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Curriculum Vitae

informatii personale

 

F 22.07.1967

obiectiv

 

A dynamic and flexible person with high levels of expertise and professionalism. Accustomed to work in different business environments, easily adapting to volatile context. With solid crisis management skills. Good communicator and team player who adopts a motivated and flexible approach to all endeavors, working on its own or as part of a team. Experienced in Consumer and Customer Service area in various business environments.

Salariu: nespecificat

Tip job: Full time

Departament: Relatii publice, Office / Back-office / Secretariat, Marketing, Publicitate, Administrativ / Logistica, Functii publice, Relatii clienti / Call center, Import - export, Financiar / Contabilitate, Management

Oras de lucru: Bucuresti

Nivel Cariera: Mid-Level (2-5 ani), Manager / Executiv, Senior-Level (> 5 ani)

Disponibil: oricand

experienta profesionala

 

01.06.2019 - prezent

Departament: altele

Titlu Job: referent

Responsabilitati:

Biroul Reclamatii

01.11.2010 - 31.12.2018

Departament: relatii publice

Titlu Job: consumer infoline team leader

Responsabilitati:

The key challenge and task was to develop a strategy for managing conflict situations, in order to handle consumer and customer complaints, mitigating all possible risks, the most important being the corporate reputation one.
The role is instrumental for ensuring excellent consumer interactions and maximizing their satisfaction upon contacting Infoline. Leading the team that represents the voice of Coca-Cola HBC in front of consumers is a great responsibility and implies knowing very well the business, understanding the correlations between the internal departments and being always up to date with company’s projects & campaigns.

Main tasks:

• To ensure that all requests, especially complaints addressed through Coca-Cola communications channels (toll free number, web-site, in person, Consumer Protection Office, etc) by consumers and clients are diplomatic handled in line with company guidelines and procedures.
• I was responsible to lead and oversee the daily activity of the Coca-Cola HBC Infoline team, in order to achieve their objectives, to ensure that Coca-Cola HBC standards are maintained and even exceeded.
• Act as a mentor to new hires in the department, providing coaching and facilitating integration.
• Always connected with other departments (Sales, Marketing, Customer Service, Legal, Sustainability) to understand business processes, to be informed about projects and to ensure understanding of business implications in case of a complaint.
• Organizing recurrent meetings with Marketing Department and the agencies to set up new promotions.
• Organizing regular meetings with partners from The Coca-Cola Company to ensure coordination on public communication towards consumers, either via email/phone handled by Infoline, but also through social-media, process run by The Coca-Cola Company.
• Updating internal procedure, contribute to maintain high departmental performance and delivering good results after internal and external audits.
• Updating guidelines and procedures for potential crisis situation, or by types of complaints.
• Responsible for sending weekly & monthly Consumer Complaints reports.
• Responsible for risks evaluation, reporting all possible incidents to crisis management team.

01.10.2006 - 31.10.2010

Departament: vanzari

Titlu Job: customer service specialist

Responsabilitati:

My key role is to ensure excellence in managing customer relations and maximizing customer satisfaction.

• Open and maintain customer accounts by recording account information
• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; following up to ensure resolution
• Prepare product or service reports by collecting and analyzing customer information
• Contribute to team effort by accomplishing related results as needed
• Manage large amounts of incoming calls
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships of trust through open and interactive communication
• Provide accurate, valid and complete information by using the right methods/tools
• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
• Keep records of customer interactions, process customer accounts and file documents
• Follow communication procedures, guidelines and policies
• Prepare on Time reports for selected customers using SAP, excel (weekly/monthly reports regarding SL, Top 10 Undelivered reasons, action plans/ learnings).

01.03.2002 - 30.09.2006

Departament: relatii publice

Titlu Job: plant visits coordinator

Responsabilitati:

• Supporting company & operations presentation during Plant visits program organized by Coca-Cola HBC for authorities, high school pupils, etc.
• Organizing visits for groups of people, setting up all details in order for a smooth development.

01.05.1995 - 28.02.2002

Departament: resurse umane / psihologie

Titlu Job: receptionist and hr clerk

studii

 

Facultati:

2003 - 2006 Liceu / Școală profesională: . la Liceul Mircea Eliade din Bucuresti. University of Bucharest – Business and Public Administration (interrupted in the 3rd year)

Premii

Traininguri
Jan 2015 - Dec 2018: All trainigs
Business Communication and Meeting Skills, Presentation Skills for Management, Non-violent Communication Training with Eva Rambala, Non-Verbal Communication with Alan Pease, Communication in case of crises with Mihaela Nicola, Blogging for Companies with Cristi Manafu, “Press release. Message’s way in big companies” training with Liviu Avram.
SAP trainings, Communication trainings, Anger diffusion, managing conflicts, IMCR trainings, “Public speaking for leaders and managers”, Assertive Communication Training



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