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Executive Summary

Accomplished, client-focused professional with over 11 years of experience delivering excellence in the management of processes, procedures and personnel within contact center environments. Demonstrated ability to ensure high levels of customer service, interpreting needs and matching with services and solutions to best address to customized client requirements.  Highly efficient in analyzing and researching complex data and information to ensure contractual and regulatory requirements are met. Expertise in effectively training employees on new products/services, procedures and systems. Possess extensive experience in call center operations and providing leadership to teams in the delivery of high standards of customer service and the delivery of established objectives and KPIs. Highlights include: 

  • Lead team to achieve  the desired quality increase within the desired time-frame (Net Promoter Score increase from 0% to 40%)
  • Organized and scheduled staff assignments to ensure efficiency in budget management and the completion of tasks within agreed time frames while maintaining high standards of quality.
  • Effective management of forecasting, staffing, working patterns and the provision of efficient schedules for agents that meet both employee and business needs.
  • Skilled in evaluating employee performance and procedural efficiencies to identify opportunities for development
  • Experienced in generating reports pertaining to operations activities and presenting findings and recommendations to senior management.

Core Competencies

  • Team Management
  • Data Analysis
  • Training & Development
  • Process Improvement
  • Change Management
  • Call Center Operations
  • Reporting and Analysis
  • Business Analysis
  • Customer Service
  • Scheduling and Organization
  • Communication
  • Teamwork & Supervision

Professional Experience

2014-07Present

Project Manager

Webhelp Romania

Technical project

Structure:
4 Team Leaders
4 Lead agents/support
1 Quality analyst
70+ Agents

Main responsibilities:
• Establish project plan baseline: define project scope, secure the necessary resources and plans and monitor all activities
• Drive project execution: track project activities, monitor and handle changes, conflicts and escalations
• Manage project finance: ensure financial system monitoring
• Managing day-to-day operational aspects of the project
• Build a collaborative environment across different functions
• Establishes the project planning, ensures the distribution of tasks within project teams and coordinates their implementation in order to get the objectives set;
• Reporting and analysis
• Resource management (including workforce scheduling)

2009-012014-07

Reporting Analyst

Walter Services

Main responsibilities:

• Scheduling for 100+ agents mainly thru specific workforce management tools – Invision (personnel planning, adjustment for the production planning, approve/reject leave requests, availability scheme, shift trades)
• Work on capacity planning including long-range forecasts of volume and headcount to achieve cost/efficiency gains
• Collects, reads, analyzes, interprets, and summarizes data in preparation and generation of statistical and analytical reports
• Acts decisively to solve account specific/individual issues related to data generation/analysis/interpretation
• Maintains collection and tracking of relevant data
• Compiles data and analyze past and current trends
• Designs and/or develop specific systems for collection, tracking, and reporting of data
• Provides a variety of reports to Operations and other departments when needed
• Has access to CRM and Reporting tools, able to pull reports from both CRM and Reporting tools (dependent on the project)
• Understand specific KPI’s, definitions and key leading indicators
• Prepares and delivers morning reports, daily report feeds, day closure reports, weekly, monthly reports
• Create accurate monthly, weekly, daily and interval forecasts for volume, AHT, and required staff to meet service level goals for multiple timeframes
• Other Ad-Hoc analysis/reports as required

2007-082009-01

Customer Service Team Leader - Banking project

Walter Services

Main responsibilities:

• Performance management
• Resource management
• Reporting and analysis
• Managing day-to-day operational aspects of the project
• Maintaining a high level of productivity
• Ensuring an optimal system response to client's calls or e-mails ;
• Active support for agents on the project;
• Carrying out qualitative and quantitative objectives set by the client;
• Provide continuous feedback and evaluations for agents in terms of professional activity;
• Analyzing qualitative and quantitative performance of agents and proposing solutions;
• Change / proposal of templates for e-mails sent to customers;
• Qualitative and quantitative reports requested by the client;
• Coordination, motivation, team control;
• Participation in the recruitment of staff ;
• Answer calls / complaints / editing e-mails to customers;
• Support internal trainings for employees;
• Constant and continuous communication both at internal and external


Intern training sessions completed :

Time Management,
Anger Management,
Problem Solving,
Listening,
Approachability,
Informing

2006-082007-08

Sales Team Leader

Elite Trading Impex SRL

Main responsibilities:

• Positively manage and develop a team of Sales people
• Allocating tasks to staff
• Ensuring the performance of the staff is of a high standard
• Reporting to management
• Discussing and resolving problems
• Carrying out performance reviews
• Manage the qualifying of leads from various campaign sources
• Motivating and coaching internal sales people on how to achieve business sales targets
• Managing team members KPI's
• Supporting team members to increase sales through training on sales technique

2005-032006-08

Customer support and sales representative

Elite Trading Impex SRL

Main responsibilities:

• Offering information to customers via e-mails/phone;
• Contacting potential customers from the UK mortgage/secured loans market ;
• Collecting data from UK potential customers ;
• Establishing a financial profile of the customer ;
• Negotiating and closing sales for mortgage/secured loans products

Education

20042008

Sociology/Psychology

University Spiru-Haret

Languages

Mother language           Romanian

               

Other language(s)          

                                      Listening              Reading                Spoken interaction          Spoken production        

English                              C2                         C2                                    C2                                         C2           

French                               B2                         C1                                    B1                                         B1