active engagement in Onboarding new QA members or Operation agents

Bucureşti, România

-managing procedural tasks during OJT;- supervising and training team members during OJT to sustain a healthy, continuous learning path;- delivering coaching and feedback sessions; workshops;- providing feedback which lead to procedural updates- processing money transfers transactions ( US& International)- processing inbound calls and emails from MoneyGram customers and agents- answering a wide range of inquires- solving customer service issues- properly escalating any issues to specific departments

Bucureşti, România

-Building and maintaining strong, long-lasting customer relationships-Overseeing customer account management, including negotiating contracts and agreements to maximize profit-Promoting and selling company products-Contacting prospects, presenting product features and making appoiments for future sales

Bucureşti, România

Performing for a live audiencePreparing for and attending auditionsLearning lines and rehearsingResearching or undertaking activities to help prepare for a partDiscussing interpretation and delivery with other members of the company and the directorManaging the performance area, costumes and props

Master'S Degree, Management And Business Communication

Theatre

Theater arts, drama, acting and performing

Foreign Languages And Literatures, General

Foreign languages: English, Italian, French