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Work Background
MplusContact Center Manager
Mar. 2024Romania
MplusOperations Manager
Mar. 2023 - Mar. 2024Bucharest, Romania
GlovoRegional Analyst - SEE
Mar. 2022 - Mar. 2023Bucharest, RomaniaOwning the reporting structure for the commercial team in 8 countries, ensuring the team is both data-driven and aligned. Created a variety of dashboards for Account Management team in order to keep a better track of the partners 'KPIs and other indicators using Google Suite (Looker,Data Studio,Google Sheets) and SQL Based. Keep the tracking of key performance indicators, identify trends and causes that represent risks and opportunities.
GlovoSenior Category Manager
Jul. 2021 - Mar. 2022BucharestIn charge of the newly formed Category Management team. Migrating all MFCs to a new ERP software (Odoo) in a timeframe of 3 months. Leading assortment definition and optimization strategy, dynamic pricing execution and analysis. Develop, implement and track processes to guarantee content strategy execution.
GlovoQ-Commerce Project Manager
Feb. 2021 - Jul. 2021Bucharest, RomaniaHelped in opening the new Qcommerce vertical (Micro Fulfilment Centers). Involved in opening 12 locations across 5 cities in Romania. Searching for new locations, getting suppliers, finding contractors and making real estate deals. Taking lead in implementing the hardware and software used in the MFCs, training pickers and store managers.
GlovoOperations Analyst
May. 2020 - Feb. 2021Bucharest, RomaniaTracking the impact of all the new implementations by checking the daily metrics of the cities. Created an automatic process for support of the couriers using Google Suite/Typeform/JavaScript used by multiple teams.
GlovoOperations Specialist
Jun. 2019 - May. 2020Bucharest, RomaniaRecruit, train and onboard the entire fleet of couriers in Bucharest. Responsible for implementing processes and optimizing strategies involving the acquisition and retention of couriers. Responsible for all documentation and contracts of couriers in the city.
GlovoAccount Manager
May. 2019 - Jun. 2019Bucharest, RomaniaEstablish excellent relationships with Glovo’s partners through consistent and proactive communication, identifying their needs and building engagement (partner’s meetings and business reviews). Evaluate, follow up and build reports of partners portfolio and KPIs periodically. Draw and execute plans, making partners grow through promos negotiations, marketing activations and menu performance (selling items, AOV, Conversion Rate, cross selling and upselling) .
Competence Call CenterOperations Manager
Oct. 2018 - May. 2019Bucharest, RomaniaIn charge of the Ryanair project with the help of a team of 150 FTEs in 5 languages from which 50 agents, 3 TLs, 1 trainer, 1 QA, 1 analyst, 1 WFM under my supervision. In charge of steering and monitoring the entire project. Involved in testing and launching new apps, processes or procedures.
Competence Call CenterTeam Manager
Oct. 2016 - Oct. 2018Bucharest, RomaniaHandling the Ryanair project with the help of a team of 15 agents, 1 trainer and 1 QA in 5 languages under my supervision
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