Leading the deployment of large programs/ projects impacting EMEA organization, across multiple teams as either the Program or Project Manager.

Highly involved in the global project of migration the Sales CRM Platform from SFDC.com to Microsoft Dynamics. Multiple roles performed during the project:such as: SME on case management capabilities; EMEA User Acceptance Testing (UAT) lead for all project capabilities; EMEA Warr room lead ( for all project capabilities)

Main tasks and resposibilities:•IVR development support - offer support to self service team on technical issues, offer guidance on escalated matters•In charge with one application (monitor and develop): knowledge management tool; maintain, upgrade and develop new features on KM application•Manage/coordinate all CS processes changes in order to accommodate new projects•Create technical requirements for new services or to optimize existing ones•Offer support for any functional changes within CS department or any transversal project•Coordinate the project teams in order to have the projects deployed in due time•Manage communication in + out CS; transversal communication related to managed projects and CS activities•Projects status communication makes sure the Projects Status is updated to PMC and CS Managers, the main stakeholders informed or consulted•Analyze reports, dashboards and external surveys in order to identify the customers’ pain points and to find solutions by optimizing the CS processes and work proceduresMain achievements/ projects:• IVRs reshape• IP migration

Main tasks and responsibilities:• To handle all information or development requests on IVR:to participate to meetings related to developments on IVRto escalate problems/ bugs IVR relatedto ask for IVR application support/ upgrades when neededto ask for new development and follow the implementation statusto provide reports daily/ weekly/ monthly/on demand on IVRs performance to define and write the reporting needs and conditions• To update, test and maintain the IVRs :periodical testing on live IVRs and after each modification/ new implementationkeep an up to date situation on IVR trees and the mechanism behind each branch update the documents/ web pages containing the information on IVR behavior• To update the IVR recordings and to collaborate with the recording studio:to record all prompts needed for the IVR or other platforms/ servicesto write and validate any texts for recordings with the Communication deptto organize and manage the recordings libraryto check the recordings each time the studio sends the files to keep track of the money spent monthly on studio and record a requisition in Oracle for the studio• In charge with the IVR developments:to write the business requirementsto test each functionality new deployedto build the test cases and in charge with UATto escalate bugs and retest when confirmed as solved

Main tasks and responsibilities:• Calls evaluation activityTo evaluate the calls in order to ensure a quality standardTo provide feedback on the evaluated calls (positive or negative- if case)To propose and implement new processes, features on current applications in order to ease agents work and to improve the quality of the service• Support activityTo update and create content in the Knowledge Management tool in order to offer to the assistants the informational support needed in their daily activityTo active participate to incidents escalation/ follow up and corrective actions on different situations with impact on customersTo automatize processes in order to increase efficiencyTo ensure a quality standard by putting in place efficient work flows and procedures• Offers/ products/ services launch activityIn charge with the relationship with all departments involved in launching and implementing new services/ offers In charge with testing the new offers, products and services to be launchedTo create new informational documents in the Knowledge Management tool for the offers, products and services to be launchedTo organize workshops in order to present the new features to be launched- if nedeedMain achievements/ projects:Customer Service outbound sales activity – in charge with creating the workflow and the working procedures; in charge with worshops and product training for the outbound team; in charge with the reportingCustomer Service Online shop team– in charge with creating the workflow and the working procedures; in charge with worshops and product training for the online team; in charge with the reporting

Job mission: to offer solutions to the clients, in order to increase customer loyalty and satisfaction; to sell by phone the most suitable products and services, in order to keep and increase customer baseResponsibilities: to offer correct information to the clients, regarding company’s products and services to analyze customer profile, traffic behavior and communication needsto promote, sell and implement the best product for each customer to process all the necessary changes in the client’s profile to offer assistance and counseling to the clients to record all the important aspects of the process into specific databases

SC Walter Services Romania SRL is the contact center of an important Romanian bank. My tasks and responsibilities were:• Handling outbound calls regarding:Selling campaigns for banking product and services. I sold banking products: credit cards, commercial credits, consumer credit, online banking solutionsPampering campaigns for banking product and services. My goal was to convince the clients to use the products that they already bought.• Handling inbound calls regarding:General informations about all products and servicesSolve or escalate client’s claims depending on type of complaintPromoting the company’s products or services Maintaining good communication and relations with all the departments in order to solve the customers’ requests in due timePerforming on-the-job training for new employeesOther administrative tasks

Tasks and responsibilities:Handling incoming and outgoing calls and correspondence (post, e-mail, fax).Ensuring protocol service for guests, organizing different events, handling travel arrangements Arranging the aggenda and making the appointments for the General Manager.Handling all the documentation needed by the managerReceiving invoices and making payments.Receiving import invoices, preparing the necessary documents and making the invoices for the clients.Making price lists and promotional flyersPreserving the connections with state institutions(ITM, Financial Administration)Preserving the connections with the bank

Main activity: Insurance saleTasks and responsibilities: Creating and maintaining a portofolio, after sales activities, upsell activities, keeping accountancy of insurances sold, deposit the money.