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Curriculum Vitae

informatii personale

 

F 03.04.1979

obiectiv

 

Tip job: Full time

Departament: Relatii publice, Internet / e-Commerce, Telecomunicatii, Relatii clienti / Call center, IT Software, IT Hardware, Audit / Consultanta

Oras de lucru: Bucuresti

Nivel Cariera: Mid-Level (2-5 ani)

Disponibil: oricand

experienta profesionala

 

01.08.2011 - prezent

Departament: relatii clienti / call center

Titlu Job: program manager

Responsabilitati:

- Operational relationship with the client;
- Operational responsibility for the contract;
- Ensure the services and process design will deliver contractual objectives & compliance with service levels;
- Ensure efficiency, quality & service level attainment for the account;
- Ensure all operations and value add objectives are met;
- Change controls and invoicing;
- Delivery of P&L for the account;
- Receive standard and non standard change requests from the client;
- Estimate cost and impact of change;
- Implement approved change requests;
- Ensure all change activity is tracked and billed either as part of contract or via change request form;
- Identify process improvement opportunities; investigates and promotes customer support improvement initiatives to the business account manager and client;
- Track all customer support improvement initiatives;
- Create and tracking the incident/ request profile and shift left objectives;
- Coordinate the governance model (weekly & monthly operational meetings, quarterly executive meetings).
- Ensure direction and effective management of the team leads and specialists.
- Run workshops for company employees on lean and six sigma frames..

01.01.2010 - 01.07.2011

Departament: relatii clienti / call center

Titlu Job: sr. customer support manager

Responsabilitati:

Additional responsibilities:

- Develop and work on processes re-engineering; optimize and efficiently apply procedures;
- Create and validate best practices documentation; elaborate the quality strategy (project, program and department level)to improve performance and optimize service delivery;
- Mentor junior project managers in day-to-day operational aspects;
- Create staff forecasts plan according to needs and manage various cost aspects of the suite of projects managed.

01.11.2007 - 01.12.2009

Departament: relatii clienti / call center

Titlu Job: project manager

Responsabilitati:

- Create and execute the project work plans and revise as appropriate to meet changing needs and requirements; work with the management of the client company to develop program guidelines and set program objectives;
- Monitor implementation of projects through their entire life cycle, beginning with conceptual designs and completing with the ultimate deployment to production, followed by measurements of impact of newly deployed tools and processes;
- Create methodology, process, or best practice documents;
- Initiate and raise documentation change requests whenever there are changes in processes;
- Ensure that processes, tools and methodologies are in place to allow organization to meet or exceed productivity and quality goals;
- Identify resources needed and assign individual responsibilities;
- Monitor projects’ deliverable and duration; submit daily, weekly and monthly reports;
- Ensure planning, estimating, tracking and reporting functions for the projects assigned;
- Manage day-to-day operation services for the customer; monitor and direct daily operations to ensure that policies and procedures are being followed, that goals and objectives are met, and that services are being provided efficiently and effectively; coordinate and deliver product and/or service within agreed service level metrics;
- Review deliverable prepared by team before passing to client;
- Effectively apply the methodology and enforce project standards;
- Prepare for engagement reviews; maintain the client relationship in compliance with a set governance model; solve high level escalations with the customer;
- Minimize the exposure and risk on the project; go proactive towards customer's needs and elaborate solutions for improving service delivery;
- Undertake Root Cause Analysis and Service Level Agreement impact in case of disruptive events or other issues;
- Design and implement corrective actions;
- Ensure project documents are complete, current, and stored appropriately;
- Provide selection, training, coaching, professional development and work evaluation of subordinate staff; make recommendations on hiring, termination, promotion and discipline as required;
- Ensure focused service delivery through issue management, change management, operational requirements management and service level management.

Project Accounting
- Track and report team hours and expenses on a monthly basis;
- Invoice and monitor receivables for project.

Quality Management
- Conduct audits as an Internal Auditor for maintaining the Quality Management System within the organization;
- Prepare audit plans, audit reports, initiate and verify implementation of corrective and preventive action plans within the organization and the project.

01.09.2006 - 01.10.2007

Departament: relatii clienti / call center

Titlu Job: resource technician

Responsabilitati:

- Handle support requests (calls, mails, web submits), evaluate complexity, impact and priority;
- Follow-up on all issues; verify and queue escalations to appropriate technical or operational departments according to procedures;
- Participate as a team member to achieve established objectives: report on progress issues and problems, give suggestions to optimize service offer and work process;
- Act as single point of contact for the team colleagues;
- Handle supervisor calls;
- Perform coaching activities;
- Monitor deliverable within the project by running daily, weekly, monthly reports;
- Monitor quality service level by conducting quality verification on team members; make recommendations for improvement and monitor progress;
- Conduct refreshments training for the team;
- Handle customer complaints.
- On organizational level, assist to internal audits; coach team members on basic ISO 9001:2001 requirements.

01.02.2005 - 01.08.2006

Departament: relatii clienti / call center

Titlu Job: customer service analyst

Responsabilitati:

- Provide technical support (by phone or e-mail) to travel agencies (i.e.
offer technical support on their booking tools and other applications). That includes: product formats and functionality delivered according to company standards;
- Report unresolved issues to the next level department in a timely manner.

01.09.1998 - 01.07.2004

Departament: administrativ / logistica

Titlu Job: customer service assistant - reception

Responsabilitati:

Supervise staff during shift; monitor tasks and ensure activities are completed in a timely manner;
- Manage reservations for customers;
- Provide cashier activities.

studii

 

Facultati:

2000 - 2004 Facultate / Colegiu: University BA (graduate), Economic Studies in Foreign Languages la The Jordan Valley College – University of Bar-Ilan din Tiberias. Israel.

Premii

Certificari
Jul 2013: LSSIAP Certified Green Belt
Certification Authority - LSS International Association of Professionals, 1374474958_1_GB
Apr 2009 - Jul 2010: Project Management
Certification Authority- - CODECS Romania
Nov 2008: Internal Auditor for Quality Management Systems
Certification Authority- TUV Rheinland Romania, Quality Management Systems ISO9000:2008



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