Uplifting Service is the global service education and consulting company. For over two decades Uplifting Service has worked with many international corporations including Singapore Airlines, Changi Airport, Microsoft, Parkway Health and Xerox to help them gain a sustainable advantage through service. Uplifting Service has also played a key role in transforming Republic of Singapore and today it is a nation distinguished by Excellence and Integrity.Uplifting Service Programs are now available in Romania in both English and Romanian Languages.

Customer Centric Leadership

I was part of an international team appointed by Frankfurt School of Finance and Management and we had the mission to assist the organisation in the process of transformation from Microfinance Institute (MFI Kontakt) to a bank (Lovcen Banka). My responsibilities covered the Human Resources Technical Assistance Area: Support in the development of an HR strategy and job descriptions for all key positions of Bank Lovcen Profiling of all relevant staff in front and back office Support in the development of the recruitment policies and procedures Set-up of a performance measurement and incentive structure scheme in line with the overall strategy of Lovcen Bank Alignment of the HR Strategy with the overall Bank´s strategic plan Ongoing capacity building program for the HR divisionconduct institutional assessment with a focus on existing HR policies and procedures, mapping of key findings and definition of priority areas in the field of HR development and management Support in the ongoing recruitment of vacant or newly created positions, assist in the development of recruitment policies and procedures Assist in the development of a long-term HRM strategy that helps the institution in its sustainable conversion into a bank and in hiring and retaining a satisfied staff Set-up performance measurement and incentive structure scheme in line with the overall objectives and growth strategy of Lovcen Bank, including development of quantitative and qualitative key performance indicators for management, operational staff and non-operational staff Support Lovcen Bank in establishing a training strategy for all existing and newly developed business lines Moderation of strategic workshop to define Vision, Mission, Values and strategic objectives of Lovcen Bank applying the systemic coaching method

I was certified by BMW AG to work with BMW Dealers to implement the Future Retail Project in Romania. I collaborate with BMW Romania, BMW dealers, B-K-P Consulting and EY Germany. My responsibilities includes: Assisting the BMW Romanian dealers (independent entrepreneurs) in service culture transformation and improving Performance Management Health Check Procedure with a focus on Retail Performance Management Training and Coaching in Retail Performance Management Training and coaching in BMW EPoS (Enhanced Point of Sales) Standards Training and coaching in Customer Treatment Consulting for the Product Genius Position (the new role in BMW sales funnel) Coaching the dealers (entrepreneurs for increasing business results)

I was part of the international consultants team contracted by International Development Ireland. My responsibilities included writing procedures, training, project management, need assessment, coaching and consulting in the Human Resources Area: Preparing the Human Resources Procedures for the Ministry of European Integration Preparing the management teams to lead their organizations to EDIS accreditation (Overall Co-ordination, Policy, Programming and Decentralisation Project EDIS stage 2). The intervention had a strong focus on improving HR Management policies and practices for the Regional Development Agencies. Preparing Personal Development Plans for employees

 Incorporate company procedures and policies in operations of business unit. Monitor and review project activities and ensure its completion within scheduled time and budget. Manage business activities focusing on financial and strategic growth of organisation. Create new marketing strategies and monitor QA and QC measures. Build strong relationship with the customers in order to maintain good revenue growth. Create harmonious working environment, train and mentor staff and motivate all team members to perform efficiently. Coordinate with Marketing team to develop and implement operational plans for new product launches Work on requirements provided by senior management whenever required.