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Curriculum Vitae

informatii personale

 

F 29.11.1989

Permis conducere:  Cat.B, Data obtinerii:21.01.2008

obiectiv

 

Experienced Quality Specialist with a demonstrated history of working in the information technology and services industry. Strong quality assurance, professional skilled in ServiceNow Reporting and Consultancy, Team Building, ITOs, Management, Leadership, and Microsoft Excel. I enjoy working with proactive people, who like going the extra mile and who think out of the box.

Salariu: nespecificat

Tip job: Full time

Oras de lucru: Bucuresti, Remote (de acasă)

Nivel Cariera: Senior-Level (> 5 ani)

Disponibil: oricand

experienta profesionala

 

01.11.2017 - prezent

Departament: it software

Titlu Job: quality specialist

Responsabilitati:

· I conduct weekly/monthly quality audits using established standards for evaluation

· I provide real time feedback to Agents/TMs and Global IT regarding results of the quality evaluation

Quality Meetings

· I have the governance of weekly quality sessions and open discussions with IT Leads

· I disseminate quality meeting results to the Operations Team and Global IT Leads


Analytics

· I provides analysis and recommendations/suggestions based on the results of audits/quality meetings

· I have an excellent understanding of ServiceNow platform, for which I offer consultancy

· I have very good ServiceNow and Excel reporting skills


Quality Initiatives

· I propose and assist in implementing the quality initiatives for the department and for the client I work for

· I conducts meetings / huddles with appropriate stakeholders to discuss quality findings, observations and action plans


Subject Matter Expert

· I maintains subject matter expertise through ongoing regular job experience by processing transactions and providing support to the operations with procedural and policy related questions

· I perform RCAs whenever requested or whenever I consider necessarly.


Documentation

· I provide support in documenting business processes and other continuous improvement projects

· I maintain the organization of QA files/references and performance reports

· I prepare accurate reports with trends, analysis and suggestions/ recommendations



Others:

· I offer suggestions and consultancy to other areas and members of both internal and external SMO.



01.05.2017 - 30.11.2017

Departament: it software

Titlu Job: project manager

Responsabilitati:

Type of job: Management
-Implementation of projects;
-Activity planning and sequencing;
-Resource planning;
-Cost estimating;
-Budget developing;
-Team Leadership;
-Business Partnering;
-Controlling established KPI’s
-Controlling quality services;
-Creation of charts to have a better view of the services provided;
-Training and development of Team Leaders;


01.01.2015 - 31.05.2017

Departament: it software

Titlu Job: team leader

Responsabilitati:

Support team manager and perform management duties when manager is absent or out of office
•Manage inventories and stock, including keeping detailed records of inventory use and activity of each project and advising management on ordering where necessary
•Provide encouragement to team members, including communicating team goals and identifying areas for new training or skill checks
•Assist management with hiring processes and new team member training
• Answer team member questions, help with team member problems, and oversee team member work for quality and guideline compliance
•Communicate deadlines and goals to team members
•Develop strategies to promote team member adherence to company regulations and performance goals
•Conduct team meetings to update members on best practices and continuing expectations
•Generate and share comprehensive and detailed reports about team performance, mission-related objectives, and deadlines
•Ensure company brand materials and physical working spaces meet and exceed company presentation standards
•Provide quality customer service, including interacting with customers, answering customer enquiries, and effectively handling customer complaints
•Monitor the SLAs and KPIs
•Dealing with clients from different countries.

01.09.2012 - 31.01.2015

Departament: it software

Titlu Job: back-up team leader

Responsabilitati:

In addition to the responsibilities as an agent, I had to:
•listen and analyze the calls;
•evaluate chats and e-mails;
•offer constant feedbacks, in order to assure quality services;
•organize the teams' schedule monthly;
•check the accuracy of the activity reports;
•communication with both internal and external customers;
•follow team leader's directions.

01.03.2011 - 30.09.2012

Departament: it software

Titlu Job: technical support agent (full time)

Responsabilitati:

Type of job: Outsourcing/Offshoring
• Providing support to clients (via email, chat and phone) regarding technical issues: PC's functionality, password reset, Internet connectivity issues, emailing options etc.;
• Documenting issues that you deal with on a daily basis into the ticketing system;
• Troubleshooting hardware, software and network related issues;
• Escalating problems to the next level of support when necessary;
• Help the client with all the necessary information.

studii

 

Facultati:

2004-2008 COLEGIUL NATIONAL ''NICOLAE GRIGORESCU'' CAMPINA
UNIVERSITATEA BUCURESTI FACULTATEA DE LITERE SPECIALIZAREA STUDII EUROPENE

Premii

Certificari
Aug 2019: ServiceNow Performance Analytics Essentials

aptitudini

 

Limbi straine(Scris,Vorbit,Citit):

engleză(avansat,avansat,avansat)

franceză(avansat,avansat,avansat)



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