Dan Florescu Email & Phone Number

Cluj-Napoca, Cj, Ro

Cluj-Napoca, Cluj, Romania

Square Ventures is a leading global organization in the digital marketing space, serving dozens of digital products aimed at a variety of target markets and demographics.

Cluj, Romania

Cluj, Romania

Darwin is Changing Benefits for Good. Our unique and innovative SaaS platform takes employee engagement to a whole new level. We are fast-paced, ambitious, people-focused and on a journey to dominate the global benefits market.• Part of the Client Success Leadership Team and actively participate in the successful running of the ever-growing Client Success Management Team• Line managing the Romania Client Success Managers team • Delivering training and on boarding new joiners… Show more Darwin is Changing Benefits for Good. Our unique and innovative SaaS platform takes employee engagement to a whole new level. We are fast-paced, ambitious, people-focused and on a journey to dominate the global benefits market.• Part of the Client Success Leadership Team and actively participate in the successful running of the ever-growing Client Success Management Team• Line managing the Romania Client Success Managers team • Delivering training and on boarding new joiners in the team• Contributing and driving the wider strategy for the Digital Clients• Representing the voice of the client internally across the client journey• Maintaining high levels of Client satisfaction • Point of escalation where there is a disruption in the expected service for the Digital Clients Show less

Cluj-Napoca, Cluj, Romania

Thomsons Online Benefits is the Global leader in benefits administration and engagement, delivered through our Software Darwin. Responsible for managing the operational running of the Romanian Client Managers Team, ensuring that our clients receive consistently a fantastic service and supporting the strategic relationship and service for a portfolio of Global clients. Core responsibilities include:- Supporting the Cluj Client Managers Team and developing their fantastic… Show more Thomsons Online Benefits is the Global leader in benefits administration and engagement, delivered through our Software Darwin. Responsible for managing the operational running of the Romanian Client Managers Team, ensuring that our clients receive consistently a fantastic service and supporting the strategic relationship and service for a portfolio of Global clients. Core responsibilities include:- Supporting the Cluj Client Managers Team and developing their fantastic potential- Providing excellent service and being the main point of contact for Clients- Developing a close working relationship with key Client stakeholders- Consulting and planning with Clients to set up projects for success - Owning the service delivery to our Clients and supporting technology implementation- Identifying, supporting and closing revenue opportunities- Retention of Clients Show less

Cluj-Napoca, Cluj, Romania

• Accountable for the daily allocation of resource as required, including rotas for shift times, breaks, lunches and meetings in accordance with forecasted demand to ensure SLAs are met; • Responsible for ensuring service levels and performance targets are met, work with other people managers to support SLAs across the teams• Accountable for providing daily feedback on KPI performance, and addressing issues with performance and adherence via PIPs and disciplinary… Show more • Accountable for the daily allocation of resource as required, including rotas for shift times, breaks, lunches and meetings in accordance with forecasted demand to ensure SLAs are met; • Responsible for ensuring service levels and performance targets are met, work with other people managers to support SLAs across the teams• Accountable for providing daily feedback on KPI performance, and addressing issues with performance and adherence via PIPs and disciplinary actions where required, this includes addressing time keeping and attendance issues; • Accountable for line management of the CSA’s within my team completing monthly one to ones and return to work interviews, tracking of sickness levels and escalating issues affecting a team members wellbeing;• Champion our client satisfaction methodology and understand how to make an improvement in score in NPS; responsible for addressing areas with eNPS where I can have a direct impact on the score• Responsible for allocating tasks in the task management system and ensuring that tasks are closed in SLA and in the priority required• Responsible for managing skillsets on call media to ensure contractual SLA’s are met in accordance with shifts, annual leave and absence, ensure there is sufficient cover at all times• Work with the Client Helpdesk Manager and Quality Team to ensure appropriate training is in place for new starters and contribute to the teams personal development plans by highlighting training needs; Show less

Responsible for ensuring that my team achieves the SLAs, via constant communication of requirements and regular feedback on performance- Plan, assign and direct work to my team- Develop my team by providing training and coaching sessions on a regular basis and specific to their needs- Cary out SOE activities on a daily, weekly, monthly basis as needed (daily checkpoints, contact monitoring, PEP sessions, PIP)

Providing specific technical support and analysis reports for the Italian Samsung AccountManaging and updating the knowledge base informationDesigning and implementing new processes in order to increase the team's knowledge and their performance, whilst ensuring their personal development