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Curriculum Vitae

informatii personale

 

F 22.11.1983

Permis conducere:  Cat.B, Data obtinerii:03.06.2005

obiectiv

 

Postul pe care eu mi-l doresc ar trebui sa aiba diversitate, oportunitati de dezvoltare, un domeniu de lucru activ si o echipa cu gandire deschisa pentru noi provocari.

Beneficii: pachet salarial motivant, training,

Tip job: Full time

Departament: ONG / Voluntariat, Turism / Hotel staff, Internet / e-Commerce, Relatii clienti / Call center, IT Software, Saloane / Clinici frumusete

Oras de lucru: Bucuresti

Nivel Cariera: Manager / Executiv

Disponibil: oricand

experienta profesionala

 

01.11.2013 - prezent

Departament: it software

Titlu Job: quality lead

Responsabilitati:

Organize quality processes and resources to ensure the agreed standard of customer service, in accordance with client’s expectations, contractual measurements and Stefanini values; support the QS team in meeting their individual, project or team objectives; to work together with the site and project managers in improving quality KPIs and streamline quality activities across the site. Coordinate quality activities across all projects; ensure that processes needed for quality assurance are established, implemented and maintained.
Set standard or project-specific quality objectives, in cooperation with the project leads, and ensures that targets are achieved. Drive identification of root cause of quality issues and execution of quality improvements plans.
Organize and manage the Quality Specialists activities in cooperation with the project leads and the other horizontal leads.
Provide leadership, support and coordination for the Quality Specialists roles across the site; promote quality achievement and performance improvement.
Create and maintain a team environment; facilitate the sharing of information, expertise and best practices across the quality horizontal.
Identify relevant quality-related training needs; provide training, tools and techniques to enable the Quality Specialists to achieve quality.
Serve as the subject matter expert in quality; is the "go to" person for questions about quality, quality measures and quality improvement.
Ensuring resource allocation for quality activities is balanced across teams to get the right person in the right place at the right time.
Coordinating the internal audit process, keeping track and observe all team members trained as internal auditors, communicate with the management team to schedule audits, perform follow up on CAR’s, assist new projects on implementing all BBP requirement and also provide training to new management resources

01.07.2011 - 30.11.2013

Departament: it software

Titlu Job: team leader

Responsabilitati:

Responsibilities: Handling a team of 30 agents, ensuring their schedule and that the right person is in the right place at the right time. I am also handling their periodically and yearly evaluation, provide feedback and identify training/coaching needs; holding one to one meetings and present monthly metrics and incentive results, suggestions on how to improve their performance and also gather their feedback and overall opinion on the job and tasks performed. Organize client meetings on a regular basis presenting the results for each market and also provide explanations and also come up with suggestions on how to improve certain fields when necessary. Participate in the recruitment process either for new employees or when a promotion to 2nd level position is available; performing weekly reports on the team’s results and each market’s figures to ensure that the contractual agreement is met and make changes to the schedule and tasks assignment if necessary. Handle outages, prioritising tasks, organising the team to handle the situation as best as possible and also collaborate with my colleagues in order to share tasks and solve the issue as soon as possible to have a minimum impact on the business. Motivate the agents and guide them to certain career paths within the team depending on their skills and capabilities, offer them ways to improve and tasks to evolve their skills. Participate in management meetings for sharing the cases encountered and also gather feedback, suggestions but also share the results and resolutions found.

01.05.2010 - 31.07.2011

Departament: it software

Titlu Job: operation analyst,

Responsabilitati:

Responsibilities: Performing monthly quality checks for Helpdesk agents; identify possible issues and interpret the results, proposing trainings and improvement plans for the 1st and line of support, developing and applying KIPs, handling complaints and provide feedback.

