Ionut Marele Email and Phone Number

• Implementing AI & Machine Learning Solutions. Successfully defining and implementing AI solutions and Machine Learning developments (RPA Projects, Virtual Agent & Chatbots) according to the clients’ need.• Delivering Performance at High Level. Ensuring great user experience for the client`s employees, we’ve successfully managed to raise our VOC KPI with 10% focusing on quality conversations and increasing team’s soft skills.• Resource Efficiency and Improvement. Effectively reducing with 20% yoy the incident resolution time concentrating on backlog, decreasing FTEs number in this activity, enrolling them into Leasing Projects to the Client for additional revenue.• Remote Team Management & Coordination. Leading 3 teams and a total of 40 IT Specialists my role is to plan & monitor team strategies; recruiting personnel according to the yearly plan and offering induction training in order to reach agreed targets. In charge with the set-up of action plans on individual and team basis for effective results.

• Meeting and Exceeding Retention Targets. Responsible with the year over year turn around for 100+ FTEs Project, successfully managed to decrease the attrition rate by app. 15%. Rewarded with the European Best Retention Award within the company.• Continuous Learning & Development. Creating and implementing several initiatives on Genpact IT Vertical Level using internal learning digital resources, documented set of skills, defined learning curricula and crossed IT machine learning AI, MS Trainings for each role.• OPEX HR Cost Saving. Controlling OPEX costs from a human resource perspective, we have managed to effectively save 4,000 EUR/FTE on employee retention scorecard.

• Training & Support for New Hire. Focusing on IT Processes and Procedures, my role was to train and offer support for new employees in order to get them on board as fast as possible and with excellent results in IT Service Management Department.• Floor Support for Front-Desk & Back Office. Successfully offered support as single point of contact for 100+ agents for escalation and exceptional cases, sensitive customers or complex issues.• Continuous Agents’ Evaluation. Performing weekly quality evaluations for our agents (Calls, Chats, Emails and Self Service Tickets) in order to assess and improve the service provided to our international client in SLA accordance.

• Meeting & Exceeding Project Targets. In charge with one of the world biggest company in beverage industry, consistently exceeding the IT team’s targets with app. 15% in matter of Response Time, Resolution Time and Cases/Day.• Customer Service for ITS Applications. Handling calls & offering solutions including Troubleshooting & End User Computing Support to customers for IT problems or mobile applications in Spanish & English.• Performing Back Office Tasks. My role was also to support our clients in creating accounts, giving rights and access in various applications and systems such as SAP, Microsoft Exchange, Azure or Intune.

• Meeting and Exceeding Collection Targets. Consistently exceeding collection targets with 30% focusing on creating payment plans for our customers and offering viable solutions to resolve future financial problems.• Successful Improving Team`s Metrics. Contacting 100+ customers per day, my role was to obtain payment commitments in less than 5 minutes in order to achieve Garanti Consumer Finance major collection goal of 600 k EUR/year.• Informing & Educating Clients. Informing clients about the current situation, communicating the consequences. Educate customers about the banking system and the obligations they have.