Oana Dragan Email and Phone Number

• Taking full responsibility for customer experience by managing the end-to-end shipment and issues resolution process in compliance with all company procedures and regulatory requirements for Import areas;• Acting as a primary point of contact for customers, being the Customer advocate internally in Maersk;• Being fully responsible for customer satisfaction, owning, managing all customer facing activities;• Ensuring smooth execution of the whole shipment lifecycle, by working closely with customers and internal support groups to achieve customer satisfaction goals through pro-active resolution, handling and issue resolution ownership;• Working actively with other departments and Maersk offices in other regions whenever necessary;• Monitoring agreed service levels, and identify root cause when targets are not met, advise management of potential service failures and / or trends.

• Organizes Sea freight & Airfreight shipments (Import & Export) in order to maintain efficient supply chain for clients;• Manage relationship with airlines/ maritime lines, agents and local partners;• Develop clients and carrier portfolio of the company;• Daily management and coordination of shipments and permanent communication with clients and agents;• Proactive identify problems and swiftly implement the appropriate solutions;• Re-route freight as needed to meet demands and minimize costs;• Provide support to other Logistics teams as needed and interact with other departments to respond to their needs.

• Leads the Customer Service and acts as a support for all the activity of the center as an important element of the overall financial success of the location. Assist the Center Manager in supporting customer relationships to provide technical, product and operational advice regarding center activity and works closely with him to ensure that services provided to the customers are of the highest quality;• Provide support for sales activities and act as primary back up of the Center Manager. Works with the sales team on customer retention and proactively drive and promote upselling of the services that can be provided as cross sell to the customers;• Manage staff resources effectively and ensure customer services activity is focused, professional, informed and efficient. Examine whether there is a better way to divide duties in the Center to optimize the performance of the location while still maintaining key controls;• Responsible for Cost Management, assures to achieve the Center financial plan through effective expense management: in partnership with the Center Manager, follows the administrative cost based of the location (staff resources, stationery, property management, keep track of consumption).;• Responsible for Collection, Roll rate and NPS Scores for the Center: follows the collection procedures in order maintain a minimum roll rate and to resolve any bad debt situation. Works to increase both the scores and the response rate at Customer Surveys;• Maintains Center Standards as per Regus International planogram and standards: set offices, check dress code and keep everything in place in order to get good audit rates.

For Consumer, Corporate & Preferred Banking Division• Organizes and supervises activities on a daily basis in all Branch Client Services Areas: Account Services, Cash Area, Domestic and International Payments, Consumer & Corporate Operations, Receivable Purchase;• Coordination of cash activity in Branch: verification of all reports according to the internal procedures and NBR requirements; key and/ or safe code holder; daily verification of physical cash, solves any problem / inquiry related to operations that occur within Branch;• HR Responsibilities for supervised staff: provides schedules for training & cross training for operations staff; organizes and reconciles holiday schedules, forward planning of staff needs related to volume growth; • Assist the Branch Manager in supporting corporate relationships to provide technical, product and operational advice regarding branch corporate banking activity and products; • Proactively drive & promote retail sales targets through teller & account services functions;• Develop processes to provide the branch sales teams with customer leads and work with sales teams on customer retention & cross sell initiatives;• Deliver specific agreed support services for the sales areas in consumer and commercial: account opening, financial spreading, audit letters, L/G & L/C issuance support, credit applications for individuals etc.• AUTHORITY: Position Cathegory (Execution/ Managerial): Managerial Supervised staff: 15 Signature rights Type: A.

For Consumer Division & Preferred Banking Division

For Consumer Division