Samek Adela Email & Phone Number

Bucureşti, România

Working in collaboration with senior Operationsleadership and relevant external and internalstakeholders to achieve shared goals andoperational excellence under demandingtimelines for contractors.Coordinating communicationbetween Client Success, Operations, andContractors regarding projects to be handledby contractors.Assisting on capacity updates toOperations by facilitating the regulargathering of capacity information fromcontractors.Collecting and collating contractorfeedback and scheduling and preparingmaterials for quarterly reviews on quality ofwork with capacity contractors.Collaborating with Operations totrack high-need languages or jurisdictionsthat could be supplemented by Exiger’scontractor network.

Irlanda

First point of contact for external lawyers, Alternative Dispute Resolution bodies, National Enforcement Bodies across EuropeTrain and oversee workings of the legal team (20+) in their day to day jobQA monitoring Volume/ staff forecastOversee legal invoicing approval process for ADR bodies and lawyers Managing the absence/timekeeping for the team in Dublin and MadridCompleting monthly 1:1 meetings with the teamRecommend new and/or improved, standard operating procedures that support the legal staff’s effective execution of their day to day jobEvaluate the impact of upcoming policy/product/process changes on the Operation and support on the creation of action plans to implement these changes effectively – taking part of building and implementing new CRM systemCommunicate regularly with key business stakeholders – including daily, weekly, monthly and quarterly business reporting against the department scorecardContinuous monitoring and assessment of the Operational performance scorecard, and driving analytical insights around impacts from people, processes and policies

Irlanda

Logging and distributing new court, Regulator and ADR claimsValidating invoices for legal fees incurred from all jurisdictions along with customer payment invoicesMonitoring the team workload and performance by way of weekly reportsProviding support to the Customer Service Solicitor allowing the team to operate with optimum efficiencyTraining new staff and ensuring all legal training materials are updated according to any changes in policy/lawLiaising with external lawyers as well as Management and DirectorsGood knowledge of EU261 regulation, National enforcement bodies, European litigation for customer claims, ADR bodies

Irlanda

Responding to a wide variety of customer complaints and queries and processing payments of refunds and compensation under EU261 RegulationProcessing new and ongoing court cases, preparing court case summaries, defenses, collaborating with lawyers across Europe

Bucureşti, România

Managing a team of 20 agents and assisting in their day to day jobQuality assurance for the team and weekly calls with our customer to ensure that the highest standards are met in terms of QA, forecastTrain new staffDaily, weekly reporting

Bucureşti, România

Customer Service, Ticketing Agent, Technical Support, and Special AssistanceThe major responsibilities were handling calls/chats, offering a suitable solution for the customers Written response to a wide variety of customer complaints and queries, in accordance with the client’s internal policies and EU Regulation