Nicoleta Ralea Email & Phone Number

Bucharest, Romania

Coordinating the effort of 8 members support team to ensure the interface between branches and other corporate/retail business entities for the operational support related to banking transactions/operations, liabilities and loan products.Creation of performance reports, deep-dive analysis of skill in support of customized analyst development action plan.Analyzing and reporting root causes of support monthly in order to propose solutions and plans to eliminate FQA and to create better processes, workflow efficiency and learning path for branches.Monitoring processing error, analyzing and imposing corrective measures to mitigate operational risks.Achiving all assigned targets including calls/requests answer rate, SLA, internal customer satisfaction and team productivity.Managing the implementation of system developments according to business requirements.Developed and implemented an internal support chatbot to automate and streamline employee assistance within the organization for business processes.Integrated with various internal systems and APIs to provide real-time responses and actions.Ensured a seamless user experience by continuously improving NLP (Natural Language Processing) models and training the bot for accuracy.Collaborated with cross-functional teams to understand business requirements and optimize chatbot performance.Achieved a significant reduction in response time and improved overall employee satisfaction with internal support services.

Bucharest, Romania

Investigation, analyzing and solving complaints from customers, related to the operations of retail and corporate clients received on different channels / enities, providing views on complaints received from the NBR, ANPC, investigation of complex incidents, identifying possible processing errors and disposing corrections to be made.Clarification and analysis of data, which require a high degree of expertise for requests received Legal/ Fraud Prevention Division.Disposing of possible corrections needed to solve complex complaints /incidents, as appropriate, for operational cases related to transactions and liabilities.Reporting and monitoring of the processing errors of BCR, centralizing the data necessary to prepare the KPI report for the Group.Providing statistics for the USD and Cisco application activity, analysts performance, SLA, dashboard reportings for management.Informing business entities about new flows, processes and procedures or any other urgent issues with operational impact.Develop and update internal regulations for Helpdesk, Liabilities Corrections, Complaints and Monitoring activities.

Bucharest, Romania

Managing the activity and the workflow in the Branch within the tasks established together with the Bank Management, considering the compliance with legal regulations and internal policies, norms and procedures. Ensuring proper and secure use of the Branch patrimony. Assuming and be responsible for achieving the sales objectives of all products offered by the Bank, as established in the individual evaluation form. Permanently following the customer portfolio development as well as its maintenance according to the Bank’s strategy and objectives. Identifies and approach reference groups, creating and promoting a positive attitude towards the Bank and its products. Identifies market segments to be considered as a target for the Branch.Supervising the Branch audit and undertakes the internal controls at the Branch level.

Bucharest, Romania

Provides attracting and retaining customers by offering advice and services of the bank's quality standards. Track and action in order to achieve individual and unit goals. Tasks and objectives, conforming to legal regulations and internal. Increasing number of customers through a sales process well tuned and personal involvement. Portofolio penetration in order to activate or reactivate inactive customers. Proactive assurance of financial solutions tailored to their loyal customers and needs. Maintaining a personal interaction with customers by post sales.

Bucharest, Romania

Bucharest, Romania

Master'S Degree, Management And Rural Development

Bachelor Of Engineering (B.E.), Engineering/Industrial Management

Education record