Diana Șerban Email & Phone Number

Bucharest, Romania

Key Responsibilities:• Document operational processes and update existing process documentation to ensure alignment with operational goals and objectives• Consolidate different operational processes for each region into one global set of processes and ensure consistency and compliance• Produce change management collateral, such as newsletters, presentations, FAQs, and training materials, to communicate process changes and benefits to stakeholders• Provide suggestions for efficiency improvements and process optimization based on data analysis and feedback

As a project manager for the Global Process Team, I was responsible for overseeing both large and medium-sized projects. This meant designing solutions and sharing ideas to enhance our processes, but also to create new processes that improve overall productivity. I worked on updating and maintaining knowledge documentation for Services and Operations and working to improve the user experience with our system. Additionally, I was tasked with drafting and updating configurations for specific services and processes, as well as collecting and consolidating solution proposals for multiple major projects.Key Responsibilities:• Project Management: Managing projects to launch new services, taking ownership in planning, gathering and refining requirements, coordinating testing phases, and providing regular updates to teams and stakeholders.• Process Improvement: Leading efforts to update and maintain knowledge documentation for Services and Operations, with a focus on improving user experience. This includes gathering and consolidating solution proposals for major projects and drafting and updating configurations for specific services and processes.• Stakeholder Communication: Ensuring clear and consistent communication with stakeholders throughout project lifecycles, facilitating meetings, sharing progress updates, and incorporating feedback to align project outcomes with business objectives.• Change Management: Actively involved in managing change across multiple transition projects, including the migration of work between two hubs to two other hubs. This includes assessing risks and ensuring smooth transition with minimal disruption to business operations.• Collaboration: Working closely with cross-functional teams to ensure seamless integration of new processes and services, fostering a collaborative environment to drive innovation and efficiency.

In my role as a Local Process Specialist, I was responsible for ensuring the smooth operation of service and business processes within the hub. This involved planning, implementing, and maintaining key processes to optimize efficiency and productivity. I provided support to the local team, offering guidance and assistance to improve performance across various functions. My role also included managing small to medium-sized projects, where I ensured that all initiatives were completed on time and met their objectives.Key Responsibilities:• Process Management: Planned, implemented, and maintained service and business processes to ensure efficient and streamlined operations across the hub.• Project Management: Managed small to medium-sized projects within the local hub, ensuring that all projects were completed on time and met the desired outcomes.• Documentation Ownership: Took ownership of Service & Processes documentation, ensuring all materials were current, accurate, and effective for operational use.

Bucureşti, România

As a Junior Project Manager, I was responsible for processing and prioritizing projects according to internal procedures to ensure their successful completion within the allocated resources. I played a key role in maintaining active relationships with marketing coordinators, collaborating closely with them to ensure their project objectives were achieved.Key Responsibilities:• Project Prioritization: Processed and prioritized multiple projects according to internal procedures, ensuring successful completion within the allocated resources and timelines.• Marketing Collaboration: Maintained an active relationship with marketing coordinators, working closely with them to achieve their projects objectives.• Cross-Departmental Coordination: Collaborated effectively with multiple departments to ensure seamless project management, coordination, and prioritization, helping to achieve broader organizational goals.

Bucureşti, România

As an analyst, my primary responsibilities included evaluating companies based on specific parameters within our internal system to ensure compliance with relevant regulations and standards. I conducted detailed analysis of public documentation (including Annual Reports, Company ByLaws, Articles of Incorporation) to verify the accuracy and completeness of company data. I was also tasked with ensuring the accuracy of form submissions, which were essential for the system to calculate accurate scores for each company. My role contributed significantly to helping clients make informed choices and develop strategic actions based on reliable data.Key Responsibilities:• Company Analysis: Conducted in-depth analysis of companies based on specific parameters within the internal system, ensuring compliance with relevant regulations and standards.• Data Accuracy: Ensure the accuracy of form submissions, which were critical for the system to calculate scores used by customers for making informed decisions.• Reporting: Compiled final scores and shared them with customers to provide actionable insights for improvement and investment strategies.

As a QC Specialist, I was responsible for ensuring strict compliance with the company’s policies by meticulously monitoring and reviewing retention and conversion agents calls with clients. When necessary, I took appropriate actions to address any issues or non-compliance. My duties also included applying fees for identified red flags during calls and generating comprehensive reports based on my analyses, which were shared with management for further review and informed decision-making. I drafted detailed reports to facilitate lead tracking and support performance analysis. Key Responsibilities:• Call Monitoring & Compliance: Monitored and evaluated retention and conversion agents calls to ensure compliance with company policies, taking corrective action when necessary.• Reporting & Analysis: Applied fees for identified red flags during calls and prepared detailed reports for management review and decision-making.• Incident Documentation: Prepared comprehensive, word-by-word reports for critical situations to document circumstances very clearly and provide a full understanding of events.• Training & Onboarding: Conducted onboarding training for new joiners, ensuring they had a thorough understanding of company policies, procedures, and best practices.

Bucuresti

During my summer internship at the National Government, I was selected as one of 200 individuals from a competitive pool of 2.000 candidates, having successfully passed all required testing and evaluations. Throughout the internship, I participated in daily meetings with national institutions, where I provided insights and perspectives on key issues and government initiatives. Key Responsibilities:• National Government Engagement: Participated in daily meetings with national institutions, providing insights and perspectives on key government initiatives and policies.• Event Participation: Attended both official and non-official events, conferences, and negotiations to deepen understanding of the political landscape and build relationships with key stakeholders.

București

As a Salesperson, I proactively engaged with existing customers to inform them of the latest promotions and offerings, utilizing a personalized and consultative approach. I focused on nurturing and maintaining strong relationships with customers, ensuring that communication was relevant and tailored to their specific needs. My role involved addressing customer inquiries and concerns promptly and professionally, which helped to build trust and foster long-term customer loyalty.Key Responsibilities:• Customer Outreach: Proactively reached out to existing customers to inform them of the latest promotions and offerings, using a personalized approach to maintain and grow business relationships.• Relationship Management: Maintained and nurtured customer relationships by providing relevant information and addressing their needs promptly and professionally.

Master'S Degree, Security And Diplomacy

Studii De Licență, Relații Internaționale Și Studii Europene