Robert Petrescu Email and Phone Number

Main objectives:1. Strategy Development and Implementation: - Create and execute plans to improve customer experience. - Develop policies and procedures to ensure a high-quality, consistent customer experience.2. Customer Feedback Analysis: - Collect and analyze feedback from various sources (surveys, reviews, direct interactions). - Identify trends and problem areas to implement appropriate solutions.3. Internal Collaboration: - Work closely with sales, customer support, marketing, and product development teams. - Organize training sessions to enhance employee interactions with customers.4. Performance Monitoring: - Establish and track key performance indicators (KPIs) related to customer experience. - Regularly report progress and results to management.5. Complaint Management: - Oversee the complaint resolution process to ensure prompt and satisfactory outcomes. - Implement corrective and preventive measures to avoid recurrence of issues.

Commercial Projects:-Launch with CEX team a NPS monitoring tool in alignment with DT Group requirements;-Owner of Facebook Insights for Telekom Romania, working closely with DeutscheTelekom team. Estimating, monitoring and managing the budget and resources;monitoring trends, performing complex business analysis and interpretation tosupport the main key business indicators;-Overseeing a group of marketing & insights projects simultaneously and tracking thesuccess of that selection of projects against company goals like sales growth orcustomer retention, such as: Cash for Growth, Customer Journey and Customerexperience;-Working on specific tasks to drive the projects forward, analyzing and reporting dataregarding each campaign to ensure the marketing projects are helping the companyreach its broader targets and objectives;- Constant collaboration with project management office team, on regular projectstatus updates, issues, risks;- Working alongside the Customer Experience & Marketing Insights Leaders to createand improve the company’s strategy and client's journey.Technical Projects:-Conducting, analyzing and segmenting market data on clients, prospects andcompetitors;-Work with technical departments to expand, change or adapt the existingtroubleshooting flows that are being used in to handle the technical issues of theexternal clients.

Coordinating a call center team ( ~120 FTEs):-Assuring the contact with the temporary agencies for hiring, employee contracts,billing and support for payments when needed;-Estimating, monitoring and managing the budget and resources;-Organizing activities, defining and monitoring the performance of the team;-Creating and initiating alerts to the management of decreasing KPIs;-Creating and maintaining training materials and bios for technical call centers teams.Ensuring that updated materials are added to relevant sources;Activities with direct impact in the coordinated project:-Supporting the development of new business proposals, and presentations, actingas the primary contact for the group/team and executing on projects utilizing thetechnical and business knowledge as appropriate.-Attending and participating in meetings with assigned practices/teams to create,implement and to monitor the progress on business development goals;-Working with technical departments to ensure the collaboration for a proper End toEnd flow in order to handle the technical issues of the external clients and improvetheir experience-Providing assistance and support on other practice/team/firm projects as requestedby managers;

-Coordinating a team of 14 FTEs;-Explaining the annual KPIs to the team and ensuring an ongoing feedback in orderto achieve the goals;-Explaining training materials and ensuring the team understood and applied all theinformation needed in order to solve the technical problems;-Monitoring the team activities and verifying the quality of their work in order toprovide the expected results;-Collaborating with cross functional departments (eg: Save Desk, Complains Dep,Product Management, Commercial, Social Media, Dispatching) in order to be up todate with the company’s strategy, procedures and products and to deliver qualitysolutions for our customers.

-Assuring technical support for both Business and non Business Telekom clients forInternet, TV and Voice, applying the specialized knowledge in order to respond totheir requests and to solve them within a proper timeframe;-Solving exceptional cases received from the field technical department and otherentities;-Permanent monitoring of requests coming through the online contact environment;

-Monitoring the existing offers in the market of the competitors, verifying andimproving the commercial offer of the company;-Creating personalized offers in order to meet customer needs;-Retaining existing clients with improved offers and also bringing new clients to thecompany;-Maintaining a good relation with the customers and being aware of their specificneeds;-Always achieving the established targets;

-Closing contracts with marketing and advertising companies in order to promote theoffers;-Adding new offers into the company's portfolio;-Presenting to potential buyers new offers on the real estate market, in order tosatisfy their needs and mediating the sales process;-Always achieving and over achieving the monthly target;

-Managing a portfolio of 500k EUR for the existing clients;-Bringing new clients to the company;-Ensuring a good collaboration with the actual customers and also with the potentialones;-Achieving every month target;