George Rizea Email and Phone Number

I currently manage a team of 9 experienced Customer Support Specialists and I also own projects aimed to improve Service Level.In parallel, I manage an important part of the area we currently cover, making sure the update process is live and running.I also conduct planning operations on various aspects of capacity and headcount.

My role is leading the Customer Care Department through the team leaders reporting to me, scaling and mapping it to the company short, medium and long term objectives. The goal is customers interacting with the us through email and chat get the most value of our products and they receive great and consistent service.The hiring process falls on my judgment as well: reviewing applications, conducting interviews, processing new hire paperwork, and providing on the job training or mentoring to new team leaders.

Main responsabilities:- Achieving the team’s/department’s monthly/quarterly/annually performance goals- Recruiting- Training on the job- Performance management- Leadership - Planning- Controlling- Reward and recognition- Professional (and sometimes personal) development- InnovatingI started working as a team leader for Vodafone coordinating a customer support team dealing with consumer customers (6 months between April 2011 to September 2011). In September 2011 I was promoted as a team leader within the Data Center Vodafone Romania coordinating a customer support team dealing mobile data related issued (both consumer and enterprise customers).In October 2013 I was promoted as a team leader within the Soho department, dealing with small enterprise customers (small companies up to 10 employees). The team I coordinated between 2013 and 2016 was part of a pioneer project within Vodafone World Group initially designed for a three years trial and which for I received the „Best support 2015-2016” award by the CEO-ul Ravinder Takkar in May 2016. This project was later copied in several European Vodafone Operations (Spain, Greece).In June 2016 the Soho department’s activity radically transformed and since then to June 2018 the team I have coordinated has had a double specialization: on one hand dealing and negotiating ending contracts of small enterprise customers, on the other hand we doing account management work.For this activity I received the „Best new customer care program 2017” award.

The main responsibilities:▪ Recruiting▪ Training▪ Leadership ▪ Performance management▪ Planning the shifts▪ Setting the performance goals▪ Controlling▪ Reward and recognition▪ Developing professional skills▪ Weekly and monthly income reportsShort presentation: This was my first people manager position, this is where I first got in contact with the responsibilities of such an interesting job. This is where I took the first steps and learned the basics. This is where I first saw „leading by example” working. I am grateful to all the people who trusted me and gave me their support in becoming better and better.

The main responsibilities:▪ Clients support (concierge, all issues solving)▪ Check-ins and check-outs▪ Payments▪ Daily/weekly/monthly activity reports