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Curriculum Vitae

informatii personale

 

F 08.10.1983

obiectiv

 

Obtain a challenging leadership position where I can showcase my creative problem solving, mentorship and lean management skills and develop within a flourishing organization and along a team of professionals with potential and vision.

Salariu: 9.000,00 USD / luna

Tip job: Full time

Departament: Relatii clienti / Call center

Oras de lucru: Bucuresti, STRAINATATE

Nivel Cariera: Mid-Level (2-5 ani), Manager / Executiv, Senior-Level (> 5 ani)

Disponibil: oricand

experienta profesionala

 

01.02.2019 - prezent

Departament: altele

Titlu Job: contact center manager

Responsabilitati:

In charge of 1 Operational NPS Champion, 3 Managers, 14 Supervisors, >200 FTE's - Inbound and Chat Customer Care, Billing and Tech support for major US Cable/Internet/Mobile Provider

01.10.2012 - 28.02.2019

Departament: management

Titlu Job: project manager

Responsabilitati:

In charge of 7 Supervisors, > 100 FTE's - Inbound and Chat Order Support for Major US Telecommunications Company
o Agreeing project objectives along with the client
o Attending and/or initiating weekly calibrations, meetings and calls with the Client and Team Members
o Coordinating recruiting, training, managing and monitoring 3 layers – Senior Team Leader, Team Leaders and Customer Service Representatives
o Performing results and trending analysis in order to determine training and budgeting needs that would allow implementation of strategies that ensure consistent and exceptional performance
o Ensuring the quality standards are met
o Balancing resources - financial, technological and human resources
o Delivering monthly forecast of billable hours and identifying opportunities to increase profitability
o Analyzing new hire onboarding and agent trends to find realistic action plans and obtain a reduced learning curve and lower attrition
o Partnership with Training Manager and Quality Manager to capture reality of the floor and potential for improvement

01.04.2011 - 30.09.2013

Departament: telecomunicatii

Titlu Job: team manager

01.07.2008 - 30.06.2010

Departament: resurse umane / psihologie

Titlu Job: human resources manager

Responsabilitati:

o Implementing and revising a company’s compensation program
o Creating and revising job descriptions
o Developing, analyzing, and updating the company’s salary budget
o Developing, revising, and recommending personnel policies and procedures
o Overseeing recruitment efforts for all personnel, including writing and placing job ads
o Drafting client contracts and overseeing job requirements adherence
o Conducting new employee orientations and employee relations counseling
o Overseeing exit interviews

01.05.2006 - 31.05.2008

Departament: relatii clienti / call center

Titlu Job: operations manager

Responsabilitati:

o Overseeing recruitment, training and on-boarding process for all employees
o Analyzing staffing demands and approving schedule
o Communicating job expectations; planning, monitoring, appraising and reviewing job contributions
o Planning and reviewing compensation actions; enforcing policies and procedures
o Contributing operations information and recommendations to strategic plans and reviews; prepare and complete action plans; implement production, productivity, quality and customer-service standards;
o Forecasting requirements; preparing quarterly and annual budget; initiating corrective actions
o Analyzing process workflow, employee and space requirements and equipment layout; implementing changes
o Responsible for all department management functions results delivery, appraisals, career path
o Involvement in managing relationships with affiliates
o Monthly, quarterly and annual analysis and reporting of results and trends communicated to Upper Board of Directors (CEO and COO)

05.12.2005 - 01.05.2006

Departament: relatii clienti / call center

Titlu Job: customer service trainer

04.04.2005 - 01.12.2005

Departament: relatii clienti / call center

Titlu Job: customer service supervisor

01.10.2004 - 30.04.2005

Departament: relatii clienti / call center

Titlu Job: customer service agent

01.04.2004 - 31.10.2004

Departament: alimentatie / horeca

Titlu Job: waitress

01.02.2004 - 30.04.2004

Departament: administrativ / logistica

Titlu Job: asistent manager

02.08.2003 - 05.02.2004

Departament: altele

Titlu Job: telemarketing agent

studii

 

Facultati:

2015 - prezent Facultate: Management la Facultatea Hyperion din Bucuresti.
2003 - 2005 Facultate: Ingineria si managementul sistemelor tehnogice la Universitatea Politehnica din Bucuresti.
1998 - 2002 Liceu / Școală profesională: Matematica - Fizica la Colegiul National Matei Basarab din Bucuresti.

Premii

Traininguri
Feb 2018 - Feb 2018: EQ Leadership

Nov 2017 - Nov 2017: Junior Manager Bootcamp

Nov 2011 - Nov 2011: People Management - November 2011

Proiecte
Aug 2016 - Feb 2019: Installation Expert - SPSystem Operating Rhythm

Nov 2013 - Dec 2013: • Exchange of experience with US partner team - selected based on self-developed Action Plan

Premii si Distinctii
Mar 2016: • ACE Recognition Program - Best Performers for year 2015 were recognized for top performance with a trip to Spain. Participation to client and partners workshops and conferences were included.

Aug 2013: Supervisor Championship - Won 6 months competition involving most important metrics on the project and administrative management of the team among all Supervisors.

Mar 2013: ACE Recognition Program - Best Performers for year 2012 were recognized for top performance with a trip to Malaysia. Participation to client and partners workshops and conferences were included

aptitudini

 

Limbi straine(Scris,Vorbit,Citit):

engleză(avansat,avansat,avansat)

spaniolă(mediu,mediu,mediu)



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