Roxana Ivanov Email & Phone Number

Cluj, Romania

Team manager and Test manager Team ManagerCoaching, training and mentoring members of the teamInvolved in the team staffing and recruitment processSetting up goals for the team, conduct performance reviews and working on improvement plans where neededDeveloping a team strategy and mentoring new team leadersMaintaining quality standards and company targetsTest manager for a Workday Global Implementation - HCMCoordinating the involved teams in meeting our testing thresholdPreparing and presenting the testing strategy based on their stage: UAT, SIT, Functional testingPreparing and conducting bootcamps/trainingsConducting and executing the Data Validation during the Data Migration stages

Worked closely with the Account team, being responsible for owning any operational client activities. Developed an operational relationship with the client, ensuring all actions, issues and projects are tracked via a Service Toolkit, and progress is communicated on regular Client service calls. Proactively worked with delivery and support teams to ensure all team members deliver to the client as per the client plan, holding delivery teams to account and regularly updating the Account Team on progress. Prepared using best practice templates information as needed for meetings such as business reviews.Proactively looked for trends in operational improvements and opportunities to increase the Clients’ service experience and maximise their NPS score.Worked closely with the other teams to create a plan and on-board new Service Managers. Provides feedback and coaches team members to achieve their maximum potential.Worked on creating and updating procedures to ensure a consistent knowledge level across the Service Managers team and other adjacent teams.

Cluj County, Romania

First line of support for HR/Payroll/Benefits client teams and their employees queries regarding Darwin - a Cloud-based Benefits Administration platform for Global clients.Managed individual performance, addressing any performance or adherence issues, and discuss them with the Team Manager.Carried out monthly one-to-one meetings, provided consistent feedback on performance, created, owned, and facilitated a career path for each team member effectively.Worked directly with the Clients and ensured that the tasks are managed within SLA and prioritized as required through the delivery of KPIs.Performed Darwin UAT testing for the new clients before launching, providing feedback and ideas of improvement to the Configuration team.Provided regular Service Reporting for the Project and Existing Clients.Worked with the Administration team in excluding some of the manual work for certain processes.Worked on troubleshooting, root-causes, and workarounds, when there were malfunctions of certain Darwin operations.Created a Lessons Learnt Log and ensured its completion after each Client Launch or Annual Enrollment where your clients are involved.Managed critical customer incidents, associated with customer communication, activities and any appropriate escalations by working directly with the Client and the Account Management team.Supported the Client Services Management team to develop the overall proposition for the Helpdesk structure and function and drive the same engagement across the team.Improved procedures, corrected faulty practices, implemented solutions for specific clients such as Cisco, Samsung, and ensured the team is growing their knowledge on them.Worked proactively in cross-functional teams, with different stakeholders, expressing my ideas in a structured way, and providing constructive feedback, if necessary.Excellent communication skills (oral and written) with an emphasis on transparency and willingness to keep all stakeholders in the loop.

Cluj County, Romania

Handle Medium to High Darwin Complexity queries.Work closely with the Team Leaders and Quality Assurance team to meet my objectives and work based on the feedback received.Working closely with the SME and Account Management team, to ensure meeting the client's expectations.Support SME with escalations and complains from the employees and ensure they are prioritized and picked up with the AM/Client where the case.Flagging and following up on discrepancies between Darwin and other sources of information used by the help-desk team, in order to deliver in time the correct details Working directly with the client's payroll department, in regards to any incorrect deductions raised by employeesWorking and preparing FAQ's and client presentation for Client Training for the help-desk teamOffering support to the Help-desk team members about information and processes relevant to our portfolio of clients. Suggest and help implement any improvements to processes and delivery to ensure productivity is maintained and efficiency met.

Cluj County, Romania

Delivering an excellent customer service experience to all Thomsons clients and employeesRespond to phone calls, email queries and help-desk work on time, and to the required high standard, respecting the SLATake ownership of queries and ensure they are completed correctlySupport peers in delivering to urgent requests and re-prioritization of work load where needed-Peak time working with other pods before the closing deadline of each ClientDelivering a high standard of quality on all help-desk tasks working to relevant deadlinesOffering support to the Help-desk team in peak periods

County Dublin, Ireland

Provide an elevate customer experience to generate a loyal clientèle. Contribute to team success by exceeding team sales goals by 40%. Recipient of multiple positive reviews acknowledging dedication to excellent customer service. Coordinate all aspects of guest services,including supply monitoring and facility maintenance. Maintain a solid knowledge base of all spa and resort products and services. Prepare first time guests over the phone for their selected services. Monitor and record client progress in response to therapy. Manage a high-volume case load and organize the daily schedules of patients. Train and orient new body therapists

Dublin Ireland

Apply finger and hand pressure to specific points of the body.Assess clients' soft tissue condition, joint quality and function, muscle strength, and range of motion.Confer with clients about their medical histories and any problems with stress and/or pain in order to determine whether massage would be helpful.Develop and propose client treatment plans that specify which types of massage are to be used.Massage and knead the muscles and soft tissues of the human body in order to provide courses of treatment for medical conditions and injuries or wellness maintenance.Prepare and blend oils and apply the blends to client’s skin.

Romania

Discuss with clients regarding their medical histories and problemsDevelop and suggest client healing plans that state which types of massage are to be usedRefer clients to other therapists when is essentialProviding guests with the highest standards of body care attentionMeeting and greeting customers when they arriveKeeping the high standard of hygiene, cleanliness and tidinessCharging customers and taking payment from themGiving aftercare advice on treatments and skincare mattersMarketing the beauty salon by actively organizing promotional