Claudiu Bodea Email & Phone Number

Bucharest, Romania

Roseland, New Jersey, Us

Accountable for the global service operations of Celergo Streamline, part of ADP Global Payroll for the EMEA RegionAccountable for the German Operations CoE teams: Service and Implementation

Roseland, New Jersey, Us

Leadership role that provides leadership and direction through managers and directors. Responsible to set up strategy, business priorities, objectives, and initiatives for iHCM organization. Drives delivery of global and local transformation projects and continuous improvement strategy and activities and is a direct support for the iHCM General Manager, part of the iHCM Senior Leadership Team.Primary accountability for the performance and results in iHCM overall business readiness and continuous improvement strategy. Provides leadership and direction through directors and managers (or professional equivalents). Executes functional business plans and will contribute to the development of the iHCM business strategy. Decisions are guided by iHCM strategy and priorities. Consistently operates with ambiguity. Engages with and builds excellent relations with both senior level business stakeholders inside and outside of ADP, including the management of client escalations when necessary.Has primary accountability for the performance and results of a teams within the discipline of payroll delivery, associated outsourcing services and implementation.

Roseland, New Jersey, Us

Main responsibilities in this role:Creating, maintain and optimize the BPI learning tools whilst also instructing and mentoring BPIPractitioners.Lead any assigned strategic projects which may require management of stakeholders in multiplecountries / regions.This role has high visibility with executive management, being part of the country Senior LeadershipTeam and requires mature leadership skills as well as strong change management skills.Leading assigned projects or initiatives as agreed with the country general manager and seniorleadership team.Driving bottom up culture of improvement through the organization of BPI training, raising awarenessthrough BPI Days and improving the traffic through our BPI Community work space.Facilitation of improvement workshops.Local execution of governance systems.Establish andmaintain a structured approach for sharing success.Communication of central and locally driven BPIand Process Automation activities.Consultant for any issues the Service Delivery team might have,enabling them to best use either the technology of BPI tools. Responsible for the leadership of theRPA, IBM BPMS, Sales Automation, CoE Transitions, Business Consultancy and GlobalCommunications teams and associates in the CoEManaging the local IT and Infrastructure team

Roseland, New Jersey, Us

Roseland, New Jersey, Us

Areas of responsibilities, while working on the Center of Excellence expansion:Project Management, Business Process Innovation, Transition Management, Business Security and Business Resilience, Technology Deployment across the platformCoordinate internal resources and third parties/vendors for the flawless execution of projectsEnsure that all projects are delivered on-time, within scope and within budgetAssist in the definition of project scope and objectives, involving all relevant stakeholders and ensuring technical feasibilityEnsure resource availability and allocationDevelop a detailed project plan to monitor and track progressManage changes to the project scope, project schedule, and project costs using appropriate verification techniquesMeasure project performance using appropriate tools and techniquesSuccessfully manage the relationship with the client and all stakeholdersEstablish and maintain relationships with third parties/vendorsCreate and maintain comprehensive project documentationPerform risk management to minimize project risksImplement business continuity and incident management process across entire platformContribute to enhancing delivery, quality, governance of processes; manage client concerns & escalations; drive productivity, utilizationImplement appropriate reporting of performance of Service Delivery Services with clear definition of client-agreed parameters and metrics. Continuous focus on improvement on all parameters and operational excellenceCreating a Business Impact in measurable metrics in consultation and agreement with the business unit partnersAdvise the Service Delivery Director on how to optimize the utilization of resources like computing infrastructure, human resources, workspaceReport and escalate to management as needed

