About me

Strong and determined character with expertise in telecom, non financial institutions, insurance, medical business start-ups, all across different cultures and departments (including: back office, front office, customer care, it, sales, project management, marketing).

Results oriented leader with over 8 years experience in people management, recognized for motivating people. Successfully planning and implementing business strategies.

Skilled in increasing efficiency and productivity using organizational resources and strengths: people, costs, technologies, products and services.

Work History

Work History
Aug 2012 - Present

Operational Processes Consultant

CBBG Training & Consulting SRL

Developing several project plans for customers with the following structure:

Objective design: example: Customer Service Dept. redesign in order to have a functional team in Client Service and Call Center, expected outcomes: motivated people, team spirit, attachment to the brand, optimised processes, initiative, quality work, operational efficiency.

Organisational X-ray – a process to identify strengths and weaknesses of the department in terms of system, procedures and people. Methods include job shadowing, one-to-one discussions, staff evaluation, customer centricity survey, cost analysis of the department.

Solution design and implementation – based on the previous steps, certain actions will be implemented to achieve goals.

Oct 2010 - Aug 2012

General Manager

Motivation SRL

Included commercial responsibilities and trained people to achieve commercial targets.

Part of the management team that implemented and designed the ISO 9001 procedures in order to achieve the certification.

Kept the Board members informed with organisation’s events and supervised the internal and external PR of the company.

Developed the commercial side of the business, provided strategic vision, refine and train the team to achieve targets. 

Recognized for team building skills, good connection to the people and objectivity of the situations.

Achievement: Succeeded to build sales strategies and brought teams to a level of self sustainability.

Achieved ISO 9001 certification.

Jun 2011 - Aug 2012

General Manager

Motivation Clinic

Identified the opportunity for this start-up business, put in place the business plan that was approved for a bank loan.

Created the global overview of the business by setting the back office and front office high standards delivery services.

Developing sales, online and offline marketing channels, increasing efficiency and productivity of the employees.

Achievement: Successfully put in place the start-up company, coordinating all aspects of the business.

Jan 2010 - Oct 2010

Project Manager

Aviva Life Insurance

Lean Process Project designed by Celerant

Worked closely with Celerant consultants and Danube team to provide appropriate expertise, sharing and support.

Designed together with Celerant a proposal for optimizing operational processes towards Danube.

Responsible for delivering to the consultants all the reports and overview of the processes.

Reporting directly to the CEO for the IT Core System replacement team

Managed the project for changing the core system of the company, working closely with the consultants team form CSC.

Maintained track record of every morning meetings with achievements and plans for the day/week.

Shaped reporting systems to monitor system effectiveness and help management team and sales force.

Prioritised and supervised each team tasks and running processes in order to acheive company objective.

Achievement: Successfully put in place all functions of the new business in the new core system.

Jan 2008 - Jan 2010

Operations Director

Aviva Life Insurance

Direct report to the CEO, part of Management Committee team,  dealing with both Life and Pensions businesses.

Managed day-to-day operations, including Pensions business, designed KPIs specific to each team (call center, underwriting, policy administration, claims, pensions).

Created a common capacity planning model - implemented OCR solution in order to process more accurate and efficient clients data.

Provided forecasts aligned to local and European strategy and budgets. Produced annual and three year plan.

Built the team according to the needs of the company: helped HR to recruit new specialists to have a clear view of FTE levels, train and coached direct reports.

Redesigned part of the operational processes in order to increase customer and sales force satisfaction and efficiency of each member team.

Responsible for providing supply and demand forecasts and Gap analyses to deliver service level agreements.

Achievements: Improved management and operational performance and efficiency.

Coached unexperienced people to become good managers and professionals.

Jan 2007 - Jan 2008

Client Servicing Manager

Aviva Asigurari de Viata

Trained the team to build a stronger relationship with the sales force.

Improved customer interaction with back office both in quality and time spent, redesigned CRM schema.

Build the entire operational flow for Private Pension Project in Romania. Responsible for:

  • design and print in time delivery of adhesions acts;
  • hire and train call center and back office people for Pensions company;
  • put in place a functional OCR system to instantly process the documents received;
  • set up procedures in order to handle all national logistics under my supervision;
  • motivating new team members for a high process delivery.

Achievement: over 400,000 customers acquired by Aviva, 4th place on the market.

Jun 2005 - Jan 2007

Call Center Manager/Direct Sales Manager

Cetelem IFN

Managed day-to-day activity for 5 teams and 60 people over all.

Consulted and worked closely with Risk department to acquire good profile customers.

Help recruit and hire new direct reports and Implement new KPIs.

Upgraded and improved the call center software in order to increase efficiency and generate valuable reports.

Contributed to elaborate new sales strategies and created and after sales team.

Building self-confidence in people with potential to create a recruitment resource pool.

Jun 2004 - Jun 2005

Bad Debt Collection Expert


Responsible for:

   Keeping a good relation with customers by negotiating payments agreements;

   Ensure accurate and timely generation of reporting and payments approval;

   Forecasting and budgeting the activity based on collection timelines;

   Providing support to Customer Operations to solve difficult cases;

   Communicating with legal and finance department for best solutions in special cases.

Jan 2004 - Jun 2004

Accounts Receivable Officer/Collection Officer

Maintaining a daily contact with Unicredit Bank to import customers payments.

Supervising Direct Debit service for all clients with all the banks.

Responsible for reconciliation at the end of the day for allocated line business.

Reduced duration calls with 5 sec by improving the inbound system.

Responsible for inbound, outbound calls and SMSs to customers to collect overdue amounts and negotiate payment agreements.

Dec 2000 - Jun 2003

Customer Service Representative

Responsible for a highly customer satisfaction in solving their problems and answer their questions.

Correctly perform changes on customers’ accounts according to their requests and existing procedures.


Feb 2009 - Feb 2009

Leadership Foundation Programme

Cedex, Fountainbleu, France





Natural skills

Reliable, assertive, optimistic, organised, analytical, determined, solution oriented.

Corporate Operations

Business Start-ups

Computer skills: Access, Excel, Word, Power Point



PR skills - How to promote my business

Graffiti BBDO Romania

Sales skills - How to build an agency

James M. Heidema training

Working with deadlines - Time Manager

TMI Romania

Business Presentations - High Impact Presentations

Dale Carnegie Romania