Ioana Ruscea Email and Phone Number

• Experienced in enhancing digital journeys & processes, project management through Lean Six Sigma, Agile, Scrum, and Design Thinking methodologies. • Map E2E journeys and identify the touchpoints and process improvements needed in order to offer a better customer experience. • Permanently up-to-date with industry trends and continuously learn about new technologies, incorporating innovative approaches for enhanced customer experiences.• Conducting in-depth analyses of customer feedback, reviews, and data to identify patterns and opportunities for improvement. • Propose the development of new features or the improvement of existing functionalities for the digital platforms, website, and app.• Contribute to the realization of the business cases / analyzes necessary for obtaining the approvals of the product development initiatives and get management approval for implementation. Define requirements for IT developments.• Responsible for implementing NPS and CSAT in digital platforms: mapping digital customer journeys, identifying relevant touchpoints for measurement, facilitating survey implementation, testing the implemented survey, analyzing and monitoring reports post-implementation.• Evaluates frontline agents' interactions with customers from a customer experience perspective, identifies upskilling opportunities for frontline agents, and organizes and facilitates workshops to improve frontline agents' skills. • Proposes updating or creating new operational workflows.• Specialized in creating Persona based on business requirements, including blueprint Persona for new hire frontline agents. • Contributes to the creation of a specific CX dashboard by identifying NPS impact KPI's and proposing new ones.

- Manage and participate in the elaboration of the Management System documentation and where needed in the Standard Operating Procedures design.- Provide support to the business in process mapping (Visio etc) and detailed process risk assessment.-Identify areas of improvement and concerns in business operational areas and provide appropriate action plans.- Analyze root causes of business problems and recommend corrective actions.- Maintain documentation for problem identification, definition, and solving procedures.- Monitor operational performances regularly and generate performance reports for management.- Review performance and operational data sources to identify risks to mission accomplishment, and work with process owners to both inform and mitigate identified risks as appropriate.- Where appropriate, participate in quality internal audits, internal control missions, or business process transformation projects.

• Define, design and implement end to end sales processes• Perform analysis of sales processes in order to propose and implement sales process improvement initiatives based on standard methodology;• Propose redesign and automation of existing processes to remove waste and improve efficiency• Monitor, measure and test newly implemented processes in order to be in line with strategic goals• Analyses and defines specific processes, procedures and working instructions for Sales & Distribution dept, ensuring the permanent up-date in accordance with company's quality policy• Participates in the administration of the internal / external audit processes within Sales & Distribution department• Participates in internal audit missions for compliance with ISO standards Orange Romania adhered to

Coordinates data collection on commercial information and offers, conceives the informative documents (ensuring information accuracy) and validates them with responsible persons;Ensures the transmission of last minute information regarding Orange products and services and of operational work instructions, accurate and in due time, to sales channels (direct and indirect retail, and SOHO/SME);Contributes to sales process quality through the administration and follow up of the information process to all sales channels;Coordinates projects regarding data collection and information of sales channels (direct and indirect retail, and SOHO/SME), including feedback gathering and follow up processes;Builds sales pitches in order to support sales processes - ensure understanding and adherence to the sales force - ensure the implementation of sales pitches & continuous follow up of retail requests needs in order to be compliant with customers’ needsContent provider for Orange Sales PortalDevelops Tutorials and Multimedia Sales pitch according to sales force needsDevelops newsletter and other materials needed to improve communication or Sales Channels

Activate new contracts, ensures immediate processing of profile/offer changes of internal and external clients.Informing external/internal partners about the processing or non-processing of requests.Check and correct unsuccessful process situationsCheck periodic reports / proactive.Quick processing of profile / offer changes of internal and external clients, including the addition of new offers.Immediately process the non-invoiced customer requests (package changes, correction of the contractual period, implementation of the offer according to the contract).Assisting and supporting colleagues from other Orange departments about processing changes and implementing offers.Manage Vantive specific inboxes.Ensure fast processing of failed changes, changes in profile / account for internal / external clients, adding new retention / activation offers.Escalates technical dysfunctionalities to IT department;Escalates offer bugs to Marketing department and process errors to Sales and Quality departments.Bulk corrections and compensation for clients identified in periodic reports.Identify, report and solve the special situations that may happen in the course of the activity.

Responsible for the credit & collection process with focus on business customersEstablishing and checking the credit limit (consumption limit) for customersCheck roaming activation Activation of the roaming service on demand or requesting the roaming in advanceCall on customers to determine the amounts and payment terms to cover their debts.Suspension of accounts belonging to customers who do not pay the required debt or advance within the set deadlines.Reconnect accounts of customers who pay the amount required to cover the debtEstablishment of phased payments and payment terms for high-debt suspended customers wishing to pay their debt to avoid taking over from a recovery firmEscalation of special situations by email to specialized departments to speed up their completion

Activate roaming service on demand Establishing and checking the credit limit (consumption limit) for customersCall on customers to determine the amounts and payment terms to cover their debts.Suspension of accounts belonging to customers who do not pay the required debt or advance within the set deadlines.

Promote and expand the company's products and servicesCustomer support and counseling of Orange customersProcessing all necessary changes in customer accountsRegistration and handing off for checks of all customers notifications Finding optimal solutions to solve customer complaintsOffering customers for retention purposes