Rochester, Ny, Us

Lead all Quality and Training related activities in the Business Operations Centers.Manage the Regional Quality & Training Coordinators as well as the worldwide Training Coordinator.Make sure that Quality Monitoring (Auditing) targets in terms of required quantity and expected scores are met or exceeded.Liaise with the BOC Management Team and lead the top-down Quality Auditing calibration process in order to receive consistent standards in auditing and scoring the BOC agents worldwide.Continuously review and improve the Auditing process to support the idea of delivering the best possible Customer Experience.Lead the BOC training activities. Continue to further develop the worldwide training program including on-boarding, soft skills, product training and any other training requirements. Ensure worldwide consistency and exceptional training delivery. Responsible for tracking and reporting of training attendance and progress.Develop, maintain and improve concept and tools for customer surveys and internal feedbackCoordinate the NPS interviews activities in interaction with the BOC NPS teams and the Quality Office.Analyze NPS survey data to identify trends and implement remediation plans to position CSH to receive higher net promoter scores. Liaise with the Carestream Quality Office and the SC&L Quality Manager to ensure alignment and consistency of the various Quality initiatives.Responsible for the reporting of the worldwide scorecard and other BOC performance indicatorsReport Quality performance, identify quality issues and work with the Regional BOC Management to address corrective and preventive actions.Responsible to continually improve quality processes, tools / applications.Liaise with the functional BOC Service Delivery Managers and the Regional BOC Management to ensure the continual review of the existing set of Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).

Rochester, Ny, Us

Managing the Service Operations and Environment Health and Safety teams (58 associates) that is supporting business process functions, as well as direct customer interaction in different areas: order management, contracts administration, invoicing, technical support level 1 and customer care for EAMER (Bucharest center) and India (Mumbai Center).Monitoring the completion of the operational aspects of the process team.Taking part in drafting the documents necessary to standardize and streamline the activities of the team.Encourage all efforts of team members and by other parties in order to optimize global flowsKey driver of quality initiatives Key factor in the process of communication and cross interactionDesign and implement strategies for more automation and standardization across different functions and countries. Manage transition of new projects/activities.Manage and monitor to ensure customer performance metrics are achieved and takes appropriate action when necessary.Ensure the execution of the eXceed surveys (corporate initiative) and monitor the NPS results in order to achieve customer satisfaction and corporate objectives.Set clear, customer focused expectations for managers and staff to ensure teams are meeting objectives. Develop metrics to monitor achievements of goals and to anticipate and navigate potential issues. Create and lead team to implement Six Sigma quality projects.Responsible for analyzing daily reports and benchmarks for effectiveness, service excellence and continuous improvement.Identify opportunities to manage costs and ensure internal processes efficiency and employees productivity.Collaborate with Human Resources and the SSC Director to develop employee commitment, employee development plans, and retention of employees.Responsible for optimizing organization structure as required to meet changing business demands.

Rochester, Ny, Us

Responsible for 18+ associatesResponsible for conducting daily operations at the excellent, strategic management, business development practices and standards for the Customer Care Dispatch and Service Contract Administration in Europe North region. Responsible for the delivery of services to end customers and colleagues from Carestream - all other departments- at the agreed or exceed expectations. In addition, provides services to stakeholders, leads and manages internal resources and operations of EAMER SSC Service Operations team.Monitoring the completion of the operational aspects of the process team.Provide administrative and operational support to Subject Matter Expert or other team members whenever needed.Take part in the constant improvement of team performance.Monitor and constantly improving internal and external customers perception / stakeholders on the performance of the operations team.Contribute actively to the creation and development strategic plan for the Service Center and communicate strategic and operational objectives of the team.Responsible to maintain the costs within the budged and participates with input for the budget projections. Taking part in drafting the documents necessary to standardize and streamline the activities of the team.Encourage all efforts of team members and by other parties in order to optimize globalActive in dealing with Shared Services Center Director EAMER regarding standardization and increased efficiencyKey driver of quality initiativesKey factor in the process of communication and cross interactionResponsible to coordinate the EHS role in the SSC

Rochester, Ny, Us

Responsible for 11 associatesResponsible for conducting daily operations at the excellent, strategic management, business development practices and standards for the Customer Care Dispatch team. Responsible for the delivery of services to end customers and colleagues from Carestream - all other departments- at the agreed or exceed expectations. In addition, provides services to stakeholders, leads and manages internal resources and operations of EAMER SSC Customer Care Dispatch team. Monitoring the completion of the operational aspects of the process team.Provide administrative and operational support to Subject Matter Expert or other team members whenever needed.Take part in the constant improvement of team performance.Monitor and constantly improving internal and external customers perception / stakeholders on the performance of the operations team.Taking part in drafting the documents necessary to standardize the procedures and work instructions for the team Encourage all efforts of team members and by other parties in order to optimize globalActive in dealing with Shared Services Center Director EAMER regarding standardization and increased efficiencyDriver of quality initiatives Key factor in the process of communication and cross interaction

