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Work Background
Freelancer for different companies/industriesSupport Associate
Sep. 2022Remote• Setup, plan and implement social media and communication campaigns and strategies on cryptocurrency environment.
• Providing engaging text, image and video content for all social media and professional accounts regarding Cosmos environment or Kalpatech recent activity.
• Responding to customers in a timely manner.
• Monitoring, tracking and reporting on feedback and online reviews on different tools developed.
• Coordinating with Marketing, PR and Communications teams.
• Liaise with Development and other departments.
• Building relationships with customers and industry professionals.
• Staying up-to-date with digital technology trends.
• Creating bi-weekly/monthly/quarter reports on FAQs from different users or validators with Development Team.
• Reviewing and voting new proposals raised on different enviroments.
Freelancer for different companies/industries Support Associate
Sep. 2022Remote• Setup, plan and implement social media and communication campaigns and strategies on cryptocurrency environment.
• Providing engaging text, image and video content for all social media and professional accounts regarding Cosmos environment or Kalpatech recent activity.
• Responding to customers in a timely manner.
• Monitoring, tracking and reporting on feedback and online reviews on different tools developed.
• Coordinating with Marketing, PR and Communications teams.
• Liaise with Development and other departments.
• Building relationships with customers and industry professionals.
• Staying up-to-date with digital technology trends.
• Creating bi-weekly/monthly/quarter reports on FAQs from different users or validators with Development Team.
• Reviewing and voting new proposals raised on different enviroments.
NetReferAccount Manager
Sep. 2019 - Aug. 2022MaltaKey responsibilities: • Assume full ownership of the assigned client portfolio;
• Working closely with clients to nurture and grow shared business performance processes and related workflows, build and maintain strong, long-lasting client relationships;
• Overseeing customer account management, including negotiating contracts and agreements to maximize profit;
• Develop trusted advisor relationships with external key accounts, customer stakeholders and executive sponsors;
• Ensure the timely and successful delivery of solutions according to customer needs and objectives;
• Achieving increased profitability to attain desired growth;
• Maintaining direct contact with internal key stakeholders enabling effective and efficient performance;
• Take responsibility for negotiating contract renewals and project agreements for assigned clients;
• Forecast and track key account metrics (e.g. quarterly sales results and annual forecasts);
• Prepare reports on account status;
• Collaborate with sales team to identify and grow opportunities within territory;
• Assist with challenging client requests or issue escalations as needed;
NetRefer Account Manager
Sep. 2019 - Aug. 2022MaltaKey responsibilities: • Assume full ownership of the assigned client portfolio;
• Working closely with clients to nurture and grow shared business performance processes and related workflows, build and maintain strong, long-lasting client relationships;
• Overseeing customer account management, including negotiating contracts and agreements to maximize profit;
• Develop trusted advisor relationships with external key accounts, customer stakeholders and executive sponsors;
• Ensure the timely and successful delivery of solutions according to customer needs and objectives;
• Achieving increased profitability to attain desired growth;
• Maintaining direct contact with internal key stakeholders enabling effective and efficient performance;
• Take responsibility for negotiating contract renewals and project agreements for assigned clients;
• Forecast and track key account metrics (e.g. quarterly sales results and annual forecasts);
• Prepare reports on account status;
• Collaborate with sales team to identify and grow opportunities within territory;
• Assist with challenging client requests or issue escalations as needed;
Accenture Industrial Software SolutionsSenior Contract Analyst
Sep. 2015 - Jul. 2019Bucuresti• Administration of government, international, and commercial contracts and subcontracts in accordance with company policies and procedures, applicable laws, and customer requirements;
• Responsible for tracking and monitoring contract changes, deliverables, correspondence and risks, maintaining associated documentation, advising on contract risk and issues, and other duties as may be assigned;
• Assists in identifying contract management issues and proposing solutions for approval;
• Independently applies the Contract Management tools and techniques to assigned projects;
• Support training activities for Service Centers personnel;
