Iulia Paun Email & Phone Number

United Kingdom

Hatfield, England, United Kingdom

Dubai, UAE

• Training planning for over 20,000 cabin crew and 4,500 flight crew, utilizing around 1,000 trainers and 10 flight simulators and more than 50 classrooms located across 3 venuesMonthly scheduling of more than 1,000.
• Liaised and negotiated with involved stakeholders (recruitment, training delivery, flight operations) for implementing automated scheduling solutions
• Managed and updated the training workforce database through MINT software applications
• Forecasted training workforce requirement based on recruitment and flight operations data
• Used advanced knowledge of training management systems capabilities in order to incorporate new requirements without compromising process efficiency
• Translated courses requirements into training footprint designs stored in company's systems

Dubai, UAE

• Contact centre MIS for 1,200 agents and around 200 supervisors located in 7 international locations and covering over 12 languages
• Captured, recorded, analysed and reported contact centre performance data
• Designed, developed and maintained automated databases, using corporate applications: Verint Quality Monitoring, Genesys WFM, CC Pulse, Business Objects, Hyperion
• Developed interactive dashboards, scorecards, highly formatted reports, ad-hoc queries using advanced Microsoft Excel expertise, including pivot tables, slicers, VBA macros
• Proactively researched new data sources and modified existing systems capabilities for more insight into the performance of the business
• Collaborated with stakeholders to identify opportunities for overall improvement of service levels, key performance indicators and resource utilization

Dubai, United Arab Emirates

• Airline Contact Centre Ticketing and Sales
• Deliver high standard of customer service to customers, provide details on fares and actively issue online tickets and sell related products by identifying customer needs through rapport building, actively seeking out.
• Issue airline tickets ensuring that all necessary airline rules and regulations are incorporated and that the customer request is met in order to provide them with excellent service. Highlight to customers the relevant.

Bucharest, Romania

• Travel Products Design and Distribution Main responsibilities:
• Creating clients database, recording detailed information used for sales and marketing purposes
• Establishing sales targets, in collaboration with the general manager, and regularly reporting the achieved results
• Managing the sales activity of the entire agency by monitoring processes and efficiently allocating resources and customizing each agent’s targets
• Analysing sales results and presenting the results to the higher management level for maximizing efficiency
• Managing sales and marketing budget

Bucharest, Romania

• Main responsibilities:
• Running all marketing activities for the entire group, reporting directly to the company’s CEO
• Developing the marketing plan and reporting regularly the marketing budget status
• Coordinating the re-branding of the group in association with a London based advertising agency
• Collaborating with PR agencies to release information pertaining group’s real-estate projects
• Creating business presentations of the group achievements and future projects

Master, Marketing

Bachelor, Psychology