Bangalore, Karnataka, In

Responsible for 10 associatesResponsible for conducting daily operations at the excellent level of performance as agreed with the customerMonitoring the completion of the operational aspects of the process teamProvide administrative and operational support to the team members whenever neededTake part in the constant improvement of team and process performanceMonitor and constantly improving customers perception on the performance of the operations teamTaking part in drafting the work instructions and process flowsResponsible within the team in Wipro for the Customer Satisfaction initiative for all projects in the Carestream account: Customer Care Dispatch, Service Contract Administration, Customer Order Services, Dental.Responsible within the team in Wipro for the design and work on the Business Continuity Plan for the operations in the Carestream accountResponsible within the team in Wipro for the Risk Management and Compliance for the operations in the Carestream account

Bangalore, Karnataka, In

Ensures that legal regulations and audit requirements are met and maintainedContributes in reaching the defined process measures and business fundamentals (e.g turn-around-times, inventory levels etc)Identify process issues as well as systems & applications issues and communicate back to site management and ITResponsible for the update and design of work instructions and process flowsResponsible for conducting the training for new employees or refresher trainingsResponsible to ensure the quality audit is done and feedback is providedAnalyzes available operational data, identifies root cause of repetitive issues and drives corrective actions for the customersProactively monitors backlog of specific tasks using different tools and reports and works to avoid escalationsInformation related to any contract adjustments should be provided to the customer in due time, ensuring transparencyEnsures structured and high quality communication related to issues affecting the order backlogManages exceptions and special cases

Bangalore, Karnataka, In

Activating in the Customer Care Dispatch team for the UKRepresent the interface from the customer with the Service Department and Logistics Service Parts DepartmentHaving the role of Dispatcher, receiving service requests from customers and field engineers via phone, e-mail or fax Record all data provided by the customer in the systems, in order to make sure that the signaled issue will be solved; takes all and any relevant pieces of information in order to help solving the case, making sure the field engineers who are going to contact / visit the customer will be informed correctly and as rapidly as possible Perform and monitor communication with the customers; constantly improve general communication aptitudes; as a contact point for the customer, communicates all relevant information in order to assure Customer satisfaction; modifies customer requests any time it is necessary; cancel/update service calls upon request from the customer Plans and keeps track of activities performed by field engineers; Monitor and update field engineers’ agenda; makes sure that all details related to their absence from work (vacations, training periods or medical leaves) and the correct contact method are adequately registered Perform needed formalities in order to register newly installed equipment in the system Issue, get approval and send to the requesting parties (customers or field engineers) quotes for acquisition of spare parts and service calls, based on data existing in the systems and on requirements specific to his / her area of responsibility, Make sure that all documents are sent to and received from customers are archived in electronic format (e.g. service call requests, purchase orders, requests for spare parts/intervention, quotations)Constant involvement in the processes improvement, as well as to monitoring and improving the customers/stake holders/country and functional representatives perception on the Customer Care Dispatch team

Creating, developing and online maintenance for the „www” web projects the company had (design, programming). Defining each project so as the other members if the team could better understand the requirements of the customer and develop the project in the best time and quality conditions. Maintaining a connection with the existing customer and also new customers. Coordinating project teams, either in the same location or in remote locations.

Welcoming the tourists, making the touristic programs and design private tour packages, themed tours, religious tourism, making tours at the painted monasteries from Bucovina in English and French. Organizing touristic programs for foreign tourist.

Six Sigma Black Belt Certification

Quality Advocate Certified, Lean&Six Sigma Tools

Six Sigma Green Belt Certification

Crm/Erp Consultant, It

Bachelor'S Degree, Business Administration And Management, General

Education record