Simona Cohn Email & Phone Number

Romania

Romania

Responsabilities:- Managing the day to day operations with a team of Data Associates, Sr.Associates and Data Specialists;- Team performance management and development through performance metrics monitoring, training, feedback and coaching on an ongoing basis;- Weekly/monthly metrics tracking and process reviewing with internal and external stakeholders across time zones;- Capacity planning and commitment to volume through resources, queue, shifts, cross trainings and leaves management;- Managing the work prioritization and delivery based on business needs;- Ensuring high quality delivery under tight deadlines;- Initiating and leading process improvement and people development projects and implementing them to other applicable/in-scope operational areas;- Maximizing productivity and process efficiency through process standardization, process documentation, supervision and performance feedback on a periodic basis.

Bucharest, Romania

Responsibilities:- Managing a team of 120 contingent workers: contract extensions, terminations or transfers, onboarding of new hires, performance evaluation, development plans, training enrollments, team & one-to-one meetings, cash awards, salary reviews, etc;- Direct point of contact for the Client’s Managers / Supervisors / Team Leads;- Acting as liaison and escalation point between the Customer and the Contractor's core team;- Stakeholder Management;- Talent search & development;- Opening new jobs based on customer demand;- Interviewing and hiring;- Handling the internal communication with regards to my managed teams;- Implementing improvement plans based on Employee Satisfaction Survey results;- Supporting HR processes where applicable (Language Allowance, Travel, Extended Benefit Package, e.o.)- Creating staffing reports based on customer needs;- Dispute management;

Bucharest, Romania

Responsibilities:- Managing the daily operations for all the subordinated Departments (Call Center, Billing, Reporting, Cards, Complaints, Bancassurance);- Analyzing, testing and implementing all projects that had direct or indirect impact in the Operations Department;- Preparing the necessary projects documentation;- Coordinating the project teams;- Managing the insurance portfolio;- Managing the relationship with the insurance company (stakeholder engagement);- Keeping the insurance documentation up-to-date and in accordance with legal demands and changes;- Preparing and checking the accounting notes;- Managing the Customer Retention Team (direct Manager of the team)- Day-to-day monitoring and managing of the subordinated team's performance and KPIs- Creating the operational procedures for the new work-flows;- Training, coaching and mentoring the team coordinators.Achievements:- Implemented a change in the insurance contract that brought the Company over 80% savings in the Unique Insurance Premium section of the portfolio;- Successfully closed the Cards portfolio without losing the revenue coming from future installments;- Implemented a new bonus system that increased motivation and Call Center employee retention by over 50%.

Bucharest, Romania

Responsibilities:- Training and supervision of the subordinated staff;- Monthly and yearly evaluation of my team members;- Ensuring the internal communication between the front office and back office departments;- Up-dating the internal procedures, work flows and applications; - Supervision and resolution of customer complaints- Providing support and counseling to partners and customers related to credit contract documents, procedures and operational flows- Managing the received e-mails from our agents and partners and from the company's website Achievements: - Designed and delivered an Operational Training to our Sales Department Branch Managers that improved the efficiency of the collaboration between the front office and the back office departments by 70%. - My team was constantly the top performing team from the Call Center.

Bucharest, Romania

Responsibilities:- Recruitment and management of the Call Center Agents across 3 different departments;- Monitoring and control of the budget;- Up-dating the operational flows and procedures;- Performance management for the subordinated staff;- Managing the implementation of all changes related to the departments' structure, tools, operational work flows and procedures.Achievements:- Successfully managed the unmerging of the Consumer Finance, Leasing and Mortgage business lines upon company ownership change and new business strategy as a result.

Bucharest, Romania

Responsibilities:- Insurance contracts brokering;- Recruitment of new customers and new contributors;- Managing the existing clients and agents;- Managing the special regime documents;- Computer Operation ( IRIS software);- Proceeds of due installments;- Renewal of insurance and collaboration contracts;- Trainning the new agents and contributors;- Drawing of internal documents (invoices, returns, etc.).Achievements:- Negotiated and successfully closed the deal on 3 new contracts for the insurance of 3 car parks;- Recruited and signed contracts with 20 new insurance agents;

Sinaia, Romania

Responsibilities:- Coordinating the activities of both the agency and its subordinate direct agents and collaborators;- Contacting potential clients in order to conclude insurance contracts and/or financial programs;- Training new insurance agents and collaborators;- Managing documents with special regime;- Office administration, cashier, basic accounting and computer operator activities.

Executive Mba, Business, Management, Marketing, And Related Support Services, Executive Master

Bachelor'S Degree, English Language And Literature/Letters

Baccalaureate, Foreign Languages And Literatures, General