Dan Alecu Email & Phone Number

Bucharest, Romania

Strategic and Operational responsibility of a BPO multi-channel contact center of 500+ FTE`s ►7 projects from telecom, banking, insurance, online commerce, energy, tourism-aviation, (inbound, outbound, back office, live chat) ►Coach direct reports on performance improvement and career development and set performance goals; ►Conduct interviews and maintain healthy pipeline for attrition and effective backfill ►Forecasting and budget responsible. Monthly Financial Review of Budget Vs Actual ►Ensure high asset utilization and productivity. ►Customer relationship activities - bringing new outsourcing business for the company, pricing negotiations. ►Drives continuous improvement by leading, stimulating and monitoring of necessary resource allocation and project completion. ►Making strategical plans to grow the business and stabilize/improve the existing projects

Bucharest Head Quarter

Leading a team of 250 FTE`s in 4 locations in charge with 24/7 Technical support Contact Centers fixed & mobile ( Ex Romtelecom & Cosmote ) residential & business customers. Managing multiple transformation processes including rebranding , optimizations, automations & self service and Deutsche Telekom business excellence projects implementation.Inhouse, leased personnel in Telekom premises + outsourced agents - multi-skilled.

Bucharest Headquarter

Managing a team of aprox 350 FTE`s in 4 locations , responsible for 24/7 Inbound Technical support fixed telecom services ( Residential and Business Customers ) - Help Desk, back-office for Technical call centers ,Alternative sales - transforming hot sales leads from Technical call centers`s into new contracts , Outbound telesales, Deutsche Telekom optimization projects through One DT initiative, support, monitor and control operationally the outsourced and leased personnel technical support activity.

Bucharest, Romania

Managing a team of aprox 200 FTE`s in 3 locations, resposible with 24/7 Call Center Technicall support for fixed Voice & TV ( DTH + IPTV ), Alternative Sales - Outbound telesales mixed model insourced, outsourced and hosted leased agents in Romtelecom premises.

Bucharest, Romania

Managing a team of 130 FTE`s in 3 locations , responsible for 24/7 Technical Support for fixed TV services, (DTH & IPTV ), insourced + outsourced mixed model.Building the new Alternative Sales team of Romtelecom (mixed model of telesales).Part of the implementation TOA project ( Time of arrival for dispatched field technicians ).

Bucharest, Romania

Managing a team of 50 tech cc representatives in order to offer the best TV technical support on the Romanian TV call centers market. Others: staffing, workforce management, recruiting, training, coaching, process improvements, self care & automations in IVR.

Bucharest, Romania

Customer Care Efficiency in Technicall Call Centers - Mc Kinsey & Consultants - 2008IPTV - Service Assurance development 2008, working with Roland Berger consultantsTechnical Call Centers Optimization project 2009 - Outsourcing, refurbishment, SMS Gateway, Telephony platform optimization,

Bucharest, Romania

Recruiting ( building from zero) & coordinating a team of 35 help desk agents + shift leaders in order to offer Level 1 24/7 inbound technical support for Dolce clients ( TV Satellite - DTH )

Bucharest, Romania

Design the processes for TV Customer care services ( verbal and written requests ) for the new service launched in december 2007 based on DTH satellite TV solution. New business for Romtelecom built from the scratch.Team development / recruiting in order to build the future Help Desk TV team

Bucharest, Romania

Recruiting. Coordinating a team of 30 people for 24/7 Level 1 call center inbound technical support related to Internet services ( ADSL, VPN, IPFIX, Metronet, HDC).Raising the Efficiency from 10% to 90 %, new rules implemented and procedures adjusted

Bucharest

Defining the processes and strategy in order to control all claims related to Romtelecom services, establish new KPI`s and new reports templates for the claims and customer care process at the level of Head Quarter - country level.Internal audit for Operations

Bucharest, Romania

Handling all written claims for all Business Clients within Bucharest Region.Process & systems improvement

Bucharest, Romania

Commercial Customer Care for Business clients (billing, bad debts collection, sales and after sales support in front line, back office activities ,written claims)

Bucharest, Romania

Banking Security

Bucharest

entry level, learning the money flows

Economist, Finance & Banking

Economist, Management

Bachelor, Mathematical & Physics