Diana Jingan

  • Bucharest Romania
  • 0726123134
  • diana_claudia2000@yahoo.com
Diana Jingan

Team Leader Customer Service for Consumer Market

Summary

In six years of experience in Customer Operations I developed leadership skills from managing teams of 20 to 25 agents. During this time I have done project management, I've recruited, I delivered trainings, I was fully responsable of my team’s performance management and I recommend quarterly performance ratings , biannual and annual during the Perfomance Dialog

Work History

Work History
Sep 2013 - Present

Team Leader Customer Service for Consumer Market 

Vodafone SA

- As a Team Leader I lead a 23 employees team in the company’s spirit and values and I am assuring that my people are always motivated enough and envolved in what they do so they can acheive monthly objectives as sales, quality and effieciency.

- I manage various projects in order to achieve departments targets
- I recruit the right people and make sure I give them all the information and support they need to shorten the learning curve and to perform internal standards through regular feedback and coaching
- I’m fully responsable of my team’s performance management.
- I recommend quarterly performance ratings , biannual and annual during the Perfomance Dialog
- I make sure that all consultants are trained in the following areas : consultative selling and retention tactics , policies, procedures and rules
- I organize and distribute human resources in the workplace and monitor daily activity ; I measure and report on progress in achieving the objectives and the results of team

Jul 2010 - Sep 2013

Maternity leave

Home
Nov 2009 - Jul 2010

Team Leader Loyalty

Vodafone SA

For almost 2 montsh I had a team with 20 consultants who treated residential customers and form January 2010 I lead a team who treated the requests of business customers.

Main responsabilities:

- Managing a 20 employees team to acheive monthly company’s goals of sales and retention.
- Recruite my own team members
- Performance management in my team according with the company values
- Solving the customer's cpmplaints in a very polite maner and keeping under control the customer's churn with specifics actions
- Improving customer's experience in our network.

Feb 2008 - Nov 2009

Team Leader Customer Service for Consumer Market

Vodafone SA

For almost 5 month I lead a 20 consultants team and from July 2008 I implemented a pilot of a new retention structure in the department. I pilotated in my team both inbound and outbound activities. This pilot was ment to maximize customer’s retention percent and costs efficiency. It was a succesfull pilot and the decision was to go on with this new activity and to separate the retention from sales in the department. 

My acheivments were besides the success of the pilot, the fact that  almost 80% of my team became specialists in retention and made a step in their careers and went in the Loyalty Department.

Nov 2006 - Feb 2008

Loyalty Specialist

Vodafone SA

From November 2006 untill February 2007 I was treating residential customers and from February 2007 for one year I was responsable of treating business customers. The main responsabilities were:

- Retaining the residential customers who wanted to resign the contract with Vodafone and offering them the best solution for them to remain in our network
- Account Management
- Solving written and verbal complanits

Jan 2006 - Nov 2006

Consultant Customer Service for Consumer Market

Vodafone SA

Education

Education
Oct 2007 - Jul 2009

Master  degree

Faculty of Communication from National School of Political and Administrative Science

The Master was Comunication Management and Human Resources. My dissertation work was "Causes of conflicts in organizations and management methods from managerial perspective"

Oct 2001 - Jul 2005

University degree

National School of Political and Administrative Science

Faculty of Public Administration. 

Projects

  • Vodafone Service - I was part of a Six Sigma process, represanting the Customer Care Department in reducing the volumes of complaints for service services.
  • Retention - I implemented a pilot of a new retention structure in the department. I pilotated in my team both inbound and outbound activities. This pilot was ment to maximize customer’s retention percent and costs efficiency. It was a succesfull pilot and the decision was to go on with this new activity and to separate the retention from sales in the department.

    My acheivments were besides the success of the pilot, the fact that almost 80% of my team became specialists in retention and made a step in their careers and went in the Loyalty Department.

  • Fit4Performance - Through this project we wanted to hierarchy the agents looking at their results and their age in the company.

Certifications

Certifications
May 2014 - May 2014

Process Comunication Management 

Paul Olteanu
Jan 2014 - Jan 2014

Coaching

Alis Anagnostakis
Feb 2008 - Nov 2009

Situational Leadership

Human Invest
Feb 2008 - Nov 2009

Drive by Results

Ascendis
Feb 2008 - Nov 2009

Be a Double Bagger and A Complaint is a Gift

TMI
Feb 2008 - Nov 2009

Time Management, Change management and Giving and receiving feedback

Vodafone

Skills

Skills

Project Management

Coaching and feedback

Computer skills

Working under pressure and Stress resistence

Time management

Team player

Fluency in communication