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Work experience

Mar 2014Present

Customer Service Manager

Avangate BV

Responsible for elaborating the department's Customer Service strategy in accordance to the company's values and targets. I manage all Customer Service Operations (setting up and monitoring service levels, forecasting staff and incidents volumes, cost control and efficiency). My key accomplishments are:

  • Setting up the Customer Service Department from scratch. 
  • I enhanced customer satisfaction and established higher quality standards by designing a quality assurance program
  • Increased efficiency and cut down costs by implementing self-service and various automations
  • I am mostly proud of the team I built - united, strong and performing. I am supporter of creativity, independence and empowerment
Feb 2011Mar 2014

Risk Analyst

Avangate BV

Online risk assessment - review online orders coming through the eCommerce platform and establishing their fraud risk

Mar 2009Aug 2011

Shift Supervisor

Nobel Ltd.

Supervised all the shift's activities to make sure that the operational KPIs of the Customer Service team were met (from monitoring queues and checking attendance to offering assistance to the agents)

Feb 2007Mar 2009

Customer Service Agent & Processing Support

Nobel Ltd.

Offer phone, email and chat assistance to Nobel customers

Education

Aug 2015Present

Faculty of Sociology and Social Work

University of Bucharest

Bachelor Degree Studies

20082010

Human Resources Management

Bucharest University of Economic Studies

Master's Degree

20042008

International Relations. European Studies

University of Bucharest

Bachelor Degree

Skills

English
French
Microsoft Office (Excel, Power Point

Hobbies

Reading

Yoga & fitness

DYI & Crafts