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Curriculum Vitae

informatii personale

 

F 13.03.1980

Permis conducere:  Cat.B, Data obtinerii:15.04.2005

obiectiv

 

Sales & Business Operations, Customer Care, People Management

Tip job: Full time

Departament: Internet / e-Commerce, Telecomunicatii, Relatii clienti / Call center, Controlul calitatii

Oras de lucru: STRAINATATE

Nivel Cariera: Mid-Level (2-5 ani)

Disponibil: oricand

experienta profesionala

 

01.02.2012 - prezent

Departament: it hardware

Titlu Job: product development manager

Responsabilitati:

- Leading Hardware Testing Software and Protoshop teams;
- Ensuring new platform’s testing systems are in place;
- Capacity planning during the year, based on current projects and programs;
- Increase visibility for testing teams by organizing monthly shows, acquiring new internal customers and regaining old customers;
- Coaching and mentoring team members;
- Ensuring projects’ milestones, certifications, timelines are achieved as planned.

Realizari:

Regaining old customers by improved level of service and time of response. Revitalizing Hardware Testing Software team through smarter networking. Improved and standardized way of working implementation.

15.11.2010 - prezent

Departament: controlul calitatii

Titlu Job: customer and product quality manager

Responsabilitati:

 Representing the Customer in the factory, ensuring customer driven processes are in place;
 Customer Management: Relationship, Customer Claim handling, Corrective & Preventive Actions management and Customer collaboration focused on Quality;
 Ensuring Customer Quality is covered during new product introduction and mass production;
 Customer rework management and validation;
 Product Quality;
 Providing needed competence and resources to secure continuous quality improvement and product quality related issues;

Realizari:

 Main achievements: Delivery Quality (DQ) Governance Model in place, reduced the Overall DQ by 35% in 1H2011 compared with 2H2010; Improved factory response time by 50% for Eurasia & Europe customers; Established Accessories SWAT team which led to a reduction of number of claims for Eurasia by 35% in 2Q2011 compared to 1Q2011.

02.10.2006 - 14.11.2010

Departament: relatii clienti / call center

Titlu Job: senior business operations manager

Responsabilitati:

 Hands on experience in all aspects of running a business in a multi-functional environment
 Change management implemented for migration to the new Siebel CRM application, by developing new skills and competencies and by becoming first line of support (call centre) of the entire EMEA sales force (approx. 6,000 people)
 3+ years experience in EMEA level Mergers and Acquisitions projects (Stellent, Moniforce, Agile, BEA, Siebel, Demantra, SUN etc.)
 Monitor and review operational performance against agreed KPI's and SLA's and provide senior management with relevant information
 Budgeting, expense management, customer satisfaction surveys etc
 Hire and develop 3 successful teams and uniting them under Bus Ops umbrella: lead management, opportunities & forecast management and quote to order
 Mentoring and coaching team leaders and team members
 Creating and improving business documents and documentation and promoting them to the EMEA Bus Ops community: engagement model, activity report, end of year achievements report, training material for the end users
 Recruiting new team members, identifying team’s training needs
 Running the annual performance reviews, managing performance

Realizari:

 Main challenges for me were to successfully create the Romania Centre of Excellence, regionalize resources, improve teams’ reporting matrix, implement new CRM system at EMEA level etc.

02.04.2006 - 01.10.2006

Departament: relatii clienti / call center

Titlu Job: business operations analyst

Responsabilitati:

 Providing CRM support to EMEA Sales Force by phone, email, ticket service
 Mergers and Acquisitions projects
 Ensuring all corporate systems used by the EMEA License Sales organization remain functional, up-to-date, following new version releases and system upgrades
 Subject Matter Expert (SME) for Opportunity and Forecast Management
 Liaising with business managers and end users to understand and document business requirements across affected business areas
 Design and execute test scenarios and test scripts or user acceptance test plans
 Pro-actively advise on related procedures and processes
 Analyse and document business processes
 The focus areas are functional system setups and testing, managing data quality & consistency and advising & supporting users on application usage
 Creating relevant documentation, such as: workflow diagrams, describing each process in detail, highlighting the responsibilities and actions, templates

Realizari:

 My personal contribution consisted of creating first team’s reporting matrix, creating strong business relationships with the countries, building trust etc.

15.02.2005 - 01.04.2006

Departament: relatii clienti / call center

Titlu Job: customer information analyst

Responsabilitati:

 Collating customer information and identifying new sources in order to get a true and complete picture of our customers
 Verifying and correlating internal databases for pieces of information relevant to the customer intelligence program
 Creating and documenting processes and procedures
 Ensure the accurate and on time delivery of customer information reports
 Developing and maintaining client relationships

Realizari:

 My personal challenge was working with a new developed Oracle application (testing, raising enhancement requests, providing support for Version 2.0 release of the application).

studii

 

Facultati:

ASE - Business Administration - SELS French, graduated in 2003

Activitati extracurriculare

Operations, Customer Relationship Management, Project Management, Performance Management, Coaching, Customer Satisfaction, Quality Assurance, Remote people management of international, cross-cultural teams.

Premii

Chartered Management Institute (2007-2009)
Fundamentals of Management: Leading Teams & Managing Individual Performance

Certified internal auditor for quality and environmental management systems - ISO 9001:2008, ISO 14001:2004, ISO 19011:2002

Certified Project Manager (CNFPA)

Certified Trainer (CNFPA)

aptitudini

 

Limbi straine(Scris,Vorbit,Citit):

engleză(avansat,avansat,avansat)



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