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Curriculum Vitae

informatii personale

 

F 07.10.1986

Permis conducere:  Cat.B, Data obtinerii:07.09.2006

obiectiv

 

Salariu: nespecificat

Tip job: Full time, Proiect / Sezonier

Departament: Marketing, Administrativ / Logistica, Achizitii, Relatii clienti / Call center, Controlul calitatii, Financiar / Contabilitate, Audit / Consultanta, Management

Oras de lucru: Bucuresti, Remote (de acasă)

Nivel Cariera: Manager / Executiv, Senior-Level (> 5 ani)

Disponibil: oricand

experienta profesionala

 

01.03.2018 - 30.06.2018

Departament: auto / echipamente

Titlu Job: customer support manager

Responsabilitati:

Managing the international customer support team
Ensuring meeting objectives and improving customer satisfaction
Providing insights and solutions to operational regarding most frequent customer requests
Analysing the evolution of services and brand among customers
Setting up working procedures
Evaluating the quality of written answers
Call quality monitoring and evaluation
Feedback sessions to improve the customer service performance

01.11.2014 - 31.05.2015

Departament: relatii clienti / call center

Titlu Job: project manager

Responsabilitati:

 Meeting call center financial objectives by estimating requirements and by delivering the highest quality performance.

 Accomplishing call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling employees.

Meet all customer call guidelines including service levels, handling time and productivity.

Provided accurate, specific and timely performance feedback for team leaders.

 Preparing and completing action plans, and performance reports by collecting, analyzing, and summarizing data and trends.

Managing several teams with different objectives and different activity.

Implementing for each team new systems for call form evaluation.

Improving work procedures that improved the productivity of the team leaders.

01.04.2014 - 31.10.2014

Departament: controlul calitatii

Titlu Job: quality communication coordinator

Responsabilitati:

Quality assurance for outsourcing call center.
Implementation of the highest customer service international standards in the call evaluation form section.

Constant call form evaluations for different projects.

Detailing procedures and upgrading information for customer service representatives.

Offering input to the marketing department in order to review the impact of the new offers for the customers.

01.08.2011 - 31.07.2013

Departament: financiar / contabilitate

Titlu Job: economic analyst

Responsabilitati:

Providing fundamental and technical analyses for the forex market.

Evaluating central banks policy and their effect in the market.

Providing forecasts of events and their market impact.

Analyzing causes, effects, and trends in the financial market, in order to anticipate reactions.

Managing information through financial platforms: Reuters and Bloomberg: news, charts, financial data.

01.04.2007 - 31.03.2011

Departament: relatii clienti / call center

Titlu Job: project manager

Responsabilitati:

Customer Support Representative (2007 - 2008)
Team leader (2008 - 2009)
Project Manager (2009 - 2011)

 Meeting call center financial objectives by estimating requirements and by delivering the highest quality performance.

 Accomplishing call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling employees.

Meet all customer call guidelines including service levels, handling time and productivity.

Provided accurate, specific and timely performance feedback for Team Leaders.

Preparing and completing action plans, and performance reports by collecting, analyzing, and summarizing data and trends.

studii

 

Facultati:

2005 - 2008 Facultate: International Business and Economics la Academia de Studii Economice din Bucuresti.

Facultati in straiatate

Diploma de limba rusa nivel incepator, atestata de Institutul International A.C. Pushkin din Moscova, Rusia

Premii

Certificari
Jan 2018: Chartered Institute of Marketing - CIM Level 4 Certificate in Professional Marketing – Customer Experience
Customer context – understand the range of different contexts across which marketers operate; importance of customer expectations
Customer experience – understand the different dimensions of customer experience; deliver activities that enhance customer experience
Measuring and monitoring – know how to measure and monitor customer experience in context; use metrics to improve future customer experience
Jun 2016 - Jul 2016: Trainer
Certificare trainer



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