Serban Popescu Email & Phone Number

Bucharest, Romania

Bucharest, Romania

Accelerate the adoption of RPA & the speed for customers to realize the full value of automation:Help customers operationalize and scale RPA- Advise on COE Setup & COE maturityBring customers in touch with the right UiPath experts on the areas of Support Services / Technical Account management, Implementation Partners, Professional Services etc.Product Roadmap Evangelization (presentations, insider, private previews) & Voice of the Customer in ProductSteer customer engagement through Events (Academy Live, Customer Connects, RPA Days, Immersion Labs)Capture the pulse of the customer through Customer Satisfaction surveys and drive improvements when necessary

Global

Developing solutions and organising, planning, creating & delivering compelling proof of concept demonstrationsManaging the sales bid process by responding to RFI’s & RFP’sWorking closely with Sales to ensure successful closure of the sales processLiaising with Product Managers to provide feedback from clients about product requirements

Bucharest, Romania

Day to day management of a team including scheduling, holiday planning, performance management, productivity improvements, on/off-boardingParticipate in hiring tournaments, recruitment, testing, interviewing and candidate feedback; work with our recruiters to continuously improve the processTeam performance reporting and analysis; planning and execution of improvement plans to reach goals.Orchestrate agent training and contribute to knowledge-management, quality management and other internal improvement plansProactive improvement plans across multiple support channels - telephone, chat, support portal, email, social media support channelsContribution to new product transitions and proof of concept trials

Bucharest, Romania

Business service solution consultancy, Solution Design, IT assessments, best practices consultancy for internal and external operation teams, Service Improvement plans, Enterprise Architecture designs. Solution Management for incoming RFI, RFP / RFQ EMEA and LATAM,Designing tools and processes for automationInfluencing Practice & Solutions team strategic view and direction.IT Operations Contract Management & quality audits

Bucharest, Romania

Managing a team of 150+ analysts through 4 direct reports in IT Service Desk, Service Management, Command Center and Application management for leading CPG company (Develop and lead a diverse team of internal business teams in Romania, Poland and India with a focus on employee engagement, fostering a dynamic team culture and transforming our employees own career opportunities.)Responsible for P&L of 6 MM USD / yearDriving Lean and Six Sigma activities (Establish Lean/Six Sigma strategies and driving/monitoring methodologies / Identify, assess, facilitate, design, and coach implementation of lean methods, techniques, and procedures, including, daily management, problem solving, communication, suggestion system, and reward & recognition)

Dotted line manager for approximately 100 IT professionals of Level 2&3. Contributed to setting training and HR policies and assisted global managers with people practices in Romania.Participated in several audits as local representative for the L2&L3 teams in Romania.Participated in several sessions to promote the Services Business Unit in the DELL EMEA market.

I was managing two teams of Service Desk for US based companies. After taking over the role we improved greatly both on metrics but, more importantly, on customer satisfaction and reliability of the desks.Laid the foundation for the growth of the Service Desk in the organization by establishing best practices both in operations but also in people management and recruitment.Participated in replies to RFP's out of which two were signed deals with global customers.

Maintaining and improving customer relationships Reporting directly to customer Maintaining operations rigor Increasing project size from 10 FTE's to 60 FTE'sI managed 2 teams each of 10 people. One of the processes is at the time in a pilot phase and was planned to grow to up to 60 FTE's within one year.

Maintaining and improving the facilitiesReporting directly Romania Facility & Sourcing ManagerI managed the building and the suppliers for the respective building. During the first months we have signed contracts with suppliers for monthly maintenance on all business critical devices. Took into custody an additional level for the building. Redesigned the entire open space for customer enclosed areas and secured them through badge access. No impact on operations was reported throughout the period.

Responsibilities, AchievementsMaintaining and improving customer relationshipsReporting directly to customerMaintaining operations rigorManaging a team of 27 people.I managed a team of 27 people keeping attrition at a minimum. The team has been increased to 27 people after an original size of 20 agents. The desk has been increased base on the good operational results and on the customer centricity proven. The Net Promoter Score has improved from detractor in the original stages of the process to promoter in the last quarter.

Responsibilities, AchievementsI was responsible for:- organizing / managing a team of 12 people- providing feed-back to Client Manager and client regarding various aspects of daily business- monitoring support technicians- creating and editing the KB for the project- providing training in various aspects: procedures, KB, call-handling, etc

Responsibilities, AchievementsThe position Operations Analyst includes the following:- monitoring agents- providing feed-back to TL/Program Manager regarding quality of services delivered- providing feed-back to agents regarding their activity- conducting training sessions

Responsibilities, Achievementsresponsibilities:- providing support to Canon customers- providing support to Operations Analyst in regards to quality monitoring- creating various statistics regarding the activity of the team

Bachelor'S Degree, Physics, Ecomics

Education record