Daniela Oltean Email & Phone Number

Romania

Cluj, Romania

• Work out and review regularly internal processes and procedures as well as Account specific ones• Provide input in terms of the Quality Monitoring process• Support the account quality team in improving the monitoring process, forms, reports etc• Participate in calibration sessions with the client• Provide specialized Quality input and advice to operational functions of the organization• Plan, develop and participate in direct internal audits for the local organization•… Show more • Work out and review regularly internal processes and procedures as well as Account specific ones• Provide input in terms of the Quality Monitoring process• Support the account quality team in improving the monitoring process, forms, reports etc• Participate in calibration sessions with the client• Provide specialized Quality input and advice to operational functions of the organization• Plan, develop and participate in direct internal audits for the local organization• Review account performance and KPIs• Implement and up-dates PEP program in each Account according to their needs and requirements• Look after the maintenance of Call Copy, provides training for users• Responsible for working out the Balances Score Card model for the Accounts by coordinating with the Account/Team Managers. Reviews BSC at the end of each quarter• Review and develop account specific reports• Provide input in account specific improvement plans and/or improvement projects• Deliver quality related training whenever is needed, provide support on quality topics to Account/Team Managers• Gather information from CSAT, CSS, TWO, Mystery shopping etc. and analyze to propose improvement action• Implement, maintain and improve Sykes global initiatives and processes• Help in implementing any other quality related process, project• Achieve 100% SOE KPIs within first 3 months at Site level.• Implementation of new CSS, VOC, CHAT processes, having positive impact on Customer Satisfaction. • Implementation of new Quality monitoring form at Account level, that increased the CSS results with 20%.• Implementation of PEP and Quality processes for new Accounts. Show less

Main activities and responsibilities To facilitate the delivery of transaction monitoring across the Samsung Operation in line with client and COPC standards.• Through call monitoring, feedback, training and assessment, I am responsible for identification, analysis, reporting and eventual resolution of possible customer service and technical knowledge issues.• Liaise with staff at all levels in the organisation, remaining objective, constructive and empathetic at all times.•… Show more Main activities and responsibilities To facilitate the delivery of transaction monitoring across the Samsung Operation in line with client and COPC standards.• Through call monitoring, feedback, training and assessment, I am responsible for identification, analysis, reporting and eventual resolution of possible customer service and technical knowledge issues.• Liaise with staff at all levels in the organisation, remaining objective, constructive and empathetic at all times.• Key Result Areas:• To provide call monitoring solutions for Samsung • To manage and schedule personal time in an effort to meet and exceed agreed service levels within the constraints of the training structure/schedule• To ensure full utilization of alignment.• To provide structured proactive feedback to the other members of the PKI department on a weekly and adhoc basis.• To provide technical specialized input into site quality, training and operational functions. • To contribute positively towards both employee and client satisfaction.• Prepare and issue daily/weekly summary reports of performance and key issues to the Quality Monitoring Supervisor.• Maintain a professional, working relationship with all members of staff, allowing confidential feedback from all levels to the Samsung Senior Account Management Team. • Maintain confidentiality and objectivity while completing Quality Monitoring process and one to one feedback sessions.• Liaise with the Client Group management teams• To plan, review, provide input and report on call monitoring conducted by the departmental Supervisors.Main achievements• Implementation of new Quality monitoring form at LOB level.• Achieved Quality results in the target of 80% at team level.• Increased Mystery Shopping results with 20% within the first year at team level.• Creation and implementation of new CSS Analyse Process which resulted with increasing the CSS results with 30% within the second year. Show less

• People Management responsibilities, including: hiring/interviewing, coaching / training, periodically appraisal.• Team size: between 8 – 14 agents with, including 1 Team Leader in my coordination.• Reporting experience: create personalized reports based on client’s requirements (daily/weekly/monthly).• Client negotiations: persuade the client to grow the turnover with the company by presenting the value ads offered in utilizing the services offered.• Track monthly Scorecard… Show more • People Management responsibilities, including: hiring/interviewing, coaching / training, periodically appraisal.• Team size: between 8 – 14 agents with, including 1 Team Leader in my coordination.• Reporting experience: create personalized reports based on client’s requirements (daily/weekly/monthly).• Client negotiations: persuade the client to grow the turnover with the company by presenting the value ads offered in utilizing the services offered.• Track monthly Scorecard based on customer and Internal KPIs.• Tracking and responsible for dealing with customer requests, issues and complains• Building and supervising customer service teams, learning about the products or services of the organization.• Training staff to deliver excellent customer service and being involved in staff appraisals and the recruitment process.• Determine role/responsibilities for each customer service role.• Proactively identify and take action on opportunities for improvement within account management, and other areas of the company.• Work cooperatively and effectively with other areas of the company to deliver consistently outstanding customer experience. Show less