Calin Sebastian Muntean Email & Phone Number

Building operational excellency for our international clients and growing an new industry standard in delivering BPO services

International

Helping customers achieve service delivery excellency through outsourcing and process standardization.

Bucharest

Driving customer experience to excellency by aligning internal company processes towards maximizing all customer touch points.Designing and implementing internal and external policies to reduce experience hurdles and drive memorable service.Polarize internal communication towards tangible results that drive recurrent sales and positive client feedback.

London, Uk, Targu-Mures And Cluj, Romania;

I was fully accountable for all strategic and operational aspects of a busy and dynamic international contact centre, including recruiting, leading, developing and training the team and dealing with budgetary control and reportingI was responsible for organising and achieving demanding KPI’s and sales targets and providing exceptional levels of customer care to ensure first class customer satisfaction Some of my key achievements:• Successfully increased sales growth by 25% to an annual record of £2.5M and drove the Romanian operation towards a centre of excellence to support the organisation’s worldwide travel market expansion• Played a pivotal role in reorganising the team and improving processes and procedures to effectively support new client structure, including successful implementation of key account management• Established and managed a long-term employee development programme, implemented an integrated incentive scheme and defined and championed a succession planning process• Contributed directly to the significant enhancement of the company’s reputation within the online travel market for best in class customer service• Personally responsible for the design and execution of a tailored 6 month training plan to enhance commercial acumen and improve customer care techniques for advisers and team leaders/supervisors

Tirgu-Mures, Romania

I was directly responsible for coordinating front and back office strategic and operational activities, demonstrating superior communication capabilities to manage the smooth flow and effective transfer of internal informationI drove improvements to service, quality and efficiency through continuous assessment of existing processes and procedures, keeping up to date and identifying and implementing new technologies as appropriateSome of my key achievements• Spearheaded sales and customer care operations centralisation from regional client centres• Attracted talented professionals to join the business and create a new and highly effective HQ Business and Residential sales team• Proactively enhanced business information workflow by successfully introducing business process management (BPM) techniques, working in close collaboration with IT business partners• Introduced efficiencies to streamline processes and reduce costs, including establishing a single point of contact for customers regarding energy supply enquiries

Tirgu-Mures, Romania

My key achievements in this role:• Successfully managed customer care during the challenging transition from state-owned monopoly to privately owned company, including building, developing and leading a team of over 40 staff, within a highly competitive and constantly evolving market• Contributed directly to the design and establishment of strategic commercial and risk mitigation plans for the business• Implemented a significantly improved and updated customer care channel following comprehensive research into the market• Proactively set up and implemented operational policies, procedures and processes in line with business objectives

Tirgu-Mures, Romania

My key achievements in this role:• Successfully project managed the inaugural Vodafone store in Tg-Mures, significantly increasing market share growth from 8% to 13% during the store’s first year of trading, despite highly competitive market conditions• Project managing and leading on the opening of a further three stores located in other counties, developing and growing the retail businesses by successfully replicating initial store trading and performance levels • Driving recruitment, staff training and development of a team of professional sales representatives and achieving consistent levels of service excellence

Tirgu-Mures, Romania

I have coordinated the Regional Center’s business activity in 3 counties. Sales, customer care and training responsibilities.Challenge:To grow client database and extend portfolio of company services in the area.Accomplishments: I have established important partnerships with large accounts and grew company business revenue in he area with 25% within one year.

Transylvania Area

I have administrated the company’s business in Mures County, secured sales (e.g. Unilever) and client Business English training in the region.

Harwell, Oxford, Uk

Socrates Fellow (Aug. 2001- May.2002) - Visiting teacher - Harwell Primary School, Oxfordshire, UK

Professional Certificate In Management, Business Administration And Management, General

Bsc, English & History

Activities and Societies: President of the Medieval History Club