Keep in touch with meI'm using Intch to connect with new people. Use this link to open chat with me via Intch app
Work Background
eTeacher GroupProject Manager
Mar. 2021 - May. 2024• Leading CRM and eCommerce digital transformation initiatives from discovery to post-launch.
• Partnering with department heads to define project scope and align business goals.
• Oversaw product launches, managing configuration, implementation, testing, and training.
• Facilitated Agile ceremonies: project kick-offs, daily stand-ups, retrospectives, and risk reviews.
• Analyzed BI data to evaluate feature outcomes vs. scope and implemented improvements.
• Improved lead acquisition and student engagement through optimized notification systems.
• Delivered cross-team coordination and clear documentation for stakeholders at all levels. Top achievements:
• Launched LMS eCommerce store, boosting leads by 10% and doubling study material sales.
• Integrated online course subscription platform to CRM, increasing new subscribers by 15% and boosting product leads.
• Led self-service initiatives (eCommerce-CRM integration, referral platform) driving efficiency to customer journey.
• Migrated CRM tools to ERP: redesigned sales/support flows, improved UI/UX
• Optimized sales funnels with new triggers, enhancing lead generation and retention.
• Built infrastructure to support sales with external partners that facilitated partnership with 3 external contractors.
• Led a team of 8 developers and QA testers to ensure accurate implementation of client requirements.
TNTCare Centre Support Team Leader
Aug. 2015 - Mar. 2021• Leading and coordinating the Customer Support team to deliver exceptional client experiences and drive continuous process improvements.
• Managing hiring, onboarding, training, coaching, and performance evaluations to boost team engagement and ensure high-quality service delivery.
• Defining career development plans and conducting monthly coaching sessions to support individual growth and talent retention. Top achievements:
• Exceeded key performance indicators and quality standards, earning a top 10 nomination in the European Best Customer Experience survey. • Played a key role in the TNT-FedEx integration team, developing and implementing standard operating procedures and training programs for Customer Service. • Lead the implementation of Customer Service systems, enhancing productivity, standardizing service delivery, and increasing customer satisfaction. • Designed and implemented a communication strategy for Customer Service Leads and Managers, boosting employee satisfaction in annual surveys.
TNTSenior Customer Service Major Accounts Representative
Apr. 2013 - Jul. 2015• Mentoring new team members and ensuring top-tier service for key accounts.
• Supporting performance monitoring and workflow optimization
TNTCustomer Service Major Account & GAM Representative
Oct. 2007 - Apr. 2013• Coordinating air and road transports for top major accounts.
• Maintaining proactive communication with clients throughout each stage of the transport process.
TechTeam GlobalHelpdesk Travel Agent
Nov. 2004 - Aug. 2007• Providing 1st-level software support to travel agencies, hotels, car vendors, and airline clients via phone, email, and web inquiries.
• Diagnosing and resolving technical issues, delivering timely feedback and solutions through inbound and outbound communication.
Intch is a Professional Networking App for the Future of WorkSee more people like Patricia on Intch
300k+ people
130+ countries
AI matching
Get Intch if you'd like to
1026939 people
31
Product Manager @ Globant
21
.....
16
Frontend Developer
273551 people
21
.....
16
Co-founder @ ValueAdd
15
Project Manager @ Orange Romania SA