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Curriculum Vitae

informatii personale

 

F 24.01.1986

obiectiv

 

Salariu: nespecificat

Tip job: Full time

Departament: Resurse umane / Psihologie, Office / Back-office / Secretariat, Altele, Educatie / Training / Arte, Administrativ / Logistica, Relatii clienti / Call center, Traduceri

Oras de lucru: Bucuresti

Nivel Cariera: Manager / Executiv

Disponibil: oricand

experienta profesionala

 

01.09.2017 - prezent

Departament: relatii clienti / call center

Titlu Job: operations manager

Responsabilitati:

• Determine operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses
• Maintain and improve operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades
• Meet financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions
• Prepare performance reports by collecting, analyzing, and summarizing data and trends
• Accomplishe organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
• Responsible for the Operations lead of a team and for the delivery of the overall operational metrics & sales targets
• Selecting, effectively managing and coaching Project Managers
• Managing Client Engagement

01.05.2015 - 31.08.2017

Departament: relatii clienti / call center

Titlu Job: project manager

Responsabilitati:

• Maintain and improve the operations by monitoring system performance; identify problems and risk; prepare and complete action plans; complete system audits and analysis; manage system and process improvement;
• Ensure the achievement of all KPIs stipulated by clients through active coordination with various Operations and Support functions (i.e. Human Resources, Facilities, I.T., Finance and Training & QA);
• Participate at the development of various procedures and regulations and respective follow up process;
• Ensure direct reports; manage their programs successfully through the achievement of service levels and revenue targets through active coordination on staffing requirements, adjustment of staff schedules, usage of overtime or under time, systems, facilities etc;
• Responsible for collaborating with the management in the development of key strategies, projects, functions and services;
• Provide regular reporting on performance metrics, analysis and recommendation on improvement plans, highlighting potential risks and proposing action plans to mitigate them, and keeping stakeholders informed on key projects;
• Collaborate with other operations executives to anticipate the needs of the clients and act proactively according to their requirements;
• Provide direction, mentoring, coaching and counseling to direct reports and the rest of the team as necessary;
• Promote ethical behavior within the organization; and monitor adherence to business ethics, compliance, policies and guidelines.

01.02.2014 - 30.04.2015

Departament: relatii clienti / call center

Titlu Job: team leader

Responsabilitati:

▪ Managing multiple projects in different areas (Retail, Customer Care)
▪ Active participation in the set-up and run phases of projects
▪ Contact person for main customers of the company
▪ Presentation of monthly results balances after a period with a strong impact on activity (marketing campaigns, launch of services / new products etc.)
▪ Proposal of action plans both in daily activities and in crisis situations
▪ Following contractual and financial indicators
▪ Managing volumes and adapting resources to the existing workload

01.05.2012 - 01.01.2014

Departament: relatii clienti / call center

Titlu Job: supervisor

01.09.2010 - 01.04.2012

Departament: relatii clienti / call center

Titlu Job: back officer

21.10.2009 - 12.06.2010

Departament: relatii clienti / call center

Titlu Job: agent servicii clienti

01.03.2009 - 31.07.2009

Departament: administrativ / logistica

Titlu Job: asistent manager

studii

 

Facultati:

2008 - 2009 Masterat: Filologie/Franceza pentru afaceri la Universidad Autonoma Madrid din Madrid.
2005 - 2008 Facultate: Filologie/Engleza-Franceza la Facultatea de Limbi si Literaturi Straine din Bucuresti.

Facultati in straiatate

2008- Universidad Autónoma de Madrid, Master en Francés en el Ámbito Profesional: De los Conocimientos Tericos a las Competencias Profesionales, Madrid

Premii

Certificari
Nov 2015 - Nov 2015: ICMI
ICMI provides contact center professionals – from agents to executives – with the skills to improve service levels, increase employee engagement and raise the overall value of the contact center within their organization.
Jun 2014 - Jun 2014: iAspire

Jul 2013 - Oct 2013: SixSigma Yellow Belt

aptitudini

 

Limbi straine(Scris,Vorbit,Citit):

franceză(avansat,avansat,avansat)

germană(incepator,incepator,incepator)

spaniolă(avansat,avansat,avansat)



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