Mircea Maximov Email & Phone Number

Metropolregion München

Metropolregion München

Würzburg Und Umgebung, Deutschland

Managing a team of 3 Coaches, 2 Trainers and 6 Back Office agents as well as 7 operative agentsResponsible for theCustomer Service training needs, trainings and agents development plansCoordinate the Quality Team nationally and internationally to ensure the reaching of business KPI's in terms of quality and training needsCreated a new CSC Quality Strategy in terms of Coaching and Training together with the external Quality Advisor Bolzhauser AG.Responsible for the new process and procedures implementations in the CSC Created a new induction training (level based) for the customer service, for the external partner Exciting AG and the external German speaking site Managing the Social Media review portals (Uberall, Facebook, TrustedShops and TrustPilot)Created a new recruitment process for the CSCInvolved in the HR recruitment process for new agentsProject Coordinator of the Knowlidge Database SABIO in the CSC Part Project Coordinator of Salesforce and Talkdesk in the CSCCo-Manager in building two external Customer Service as support for our primary one

- Overseeing daily performance of program specific call center staff (Operations and Quality of more than100 employees) for the world largest online retail company. - Directly coordinated the work of 6 Team Leader and 7 Coaches and Trainer (both Retail & Digital)- Evaluation of daily key performance indicators (KPIs), -Implementing action/ developing plans with the Operation Manager and the Quality Manager. -Maintaining a regular alignment with Account Management for site specific implementation- Effectively managing of cost per incident and internal budget objectives- Responsible for ensuring appropriate headcount numbers / overhead – agent ratios.- Managing, motivating and developing all direct reports and their subordinates

- Managing, training and developing directly of two teams 8 and 5 of Coaches and Trainers in two Service Centers in Romania (Sibiu and Brasov). - Planning, coordinating and supporting Training and Quality across operational requirements. - Ensuring consistency, in line with corporate standards. Ensuring all contractual and site qualitative SLA’s are met. - Building positive and effective business relationships with the Site Managers and Team Leaders.- Conducting Training Needs Analysis requirements and ensure personnel acts on the findings and closes determined gaps. - Working with Leading Managers to develop Training & Quality Concept for new product, campaigns and new client’s implementations. - Ensuring training records / minimum-skills matrix, that all staff has the necessary skills and knowledge to provide the highest standards of customer care.

Cluj County, Romania

- Creating and maintaining HR SSO quality control standards and methodology. - Supplementing the Team Manager in monitoring of agent soft and hard skills.- Monitoring daily/ weekly progress of agents and creating relevant reports to Operation Manager. - Providing timely monitoring feedback/results to support agents. - Conducting case correcting calibrations; building internal cross checks to ensure data consistency. - Creating and maintaining a repository of internal monitoring results and feedback. - Performing country/ team and process specific reports to Operation Manager and Team Leaders. - Identifying and delivering quality related training needs.

Cluj County, Romania

- Transitioning of the Training Needs Analysis Project from Germany, Austria and Switzerland to Cluj SSC Office. - Including Process Maps, Procedures and training team of 6 staff. - Preparing a training delivery chart for the D/AU/CH - region for over 10.000 employees from 9 different sites. - Assuring transportation, accommodation and training facilities for employees during training periods - Ensuring that all updates on orders are communicated in a clear, effective and timely manner to Managers and Operation Directors. - Preparing the documentation for the process and training staff in ramp up period (November-December 2011). - Set up the workflow and the work distribution in the team.*project based

Cluj County, Romania

- Transitioning and leading the Project GenneXt from Frankfurt - Germany to Cluj Office. - Working closely with the customer, in agreeing a delivery plan from the outset for the new Service Center in Cluj. - Management, training and development of a team – 6 staff. - Preparing process maps, work instruction and training - Setting and implementing strategies for reaching KPI. - Preparing reports for Operations Manager and Sites Managers. - Dealing with attendance sheets, holiday planning and motivational feedbacks with team members.- Involved in the recruitment process: language tests, group discussions and final decision.

Cluj Napoca

- Dealing with new accounts, credit hold, collection and cash application processes. - Preparing the accounts receivable process maps, work instruction and training team for the Swiss department for the SSC Cluj Office. - Processing Accounts Receivable transactions in a timely manner. - Processing supplier invoices in accordance with internal authorization procedures. - Allocating payments to the system and bank reconciliation. - Preparation of daily balance sheets. - Planning, monitoring the inbound calls together with Team Leader and Operation Manager. - Preparing daily and weekly team reports.

Münster Area, Germany

Online Tourism Agency