Irina Dascalu Email & Phone Number

Ottawa, Ontario, Canada

Ottawa, Canada Area

Ottawa, Canada Area

Responsible for delivering the Membership Services' quality management program to ensure the department achieves an optimal level of performance.

 Managed APEX ( DELL centralized Reporting Tool) product enhancements and new reporting requests for all Lines of Businesses (LOB) from initial requirements gathering through to product delivery; creation of product roadmaps, both short and long term  Prioritized and drove key business, functional requirements and product capabilities for current and future products by working closely with development and a network of customers, partners and domain experts  Provided leadership and… Show more  Managed APEX ( DELL centralized Reporting Tool) product enhancements and new reporting requests for all Lines of Businesses (LOB) from initial requirements gathering through to product delivery; creation of product roadmaps, both short and long term  Prioritized and drove key business, functional requirements and product capabilities for current and future products by working closely with development and a network of customers, partners and domain experts  Provided leadership and subject matter expertise on best practices and standards for developing analytical reporting structure for queues of 500+ technicians. Show less

Responsible for designing and implementing the call center performance reporting system, identifying trends, recognizing opportunities for improvement, and recommending changes based on results from analysis performed.• Proactively developed and delivered ‘value-added’ reporting of key performance indicators with the goal of driving queue performance and providing tactical support and analytic insights to optimize business decision making.• Designed management/ site scorecards to… Show more Responsible for designing and implementing the call center performance reporting system, identifying trends, recognizing opportunities for improvement, and recommending changes based on results from analysis performed.• Proactively developed and delivered ‘value-added’ reporting of key performance indicators with the goal of driving queue performance and providing tactical support and analytic insights to optimize business decision making.• Designed management/ site scorecards to measure performance and provide correlation to KPI’s. • Worked on cross functional teams performing root-cause analysis used to support multiple projects.• Developed innovative methodologies ( i.e StackRanking concept ) to accurately measure agent/ team performance Show less

 Designed and implemented a reporting system that provided management with a consolidated view of the contact center operation. Turned data into useful information and operational insight identifying specific areas needing improvement Created and produced Management Scorecards that showed roll-ups of key performance measurements for a particular team, site, or group of sites, with clear indications of performance and trends against established targets. It enabled management team to easily… Show more  Designed and implemented a reporting system that provided management with a consolidated view of the contact center operation. Turned data into useful information and operational insight identifying specific areas needing improvement Created and produced Management Scorecards that showed roll-ups of key performance measurements for a particular team, site, or group of sites, with clear indications of performance and trends against established targets. It enabled management team to easily access individual or team reports for comparison, and benchmark current performance and productivity Show less

 Responsible for reviewing and evaluating call center performance and metrics, identifying trends, recognizing opportunities for improvement, and recommending changes based on results from analysis performed.  Issued the monthly CSD dashboard, the monthly Complaint dashboard as well as all CSD reporting to external entities (Financial/ Sales/ Marketing, France Telecom, Orange, Benchmarking programs) Consulted, advised and worked with the call centre management team to produce high… Show more  Responsible for reviewing and evaluating call center performance and metrics, identifying trends, recognizing opportunities for improvement, and recommending changes based on results from analysis performed.  Issued the monthly CSD dashboard, the monthly Complaint dashboard as well as all CSD reporting to external entities (Financial/ Sales/ Marketing, France Telecom, Orange, Benchmarking programs) Consulted, advised and worked with the call centre management team to produce high level of customer satisfaction balanced with business needs Show less

Copc Csp Registered Coordinator

Professional Certificate In Management Skills - Sprott School Of Business

Database Design

Master, Electronics And Telecommunications Engineering