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Network Power<100 people
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🔥50%
Startup Founder
💸50%
Marketing
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IT
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Work Background
PartnerHeroOperations Manager
Nov. 2023Bucharest, RomaniaThriving as an Operations Manager at PartnerHero since November 2023, I embody and contribute to the core values that define our workplace culture: Embrace Growth: Spearheading a team of dedicated professionals, I foster an environment that encourages continuous learning and development. Through strategic initiatives, I ensure our operations evolve in tandem with industry trends, promoting both individual and collective growth. Manifest Trust: Committed to building a foundation of trust within the team and with our partners. My leadership style emphasizes transparency, effective communication, and accountability, fostering a culture where trust is a cornerstone for successful collaboration. Take Ownership: In the dynamic landscape of operations management, I take ownership of challenges and opportunities alike. Whether it's optimizing processes, managing resources, or implementing innovative solutions, I lead with a sense of responsibility and commitment to achieving organizational goals. Be Humble: Acknowledging that humility is key to effective leadership, I prioritize open communication, value diverse perspectives, and encourage a collaborative spirit within the team. By remaining humble, I foster a workplace culture where every team member feels heard, valued, and empowered to contribute their best. This role has provided me with the platform to apply my skills in KPI analysis, performance management, and client relationship building. My focus on coaching, mentoring, and cultivating a customer-centric environment aligns seamlessly with PartnerHero's values. Excited about the opportunity to contribute to PartnerHero's continued success by embracing growth, manifesting trust, taking ownership, and being humble in every aspect of our operations. #PartnerHero #OperationsManagement #Leadership #EmbraceGrowth #ManifestTrust #TakeOwnership #BeHumble
CGS (Computer Generated Solutions)Operations Manager/Service Delivery Manager
Sep. 2018 - Feb. 2024Bucharest, RomaniaLead a high-performing team of over 10 Team Leaders and more than 150 Tech Specialists.
Conducted KPI analysis and implemented performance management strategies for continuous improvement.
Nurtured client and partner relationships, ensuring a collaborative and productive partnership.
Focused on coach development and onboarding to cultivate a skilled and motivated workforce.
Implemented an innovative approach with a Proactive Empathy concept, engaging customers and addressing concerns on the spot for enhanced customer satisfaction.
CGS (Computer Generated Solutions)Learning and Training Manager
Sep. 2016 - Sep. 2018Bucharest, RomaniaLed a dynamic team of over 10 Facilitators, ensuring effective training and development initiatives.
Oversaw Trainer/Facilitator onboarding, mentoring, and continued professional development.
Spearheaded recruiting and onboarding processes for new hires, ensuring a skilled and motivated workforce.
Managed Continued Education learning plans and Learning Management System (LMS) for ongoing employee development.
Successfully launched projects in Inbound, Chat, and Backoffice formats, covering Collections, Fraud Management, Business to Business Backoffice, Customer Care, and Tech Support.
CGS (Computer Generated Solutions)Senior Trainer (MLF)
Aug. 2015 - May. 2017Bucharest, RomaniaSpearheaded Facilitator recruiting, successfully coordinating a team of over 10 Facilitators.
Led Curricula design and management, contributing to the continuous improvement of learning materials.
Provided valuable insights through Knowledge consumption reporting and analytics.
Managed the onboarding and observation of new Facilitators, ensuring a seamless integration into the team.
Cultivated client relationships with a proactive approach to empathetic engagement.
CGS (Computer Generated Solutions)Delivery Analyst
Apr. 2014 - Sep. 2016Bucharest, RomaniaEnsuring that training curricula can be accessed. Creatina training classes and enrolling learners.
Generating Training Environment users for ever training class.
Request ing Real Environment for learners and making sure they are set up correctly before production.
CGS (Computer Generated Solutions)Trainer
Apr. 2014 - Aug. 2015Bucharest, RomaniaOrchestrated New Hire training class hosting and management, ensuring seamless onboarding for learners.
Conducted Continued Education facilitation to enhance the skills of existing team members.
Ensured accessibility of training curricula, creating and enrolling learners in diverse training classes.
Played a pivotal role in generating Training Environment users for each class, coordinating with CRM users to ensure correct setups before production.
Managed client relationships, fostering a positive and collaborative training environment.
CGSEscalations Specialist
May. 2013 - Apr. 2014Bucharest, RomaniaSince 01.02.2013 as a Telesales/Websales Escalation Specialist I have the task of investigating and resolving the issues that are escalated by Order Support Specialists . These issues were escalated over the phone and also via email , issues that needed a follow up with the customer .
Teamwork and multitasking are the main skills that I managed to develop in these years , but I was also able to refine my ability to meet deadlines and make difficult decisions regarding certain scenarios . Also in my desire to improve myself and help others in learning the systems that we use, I also created three Tutorial that are used right now as a secondary tool for training and for reference in production
CGS (Computer Generated Solutions)Order Support/HelpDesk
Aug. 2011 - May. 2013Bucharest, RomaniaCGS - Computer Generates Solutions, Bucharest (Romania)
As an Order Support Specialist my main task was to resolve the customers issues regarding the orders that they placed including escalating to the next tier some cases that needed more investigation .
As a Senior Agent in my team ( 01.11.2012 - 01.05.2013 ) I had the opportunity of working closer with metrics and providing feedback to new agents and assisting them in improving their results ,working close with the Management Team including Team Leaders and Quality Assurance Specialists .
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