01.12.2008 - 31.05.2010

Departament: it software

Titlu Job: resource technician,

Responsabilitati:

Responsibilities: Provide technical support for travel agencies that use Galileo GDS system. Keep a professional attitude for any circumstances, follow the procedures given and also respect the 8 steps of call handling. Provide assistance for the team members and keep in contact with the 2nd level of support. Follow up with the tea-m’s progress and escalations. Fulfil the tasks of the TL when needed, keeping track of the SLA and recording calls for monitoring purposes. Performed side by side training and also required training session for different topics.

01.03.2008 - 31.12.2008

Departament: it software

Titlu Job: support technician,

Responsabilitati:

Department: IT support
Responsibilities: Provide technical support for travel agencies that use Galileo GDS system. Keep a professional attitude for any circumstances, follow the procedures given and also respect the 8 steps of call handling.

10.09.2007 - 14.02.2008

Departament: turism / hotel staff

Titlu Job: travel agent

Responsabilitati:

mentinerea lagturii cu partenerii externi, interni, furnizori atat pe mail cat si telefonic; rezolvarea solicitarilor in timp util atat a turistilor externi cat si a celor interni; intocmire polite asigurari medicale; intocmire programe turistice atat pentru grupuri cat si pentru indivudali si calcularea tarifelor in functie de ofertele disponibile; mentinerea legaturii cu posibili parteneri din alte tari.

01.03.2007 - 25.05.2007

Departament: crewing / casino / entertainment

Titlu Job: sef de sala

Responsabilitati:

SUPRAVEGHEREA PERSONALULUI, COMUNICAREA CU CLIENTII,ADMINISTRAREA UNEI GESTIUNI, INTRODUCEREA DATELOR IN CALCULATOR, COORDONAREA SCHIMBURILOR DE TURA.

Realizari:

AM AJUNS SA OCUP ACEST POST IN URMA PROMOVARII DIN FUNCTIA DE SUPRAVEGHETOR RULETA. Am condus o echipa de 40 de oameni.

01.11.2003 - 01.03.2007

Departament: crewing / casino / entertainment

Titlu Job: supraveghetor ruleta

Responsabilitati:

Gestionarea creditelor clientilor, abilitati de comunicare cu publicul indiferent de situatie, prezentatrea comenzilor la bar, debarasare, abilitai de lucru in echipa, rezistenta la stres, agilitate, capacitatea de a lua decizii in situatii de criza.

Realizari:

Se pune baza pe capacitatea de a lucra cu oamenii indiferent de starea de spirit a acestora, atentie sporita atat la gestiune cat si la nevoile clientului, capacitatea de a gandi si a lua decizii foarte rapid.

01.08.2003 - 30.10.2003

Departament: financiar / contabilitate

Titlu Job: ajutor contabil

Responsabilitati:

Contabilitate primara pe calculator, introducerea in baza de date a facturilor si a chitantelor societatilor comerciale cu atentie maxima iar actele sa fie in ordine.

Realizari:

capacitatea de a retine toate detaliile referitoare la firme, deplasari ptr depunerea actelor la diferite institutii de stat.

01.06.2003 - 01.08.2003

Departament: imobiliare

Titlu Job: secretara

Responsabilitati:

Realizarea unei perfecte comunicari si coordonari a agentilor de teren, stabilirea legaturilor dintre acestia si clienti, operare pe calculator cu un program de specialitate si word, intocmirea actelor de vanzare cumparare, organizarea activitatilor de protocol.

Realizari:

Capacitatea de a lucra in echipa si de a mentine in permanenta ordine in baza de date, organizarea agendei directorului firmei.

studii

 

Facultati:

2003 - 2008 Facultate: Turism la universitatea Bucuresti din Bucuresti.

Activitati extracurriculare

fire prietenoasa, mereu deschisa provocarilor, spirit de echipa, aptitudini de lider, abilitati de organizare si coordonare a unei echipe, imaginatie, spirit inventiv.

aptitudini

 

Limbi straine(Scris,Vorbit,Citit):

engleză(avansat,avansat,avansat)



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