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Work Background
_VOISProgramme Support Analyst
Jul. 2023Bucureşti, România
AscensosQuality Specialist
Oct. 2021 - Jun. 2024Bucureşti, RomâniaMy responsability is: to evaluate the agents in the first level of support, according to our client's requirements (following the procedure, communication skills, and soft skills) to prepare the reports requested by our client(Wickes), based on the trackers. to prepare an interactive presentation for the agents, with insights from the calls and emails evaluated. to hold one-to-one meetings with the agents, and to organize shared best practice sessions. to work closely with the Operational Team( Managers, Team Leaders), to give them feedback, and to assure that it is passed to the agents. to analyze and provide feedback with specific actions to be followed by the management team and the client, from the customer's feedback. to work closely with the training team in creating Lessonly and short questions for procedures recap. to hold the welcome session and to explain our team role, to the new beginners. to hold weekly meetings with the Operational Team and with the client, to be 100% aligned.
Grow and KnowCO-Founder and Administrative Lead
Jun. 2020My responsability is: to assure that all financial records and all legal procedures are followed. to maintain communication with the other members and with the Accountant. to organize different events, participate in them, collaborate, and coordinate the volunteers. to maintain collaboration with our sponsors and prepare all legal documents needed. to involve in searching for new sponsors and new projects.
VodafoneAccount Relationship Manager
Jun. 2015 - Jul. 2017Cladirea Globalworth Tower, Strada Barbu Văcărescu, Nr. 201, Etaj 8.My responsibility was to: find solutions suitable to the requests coming from the clients. treat with maximum responsibility and seriousness the complaints coming from the client and his communication needs. to have a good inter‑departmental collaboration, for the benefit of the client (whether we are talking about obtaining a suitable offer or quickly resolving an unpleasant situation). sell telephony solutions appropriate to market conditions and the company's objectives through a consultative sales approach to increase the profitability of the clients through long‑term commitments within the served segment (business) identify business opportunities by learning and understanding the communication needs of customers develop and maintain win/win relationships with existing clients to increase the value of the portfolio to reach the individual targets communicated, addressing the entire range of products/services to the targeted customers and to those who call for various services, through proactivity. to ensure good collaboration and understanding in the team, by offering constant constructive feedback. focus on the constant acquisition of feedback from the direct manager and improvement of results. to reach the individual targets communicated, addressing the entire range of products/services to the targeted customers and to those who call for various services, through proactivity. to ensure good collaboration and understanding in the team, by offering constant constructive feedback.
Vodafone RomaniaAdvisor Verbal Complains
Nov. 2009 - May. 2015PloiestiMy responsibility was to: realize the syntheses regarding the team results for MNGT (monthly, weekly…) participate in quality weekly meetings and in the monthly meetings of the Department. present the results, prepare reports based on clearly established criteria, and present strategies to improve the customer experience in the relationship with Vodafone. fill the task of Back-up Manager when needed, here I mean setting the agenda together with the Manager, communicating the results, and procuring reports necessary for the team's activity. call the clients who scored zero to the indicator of measuring the satisfaction of the clients regarding the offered services, FCR (First Contact Resolution), and collect the feedback in order to send it to the departments dealing with the improvement of services, processes, and internal procedures. assuming the change in an innovative way to show courage, support each change with a positive attitude and new ideas, get involved in working with the team, and ask for the support of the direct manager whenever needed. stimulating and supporting innovation, involving team members in efforts to improve customer service. to ensure inter-departmental collaboration as efficiently as possible. to bring suggestions to improve the processes and procedures and to ensure the implementation of the necessary changes, capitalizing on the feedback received.
ARDAF S.ASales Specialist
Jun. 2007 - Aug. 2009My responsibility was to: coordinate and evaluate the agents in the structure. establish weekly meetings and exchanges of experiences to help constantly overcome the results. daily presentation of the situation of sales, to the Branch Manager provide feedback to colleagues and agents. organize monthly presentation of the quality results of the headquarters in Valenii de Munte. planning and implementing product sales strategies. division by consumer segments, elaboration of a sales strategy suitable for each client. registering the policies and maintaining a strict record for days and months. setting up meetings with clients (time planning) accompanying the Branch Manager to various meetings with potential buyers, but also to the meetings in the Region where we present the feedback of the clients regarding the Insurance services. making syntheses regarding the company's results for MNGT (monthly, weekly…)
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