Bianca Bulgaru

Team Manager @Majorel

Romania🔥 Startup FounderBusiness Owner👍 Sales & BizDev🗿 HRCustomer Success ManagerFounder✨ Business OwnerAdministrative Specialist

📑Strategic and Results-Driven Management Professional | Expert in Team Leadership and Operational Excellence 📊I am a dedicated management professional with 3 years of experience driving operational success and team performance in BPO. With a proven track record in strategic planning, project management, and process optimization, I excel in fostering collaborative environments and leading teams to exceed organizational goals. Key strengths include: 🧑‍🏫Leadership: Adept at inspiring and guiding cross-functional teams to achieve peak performance and innovation. ♟️Strategic Planning: Skilled in developing and implementing strategies that align with business objectives and drive growth. 💡Operational Excellence: Experienced in optimizing processes, reducing costs, and improving efficiency through continuous improvement methodologies. 🌍Project Management: Proficient in overseeing complex projects from conception to completion, ensuring timely delivery and stakeholder satisfaction. ☎️Communication: Effective communicator with a talent for building strong relationships with clients, stakeholders, and team members. ⚖️I am passionate about creating value and driving success through effective management practices. My goal is to leverage my skills and experience to contribute to the success of a forward-thinking organization in a management role.

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Philippines

Work Background

MajorelTeam Manager

Jun. 2022Braşov, Romania · HybridProtector: Disciplinary responsible of the agents' actions. Evaluator: Following and monitoring the performance of my team members in the areas of: Productivity, Process Adherence, customer satisfaction, schedule adherence and employee development/happiness. Mentor: to guide, teach and help agents by providing individual coaching feedback that focuses on improving the workflow as well as the communication and quality result of the customer support representative. Informant: Providing reports to both, the Team and Management regarding the team's performance. Responsible of reaching the quality targets as well as to communicate them to the team. Traffic controller: Taking accordingly to the flow within the department (to manage inbound volume, to meet clients handling targets, as well as to provide breaks, or ask for overtime) Coordinator: Driving and holding regular meetings with the team. Develops and controls Team Members through weekly meetings and especially designed action plans Collects and extracts data to coordinate outliers improvement Together with WFM and OPS, executes planning and scheduling to grant the best coverage for the team Identifies gaps on scheduling and tests best solutions to ensure coverage Ensures that schedules are aligned with real coverage Participates to client meetings and develops improvement plans and innovative solutions to drive excellence

MajorelRamp Supervisor

Dec. 2021 - Oct. 2022Braşov, Romania · HybridRamp-Up Coordinator's responsibilities: - Keeps the Headcount File up-to-date to make sure we are aware of the current situation - Keeps track of present and future attrition that is announced and also of internal transfers to ensure an optimal flow of FTEs for all the Backfill needed - Keeps close communication with HR Department, SDM, OPS Managers, TQC, WFM and client’s POC, as well as IT Department POC on the project to ensure on-boarding and off-boarding are managed in a timely and efficient manner. - Creates the Ramp-Up WBR/MBR slide and participates in WBR/MBR Meetings

MajorelCorporate Trainer

Mar. 2021 - Jun. 2022Braşov, Romania · HybridI was responsible for training new waves of new hires for multiple LOBs (Lines of Business) of the project. As a pioneer for all these LOBs I had to temporarily fulfill other roles' tasks until the team was complete (Team Manager & Quality Analyst tasks). During this time I was also back-up for TQC (Training & Quality Coordinator). For this role I was responsible for: - doing the WoW report, Weekly Meeting Minutes, WBR/MBR for the training side - ensuring training waves are well organized and that there are enough trainers available for each batch - T&Q crew scheduling.

BB AVE LIFE SRLDance Teacher

Aug. 2016 - Jun. 2022Braşov, Romania · On-site- Teaching dance classes to a various age range (3 years old & above). - Organizing the dance groups based on age and level of proficiency - Creating schedules - Organizing dance events (competitions & shows).

BULGARU BIANCA PFADance Teacher

Oct. 2008 - Aug. 2015Braşov, Romania · On-site