01.09.2015 - prezent

Departament: management

Titlu Job: project manager

01.09.2014 - 30.09.2015

Departament: management

Titlu Job: account coordinator

Responsabilitati:

- Manage the IntraDay controllers (OMD) , Quality Analysts, Team Leads and Trainers for a German Internet Service Client

- Ensuring business alignment to overall service strategy and requirements
- Ensuring consistency in service delivery and business processes in the provision of services to customer and consumers
- Act as the primary interface between SYKES and Customer department(s)

- Translate client requirements into effective local level goals and objectives
- Communicate effectively and clearly the goals and objectives - ensure the team(s) has/have complete awareness and understanding of all SLA’s, KPI’s and business objectives - deliver all reporting as per the account reports suites

- Maintaining financial stability by establishing internal controls.

- Active role in the recruitment and selection processes for all available position in the German account + internal recruitment processes for Individual Contributor Middle management positions (over 100 German interviews for agent positions as well as for Team Leader, Trainer and Quality Analyst)
- Active role in the team leader role development and all quality positions

- Active role in the Learning and Development role for the first management level

01.09.2011 - 31.08.2014

Departament: management

Titlu Job: team lead

Responsabilitati:

- Monitor and maintain quality and KPIs
- Providing weekly feedback to 20 agents based on productivity and quality reports
- Help develop team members; resolve dysfunctional behavior
- Escalate issues which cannot be resolved by the team
- Responsible for the productivity reports of agents activities and performance
- Plan the agents according to the work volume in order to reach specific KPIs
- Recognize when agents need improvement and establish training's with QA


Trainings :
- PEP Fundamentals
- Behavioral Interview Skills
- Delivering effective Feedback
- Coaching for Success
- Supporting Attendance
- Retention
- Insights Discovery
- Managing Discipline
- Time Managment
- Presentations Skills
-Negotiation Skills
-Conflict Management

01.05.2011 - 30.09.2011

Departament: relatii clienti / call center

Titlu Job: backoffice analyst sykes cluj napoca

01.01.2010 - 30.04.2011

Departament: office / back-office / secretariat

Titlu Job: asistent manager

Responsabilitati:

Answer telephones and give information to callers, take messages, or transfer calls to appropriate individuals.

Maintain scheduling and event calendars.

Compose, type, and distribute meeting notes, routine correspondence

Schedule and confirm appointments for clients

Complete forms in accordance with company procedures.

Maintain good communication line and relationship with customers.

Maintain accurate records of all office-related work.

Facultati:

2010 - 2013 Facultate: Marketing/Relatii cu publicul la Babes-Bolyai University, Cluj-Napoca, Faculty of Political, Administration and Communication Science din cluj.
2009 - 2012 Facultate: Pictura/Design la Tudor Jarda din Cluj. 1998 – participation with personal works to the “Florin Tonea” Painting Exhibition, "Alianta Artelor" Gallery, Cluj-Napoca
2000 - participation with personal works to the “Florin Tonea” Painting
Exhibition, "Paul Sima" Gallery of the Academic College, Cluj-Napoca
2008 - participation with personal works to the the "Rotary Club" Christmas Ball painting exhibition & auction, Cluj-Napoca
2009 - participation with personal works to the the "Rotary Club" Christmas Ball painting exhibition & auction, Cluj-Napoca 2010

Premii

atestat de limba germana "Deutsches Sprach Diplom" nivel avansat