Mihaela Țolea Email & Phone Number

Bucharest, Romania

Coordinating initiatives and actions to improve customer experience in all touchpointsCreating and adapting CX strategy to best meet customer expectations captured through NPS and CSS surveys

Bucharest, Romania

• Managing 3 teams, with over 50 indirect reports in operational department and customer care department• Orchestrating inter-departmental connection framework• Overview of the UX roadmap

Bucharest, Romania

• Starting Customer Care department from day one;• Develop the team and creating new roles to meet business needs;• Analyze all daily activities and implement relevant KPIs;• Focus on process improvements to quickly adapt all new challanges

Bucharest, Romania

Reporting to Manger I was responsible for:• Performance Management: provide constant evaluation for email and web chat interactions for my team, of approximately 15 consultants, who provide voice and online support for business customers;assist them through coaching and taking the appropriate measures when it comes to low performance and/ or other issues that come against company policies, procedures and code of conduct;• Training & Development - Delivering training sessions for new and experienced employees-'Induction' and 'Smart Communication; toghether with each team memeber establishing a professional development plan according to organizational capabilities needed and individual development perspective.• Operational Excellence: Monitoring both voice and online activity from our customers, making rapid decisions in order to sustain our service levels and to improve customer experience;creating and implementing plans for increasing the customer’s experience when interacting with the agents from the call center, measured through Customer Satisfaction Survey;acting as first escalation level and solving all difficult service issues escalated from staff following company policy.Lead for night shift activities.• Talent acquisition: participating in the recruiting process, holding interview selection every 2 months, developing new methods that best fit the new generation of candidates.

Bucuresti

Reporting to Manager I was responsible for:• Performance Management: managing a team of approximately 15 consultants, who provide voice support for business customers; Evaluating and developing team members through remote and side by side call quality monitoring;Ensuring internal communication within the team, holding team meetings, keeping team up-to-date with changes that affect them;• Recruiting new team members, collaborating with recruitment agencies in organizing and sustaining interviews; • Process Improvement: communicating with operational readiness department to improve existing flows for customers to increase customer satisfaction , measured through NPS.

Bucharest, Romania

Reporting to Manager I acted as a single point of contact for Strategic Customers, my responsibilities were:• Customer Experience : delivering an excellent customer experience by communicating and cooperating with internal departments in order to provide personalized assistance; Develop and grow a long term business partnership;• Account management: verify and implement the contracts signed with the customers;support for the Sales Department

Reporting to Manager I acted as a point of contact for major account comapanies and direct sales, my responsibilities were: • Account management: offer personalize solutions to high value customers (managing reports, support for applications); • Process Improvement: provide constant feedback to team leaders and project managers in order to improve customer satisfaction;

Bucharest, Romania

Reporting to Manager I was responsible for interacting with customers who wish to terminate their contract with the company and win their trust back by analyzing each specific situation and personalize their current offer;•Negotiation: for both residential and corporate customers, I negociated in a professional manner so as to win long time loyalty and achieve company retention objectives;Renegotiate on going contracts for companies faced with financial difficulties;• Customer Experience: proactive campaigns meant to encourage customers to use the products they need and redesign their current portfolio;•Answering to written complaints :answering to written complaints after consulting with necessary departments such as: technical, legal, marketing.

Brasov County, Romania

-Handling incoming calls from internal and external customers in a polite and efficient manner;-Provide necessary information service to existing or potential customers by responding to inquiries about the company products,campaigns, services, pricing, and contract issues;- Sell and upsell Vodafone services that best fit customer needs;-Operating their requests in a quick and satisfactory manner (billing system);-Recognizes problem areas and report to supervisor.

Master Of Business Administration - Mba

Communication And Public Relations Studies

Bachelor Of Arts (Ba), English-Romanian

Education record

'Process Communication Model', Kahler Communication-delivered by Paul Olteanu 'Situational Leadership'-Ken Blanchard,delivered by Cornel.