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Curriculum Vitae

informatii personale


M 07.08.1982

Permis conducere:  Cat.B, Data obtinerii:31.08.2000

Stagiu militar: nu



I am currently seeking a professional opportunity to continue exploring my potential and resources to the fullest, not just a job but a chance to grow and constantly improve; this would definitely involve a continuous learning program.

Salariu: nespecificat

Beneficii: Un mediu de lucru placut, un colectiv in care sa ma pot integra usor, comunicativitate maxima in companie, posibilitatea de a promova pe baza unor evaluari a performantelor.

Tip job: Full time

Departament: Internet / e-Commerce, Telecomunicatii, Relatii clienti / Call center, IT Software, IT Hardware

Oras de lucru: Bucuresti

Nivel Cariera: Mid-Level (2-5 ani)

Disponibil: oricand

experienta profesionala


01.07.2013 - prezent

Departament: it software

Titlu Job: critical incident manager – smoc leveraged services


* Perform Impact assessment of all incoming critical/high priority incidents
* Accurately identify a major incident
* Promptly engage technical resources
* Provide Technical bridge leadership and orchestration
* Communication & Escalations of a major incident across all impacted accounts and customers
* Critical Change bridge management, escalation and communication
* Working in accordance with ITIL quality standards, procedures, processes and work instructions.
* Enforcing Incident Management & Control process compliance

01.11.2011 - 31.07.2013

Departament: it software

Titlu Job: itil service manager – c3 leveraged services


Responsibilities include overseeing, facilitating, and administering ITIL based service support processes for assigned accounts.

* Collection and analysis of statistical data related to the performance and outcome of service support processes
* Ensure contractual Service Level Agreements are understood and managed
* Initiate corrective and preventative actions as necessary to resolve operational/service level exceptions
* Collaborate with functional teams and other Service Managers to ensure consistency of delivery, adherence to Best Practices, and continuous improvement
* Facilitate operational meetings to ensure leadership and client awareness of service support items
* Develop repeatable workflows to ensure predictable delivery of services
* Experienced in the following ITIL Disciplines:
* Incident Management
* Request Management
* Problem Management
* Change Management

01.11.2007 - 30.11.2008

Departament: relatii clienti / call center

Titlu Job: it shared services team leader


* Conduct regular meetings with the agents to brief them on all relevant project information, performance
* Coordinate/coach/motivate/monitor and communicate with the agents in their daily tasks
* Provide the Customer and Program Manager with the reports (internal and client) within the dead-lines agreed
* Analyze calls and tickets and communicate to agents where improvements have to be made and where good work has been delivered
* Verify if processes and procedures are used during service desk activities
* Report operational issues/problems to the Project Manager
* Conduct performance evaluations on agents
* Constantly improving the team spirit and increasing knowledge level and motivate the team
* Submitting ideas regarding the improvement of procedures and create/modify them after review and discussion with the line manager

01.04.2007 - 30.11.2007

Departament: relatii clienti / call center

Titlu Job: operations analyst


*Helping and encouraging the team to meet call handling standards and to work towards targeted improvements in both quantitative and qualitative terms
*Evaluating and developing team members through remote and side by side call quality monitoring and giving constructive feedback
*Performing regular ticket quality audits
*Generating periodic reports for the Team Leader/ Program Manager
*Submitting ideas regarding the improvement of procedures and thus increasing the quality
*Supporting the team members in case of problems
*Provide training towards 1st line agents about Operational handbooks and client specific procedures to follow in order to optimize the delivered quality
*Ensuring organization on the floor in order to get the right person in the right place at the right time
*Ensuring procedures are followed in accordance with quality standards and work instructions

01.09.2006 - 30.04.2007

Departament: relatii clienti / call center

Titlu Job: support technician


*To ensure 1st level support service to resolve problems encountered by External customers
*Analyzing support request sent by the customer by calls, mail, web submit, examining all problems
*Evaluating complexity, impact and priority and giving required support efficiently and effectively and in accordance with priority, impact and SLAs
*Escalating and follow up problems to the relevant support groups according to procedures
*To participate as a team member to achieve established maintenance objectives
*Reporting on progress, issues and problems to the supervisor; giving suggestions to optimize service offered and work processes
*Study and participate in activities to improve knowledge of project’s specific software and/or products

01.11.2005 - 30.09.2006

Departament: marketing

Titlu Job: marketing associate


*Developing and managing the distribution plan for the promotional materials used with the Western Union regular campaigns
*Developing and maintaining the documentation related to the efficient usage of the promotion materials towards the subcontractors of the firm
*Collecting and processing economic and statistical data and presenting it to the managers and business partners
*Reviewing of the existing processes and evaluating opportunities for enhancements and changes
*Running all the daily core activities in bilingual - mostly Italian + English




2001 - 2005 Facultate: Relatii Economice Internationale la Universitatea Ovidius Constanta din Constanta. Diploma de licenta.


Jan 2010 - Jan 2010: ITIL v3 Foundation Certified, EXIN

Jul 2007 - Jul 2007: ITIL v2 Foundation Certified, EXIN



Limbi straine(Scris,Vorbit,Citit):



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