Nona Gorgos Email & Phone Number

Bucharest, Romania

• Consultancy in management systems (implementation, maintenance and improvement of management systems - ISO 9001, ISO 27001, ISO 20000, ISO 14000, ISO 45001);
• Audit for management systems (ISO 9001, ISO 27001, ISO 20000, ISO 14000, ISO 45001);
• Assistance in obtaining ISO certifications (process analysis, process design, specific documentation);
• Consultancy for the implementation of cybersecurity controls frameworks such as NIS, EBA, Norma 4 ASF
• Consultancy and audit for business continuity and disaster recovery
• Risk management;

Bucharest, Romania

• Manage process quality;
• Track record of successful software process development and improvement;
• Report non-compliance with defined process;
• Ensure that processes are carried out through all phases of the Software Development Lifecycle;
• Cooperate with departments in elaboration, introduction and facilitation of new processes and practices in context of various delivery streams;
• Delivering process and methodology training;

Bucharest, Romania

• Coordinate the Quality Assurance team (planning and task allocation, performance evaluation, monitoring KPIs, recruiting, training);
• Consultancy on national/international standards and regulations and internal procedures;
• Request and lead process improvement initiatives and support process owners when process changes are planned;
• Maintain and update the management systems' documentation and internal procedures (QMS);
• Coordinate the activities regarding the implementation, maintenance and improvement of the company's national and international certifications, including external audits (ISO 9001, ISO 27001, ISO 20000, ISO 14000, SA.
• Lead auditor role for internal audits on processes and international standards (planning, resource assignment, conduct interviews, verify evidence, identify nonconformities and improvement opportunities, track actions.

Bucharest, Romania

• Consultancy on national/international standards and regulations and internal procedures;
• Request and lead process improvement initiatives and support process owners when process changes are planned;
• Maintain and update the management systems' documentation and internal procedures (QMS);
• Lead auditor role for internal audits on processes and international standards (planning, resource assignment, conduct interviews, verify evidence, identify nonconformities and improvement opportunities, track actions.
• Coordinate the activities regarding the implementation, maintenance and improvement of the company's national and international certifications, including external audits (ISO 9001, ISO 27001, ISO 20000, ISO 14000, SA.
• Participate in the implementation of CMMI Dev. v1.3 (consultancy for projects, process & procedures redesign, SCAMPI-type verification audits, coordinate processes training).

Bucharest, Romania

• Conduct internal audits on processes and international standards (planning, conduct interviews, verify evidence, identify nonconformities and improvement opportunities, track actions to closure, report audit findings);
• Propose improvement suggestions and corrective actions for identified non-conformances;
• Consultancy on ISO and internal QMS requirements.

Bucharest, Romania

• Support the technicians to ensure the highest standard of customer service in accordance with company values and Service Level Agreements (SLA);
• Run day-to-day business and floor management;
• Track, analyze and report project metrics;
• Ensure internal communication within the team, through team meetings, one to ones;
• Ensure planning, schedules, breaks, code of conduct etc. are respected by team members;
• Coach and mentor team members;

Bucharest, Romania

• Build and maintain relationships between the subcontractor, company, and client and ensure quality objectives are met;
• Drive business process improvements and recommend and implement changes to operational processes and practices;
• SPOC for quality/technical issues or other concerns from the client;
• Track, analyze and report project metrics;
• Conduct Joint Management (client) meetings and project meetings and provide data used in preparation of weekly and monthly reporting;
• Respond to contractual deliverables;

Bucharest, Romania

• Conduct call and ticket monitoring and offer feedback to the agents;
• Customer complaints analysis, including feedback to the agents, and design and implement quality action plans;
• Provide soft skills and technical training to the agents;
• Coach and mentor team members;
• SPOC for the agents on difficult issues, handle very difficult calls/customers;
• Maintain constant contact with the client regarding SLAs, quality status and training;

Bucharest, Romania

• L1/L2 Technical support for project specific software applications, through inbound/outbound calls and e-mail requests (how-to questions regarding specific software and hardware, troubleshooting, upgrade.
• Escalate the problems that could not be solved to the responsible persons /departments;
• Update the knowledge base with discovered solutions.As of May 2007, I was promoted to Resource Technician, which entitled, additionally to the above responsibilities, the following:
• Deliver periodical refreshment / new products/procedures / new hire training to the agents;
• Update/prepare the training documentation and training plans;
• SPOC for the agents on difficult issues, handle very difficult calls/customers;

Erasmus, Law

Bachelor'S, Law