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Work Background
HoneywellTraining Professional
Sep. 2021 - Oct. 2023Responsible for planning, deployment and reporting of a full-range of training for a Cross-Business Organization, spanning over 600 people with teams in Marketing, Customer Support & Service, ISC, Sales, Automation, Technical Support. Responsibilities include Organization-wide probing to determine training needs and tailor an aligned training offering to support all members. Training delivery on soft skills topics, internal/HR tools and MOS, personal development, coaching and mentoring. Planned and deployed Coaching & Mentoring program across entire Organization, with over 50 registrations resulting in a 95% satisfaction rate with participants reporting higher productivity, better time management and prioritization, as well as several career advancements. Design and distribution of Global Training Newsletter and integrating Training offering across several hubs in EMEA region. Designing, distributing and promoting all Corporate events, including tracking and recording. Implementing visual design in all Training Materials and integrating Training SOP with all Organizational Initiatives.
HoneywellCustomer Experience Supervisor
Apr. 2019 - Aug. 2021Bucharest, RomaniaOrganize and coordinate the day-to-day business within the team, resource planning. Team’s first point of contact when faced with general business or customer challenges. First escalation point for customer issues Responsible for the resolution of any issues within the team. Drive and manage KPI’s through existing tools (e.g. SAP) to support achievement of business goals and objectives. Assess and control order backlog and billing due list and liaise with other departments (e.g. ISC, Finance, Sourcing). Responsible for team’s performance management assessment (HPD process). Responsible for training of new team members, including timing and co-ordination. General support of external sales organization in executing business related tasks. Ensuring business requirements are fed back into the Customer Service team and reflected accordingly in Customer Service processes. Operational activities. Prioritization and processing of customer orders through ERP System SAP, liaising with customers and ISC to ensure effective production scheduling and satisfaction of customer request dates
OracleManager, Support Sales
Jul. 2017 - Apr. 2019Bucharest, RomaniaLeading and managing a team of 12 Account Managers responsible for securing an annual ~$350M in On-Premise Support Revenue spread across ~6000 transactions, with increased focus on accurate Revenue Forecasting, driving Online Adoption and Risk Mitigation. Responsible for achieving monthly targets in terms of renewal rates and other productivity metrics in maximizing revenue, minimizing cancellations and backlog. Works closely with partners to ensure they are driving Oracle's renewals. Builds a team and establishes targets and territories, improves internal processes and systems to achieve operational performance that meets or exceeds goals. Establishes and measures group goals and team performance against specific target objectives. Conducts regular training and mentors renewal representatives. Interviews and makes hiring decisions for qualified candidates. Conducts performance reviews, provides career development coaching and takes necessary corrective action for poor performers. Provides regular performance metrics to senior management.
OracleSales Support Representative
Oct. 2015 - Jun. 2017Bucharest, RomaniaResponsible for timely renewals for small to medium-sized customers in assigned territory ($50K - $500K annual spend). Educate customers on business practices and any associated contractual implications. Ensure customer awareness and understanding of applicable elements of Oracle's portfolio. Meet productivity expectations on outbound calls for renewals. Manage exceptions for customers with issues that may delay or inhibit renewals. Identify and transfer leads to sales representatives for top-tier opportunities. Accurately forecast business targets and opportunities in territory. Director's Award for Agent Specialization Workshop and Pilot, ran in Q3 of FY17 - Re-shaping current work model to align with VP-level directives to drive automation, streamlining handoff and productivity,
Computer Generated SolutionsTrainer
Jun. 2011 - Sep. 2015Trainer for Computer Generated Solutions Romania, on the Sprint US project. This implies delivering training for New Hire Employees and re-training existing employees to comply with new tool launches and cross-dept mergers. Securing scheduling and Training Rooms for upcoming training. Assisting the recruiting process by participating in the final interviews. Creating access users throughout all systems for New Hire employees Presenting company, job and self in an appealing way as to create a positive learning environment and promote a competitive spirit in new employees. Delivering New Hire agenda specific to required Line of Business
Conducting testing sessions throughout training and after Classroom and Learning Lab to ensure new employees comply with required metrics and quality KPIs. Working closely with the HR department for any staff related requests or issues. Supervising the daily activity, providing support and taking over escalated situations. KPI data analysis and forecasting for New Hire agents during and after Learning Lab. Performing attrition analysis on a quarterly basis and determining strategies and programs to decrease attrition rate. Facilitating Hand-Off of New Hire employees into assigned teams. Compiling reports regarding Virtual Classroom Trainings for all existing employees as required by Sprint Compliance. Participating and leading calls regarding M&P modifications and updates (program-specific). Achievements: Multiple bonuses and positive recognitions received throughout tenure. ACE Recognition Award - Lisbon, Portugal - awarded for outstanding results throughout all Quarters of 2014 and merger of Fraud Prevention and Sales Support departments. A Cross-training Award – for the value generated through Training Delivery and Supervising on changes and processes in Q4 of 2013. Rapid integration of New Hire employees within all Lines of Business to comply with required KPIs. Improving learning curve.
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