Elena Lidia Chirita Email & Phone Number

Bucharest, Romania

Bucharest, Romania

Responsible for operational leading and managing of the location in Bucharest (over 600 employees)Key Account Management - Customer relationship management for existing partners, involved in tenderprocess for new business, calculating price offersDaily steering/controlling of all projects in terms of meeting the operational KPI's in accordance with thecontracts, internal KPI's & budget planDaily steering of all the other departments in terms of meeting the location targets in accordance with internalpolicies and budgetRisk management through continuous monitoring of defined target values and implementation of correctivemeasuresResponsible for transition planning and implementation of new projectsControl, optimization & compliance of all operational processesControlling resources in terms of achieving objectivesBudget planning for each project and for the location overall, steering results vs plan and find solutions forreaching targets and cost optimizationAct as a Point of Escalation for issues and risks arising

Bucharest

Project management for three telesales projects: banking&insurance, telecom and online gaming.Managing a team of 100 agents per total, 4 team leaders and 3 team managers.Monitoring the team's performance.Timely actions to coach, develop, and train people in order to be able to fulfill their daily responsibilities toreach the job requirements.Scheduling and organizing training sessions, workshops, refresher training, quality feedback, agents/team leadersevaluations.Monitoring daily activities of the team as planned and scheduled.Evaluating and reporting status of objective achievement and team results.Taking corrective actions in order to reach the target.Maintaining the quality standards, as well in exchanging and implementing improvement points in the qualityprocess.Establishing a workforce management (shift planning forecasting, filling, controlling).Reporting internal and external(daily, weekly, monthly statistics, invoice results).Liaising with the customer via e-mail and/or conf calls/meetings.Observing the call center directives(data protection,warnings)Evaluating the team members performance and making the appropriate recommendations.Determine and assess need for additional staff and make the appropriate recruitment if necessary.Weekly and monthly meetings with the call center manager in order to check and analyze the results

Bucharest, Romania

Responsible for operational leading and managing of the location in Bucharest (over 400 employees)Key Account Management - Customer relationship management for existing partnersDevelop short and long term succession plans and ensure key positions have people ready to step inDaily steering/controlling of all projects in terms of meeting the operational KPI's in accordance with thecontracts, internal KPI's & planDaily steering of all the other departments in terms of meeting the location targets in accordance with internalpolicies and budgetRisk management through continuous monitoring of defined target values and implementation of correctivemeasuresResponsible for transition planning and implementation of new projectsControl, optimization & compliance of all operational processesControlling resources in terms of achieving objectivesBudget planning for each project and for the location overall, steering results vs plan and find solutions forreaching targets and cost optimizationAct as a Point of Escalation for issues and risks arising

Bucharest

Developing procedures / efficient processes (call scenarios) in order to increase customer service quality and lower their costsWorking with technical departments in ordet to implement and improve technological supportRecruitment / training of call center operatorsMonitor call center operators performance in order to reach targetsProvide regular feedback to call center agents and support sessions on their workProviding reports regarding project evolution and performance levelAnalyzing the statistics of evolutionDeveloping, implementing and reviewing core responsibilities to subordinates with the project manager

Bucharest, Romania

Volunteer in the executive team of the associationResponsibilities:Searching, Validating and Indexing Resources for the Online Resource Center (www.hr-club.ro and www.hr-partner.ro).Providing support for the preparation and organization of events.Ensuring logistics during events (welcome desk, speaker assistance, etc.).Document translation (RO-EN / EN-RO).Screening CVs, contacting selected candidates for interviews.

- Promote and sell products or services through phone- Provide telephone and email support to retail, corporate and reseller clients- Able to troubleshoot problems and provide answers to client's inquiries- Handle data entry and administrative duties

Main activities and responsibilities - Handle inbound and outbound calls from clients - Provide telephone and email support to retail, corporate and reseller clients- Able to troubleshoot problems and provide answers to client's inquiries- Handle data entry and administrative duties

Master'S Degree, Industrial Entrepreneurship

Cabin Attendant Licence, Cabin Attendant Course

Activities and Societies: Graduate of the course “Flight attendant training” Emergency Training Certificate CATC Sofia,Bulgaria Cabin Crew.