Robert Munteanu Email & Phone Number

Bucharest, Romania

Bucharest, Romania

- managing a team of 15-20 FTEs whose duties include providing customer service and submitting orders via chat, messaging and ticketing.- coordinating tasks and tailoring customer resolutions with subject matter experts.- monitoring and reporting individual and team-level performances through side-by-side sessions and focus groups.- actively monitoring customer-representative interactions to determine efficient strategies in driving team performance.- assimilating and prioritizing workload to meet project service limit agreements.- consistent consultations with the direct manager to seek better solutions for team engagement and reporting.- reporting project level activities through meetings with site manager and program manager from US-based client.- implementing work force management through staffing reports and planning.- analyzing KPI data throurgh QlikSense and Tableau platforms.

Bucharest, Romania

Bucharest, Romania

- managing a team of 15 FTEs including a senior representative with subject matter expert duties.- monitoring and reporting individual and team-level performances through side-by-side sessions and focus groups.- constantly collaborating with department-level subject matter experts for key performance indicators reporting and quality check.- actively monitoring customer-representative interactions to determine efficient strategies in driving team performance.- assimilating and prioritizing workload to meet project service limit agreements.- consistent consultations with the direct manager to seek better solutions for team engagement and reporting.- reporting project level activities through meetings with site manager and program manager from US-based client.- implementing on-boarding sessions for new hires and assisting recruiting processes.- organizing Microsoft Excel and PowerPoint workshops with involved peers.

Bucharest, Romania

- monitoring customer-representative interactions and promoting customer satisfaction to front-end level of performance.- delivering coaching sessions to a back-office team of 30-40 representative through constant and efficient collaboration with a management team of 5 team leads.- establishing trends in the performance of each representative and reporting data for team-lead coaching delivery.- organizing workshops and focus groups to promote customer satisfaction and sharing best practice interactions; and retraining sessions for outlier performers.

Bucharest, Romania

- investigating customer and sale representative interactions to determine resolutions for customer claims.- driving customer satisfaction and mitigation of company revenue through in-depth account analysis.- collecting information through various logistics and inventory fulfillment tools to process post-fulfillment customer orders.

Bucharest, Romania

- consulting and protecting existing customers from fraudulent activity and identity theft- investigating customer profiles and collecting payments for order submission to warehouse fulfillment

Bucharest, Romania

Bucharest, Romania

Communication And Media Studies

Communication And Media Studies

Foreign Languages, Literatures, And Linguistics

Mathematics And Computer Science