• Provide information relative local customs and practices which could potentially impact the Contract Management Service Center;
• Act as a liaison between the client, project team and/or business unit and Legal ensuring that all legal and contractual matters are addressed;
• Advisory on contract risks/issues, contract implementation, contract compliance;
• Develop and maintain relationship with vendors and client's contract management or procurement function;
Hewlett-PackardFront Office Admnistrator – Contract Administrator
Jul. 2013 - Sep. 2015Hewlett-Packard, BUCHARESTKey responsibilities:
• Being an interface between sales department and the back-office team;
• Creating the new contract quote into SAP;
• Creating/ administrating the warranties contracts into SAP;
• Managing all the client portfolio ;
• Each month, it`s the front office`s responsibility to send the renewals to the customer;
• Performing the quality check and assigning the case to the back-office team;
• Maintain a close relationship with the distributors/resellers;
• Assures that the tools are correctly used;
• Informs the partners of new process implementation;
• Offers trainings to the partners. Accomplishments: • Maintain high results, green KPIs and 100% accuracy
• Achieve the highest rating in the team on the annual evaluation
• Successfully implement process change
Hewlett-PackardFront Office Admnistrator - Care Pack Warranties
May. 2009 - Jul. 2013BUCHARESTHP is a multinational company providing products, technologies and services
to the customers. The headquarter in Romania offers internal outsourcing and
shared services. Key responsibilities: • Administer fixed Care Pack services in the designed tools;
• Deal with internal and external customer requests via email or phone and help them with their issues in English or Italian;
• Make sure all the documents are provided based on procedures;
• Being efficient and pay attention to the details in situations with a lot of pressure;
• Working with numbers (orders, serial numbers, product numbers, activation codes) needs extra attention because missing a digit implies not finding the proper information into the systems;
• Working closely with managers and other business stakeholders to provide traing to resellers and partners;
• Proactively communicate and deal with customers to ensure a positive and
• professional customer experience;
• Generate multiple reports in Hyperion or Microsoft Excel when
• requested;
• Work according to the statement of work signed by the client and follow all
• the procedures in place using the available tools required; Accomplishments: • Nominated 4 times as employee of the month;
• Achieved the highest KPI score withing the department on the annual evaluation;
• Being part of the Auto Registration Global Project, when the main tool has been redesigned. I was a tester and also the representative and reviewer of the Care Pack team in Bucharest, supporting the team to implement the new business and operational process procedures;
• Special award for Customer Satisfaction Leverage Project for with I was the lead, this project increased the Total Customer Experience results from 87% to 92.4%, in 6 months after implementation by educating the clients on the team main responsibilities and expertise segments. The main focus of the project was to improve team visibility and facilitate the customer to contact the correct team.
E-CareTrainer and quality control
Feb. 2008 - Mar. 2009Italy, MilanThe Group E-Care is among the top national players in the field of Business
Process Outsourcing for the provision of CRM services and solutions. Key responsibilities: • Train the new employees;
• Refresh trainings within the team;
• Provide process information and guidance to the team members and assure work is done in an accurate manner;
• Communicate and explain to the team the changes in the process and make sure every employee follows the new procedures;
• Participate actively in case of audit, organise all the documentation as per the audit procedures;
• Verify quality checks for the requests handled by administrators;
• Help with the records management for the Sorgenia Energia team and provide back-up whenever needed.
Teleperformance, BUCHARESTTeam Leader
Nov. 2006 - Feb. 2009BUCHARESTTeleperformance is the global leader in outstanding customer experience.
We are the worldwide leader in multichannel customer experience. We've
been providing superior customer care services for leading companies
throughout the world since 1978, with expertise in many markets and
verticals. Key responsibilities: • Train the new employees;
• Refresh trainings within the team;
• Provide process information and guidance to the team members (around 50 agents) and assure work is done in an accurate manner;
• Communicate and explain to the team the changes in the process and make sure every employee follows the new procedures;
• Create and present daily / monthly reports to different business stakeholders.
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