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Curriculum Vitae

informatii personale

 

M 19.08.1993

Permis conducere:  Cat., Data obtinerii:13.02.2015

Stagiu militar: da

obiectiv

 

Experienced in customer support by phone, chat or mail. Experienced in direct sales of physical products and phone sales of services & devices. Some experience in workforce management for a call center, specifically the planning & scheduling of agents.

Salariu: nespecificat

Tip job: Full time

Departament: Office / Back-office / Secretariat, Internet / e-Commerce, Relatii clienti / Call center

Oras de lucru: Iasi

Nivel Cariera: Entry-Level (< 2 ani), Mid-Level (2-5 ani)

Disponibil: oricand

experienta profesionala

 

01.09.2019 - prezent

Departament: office / back-office / secretariat

Titlu Job: agent servicii client

Responsabilitati:

* VC (Video conference) Support Team

* Establish daily actions to undertake
* Responsible for incident coordination, according to best practices
* Manage operational tasks and reservations
* Deal with incidents relayed by mail, phone or video-call
* Clarify incomplete requests with other departments, by mail
* Undertake extra personal or team member's incidents, if they're not available
* Provide info regarding team member activity to superiors by request or according to deadlines
* Solve important emergency conference incidents, if participants have submitted previous requests or have difficulties connecting
* Check inbox and offer answers as necessary, undertake requests/tasks and demand clarifications if needed

01.08.2018 - 31.03.2019

Departament: office / back-office / secretariat

Titlu Job: specialist plan progres

Responsabilitati:

* WFM (Workforce management) Team

* Workforce management planner/scheduler for KPN call center agents in the Netherlands
* Prediction and capacity planning of human resources and locations depending on requirements and availability
* Responsable for the management of new and old agents' data using specialized software (Verint, IEX)
* Establish and update predictions, plan disponibility and production for current and planned service, insuring an optimal coverage and service level
* Collect, organize, evaluate data regarding short and medium term production
* Adjust production planning based on data and information obtained from team managers
* Monitor and anticipate disponibility of production capacity based on quantitative and qualitative factors
* Schedule meetings, trainings, inductions when special requests arise or as needed for the project
* Adjust automatically generated scheduled to better fit requirements, remove errors or deficiencies
* Approve or deny time off requests, shift change requests, etc
* Optimize coverage, occupancy, service levels
* Adjust predictions and offer advice regarding production and personnel
* Adjust flexible working hours to make best use of agents within a given week's schedule, in order to optimize costs
* Collect, review and adjust capacity planning data based on information received from Business Partner/Workforce Management Admin

01.08.2016 - 31.05.2018

Departament: relatii clienti / call center

Titlu Job: funcționar informații clienți

Responsabilitati:

* Sold mobile subscription plans to Orange Romania clients
* Took care of various requests during calls or by chat & mail
* Applied CFL (Closed Feedback Loop) questionnaires

01.01.2016 - 31.08.2016

Departament: vanzari

Titlu Job: local sales coordinator

Responsabilitati:

* Direct sales & distribution of educational software & magazine for kindergarten kids
* Quality control responsibilities on top of the sales work
* Took care of sales and clients, suppliers, distribution
* Directly involved in the legal, billing, accounting aspects of sales
* Social media & blog posts promoting products

studii

 

Facultati:

2017 - 2019 Masterat: Studii de dezvoltare internațională la Facultatea de Filosofie și Științe Social-Politice din Iași. Crisis communication, Conflict management, Project management, Environment and sustainable development
2012 - 2015 Facultate: Administrație publică la Facultatea de Economie și Administrarea Afacerilor din Iași. Organization Management, Human Resource Management, Economy, Finance, Statistics, Civil/Penal/Labor Law
2008 - 2012 Liceu / Școală profesională: Filologie la Liceul Teoretic "Dimitrie Cantemir" din Iași. English & Spanish bilingual classes

Premii

Conferinte
Nov 2017 - Nov 2017: Conferinţa Internaţională „Provocări de securitate în Sud-Estul Europei”
Iași – 3 noiembrie 2017
Conferință organizată de New Strategy Center, în parteneriat cu Universitatea “Alexandru Ioan Cuza“ din Iași, Universitatea Tehnică ,,Gheorghe Asachi” din Iași și Primăria Municipiului Iași, Departamentul Centenar
Eveniment organizat sub Înaltul Patronaj al Ministerului Afacerilor Externe
Premii si Distinctii
Dec 2011: CAMBRIDGE CERTIFICATE IN ADVANCED ENGLISH

Hobby-uri
biking, driving, technology, music, gaming



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