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Curriculum Vitae

informatii personale


M 22.12.1985

Stagiu militar: da



I am an experienced support contact center individual, aware of mutual employer / employee benefits and interested in a stable job.

Salariu: nespecificat

Tip job: Full time

Departament: Administrativ / Logistica, Telecomunicatii, Relatii clienti / Call center, IT Software, Management, Project Management

Oras de lucru: Bucuresti

Nivel Cariera: Senior-Level (> 5 ani)

Disponibil: oricand

experienta profesionala


01.10.2017 - prezent

Departament: relatii clienti / call center

Titlu Job: coordonator de echipa


Coordonator de echipa in cadrul unui proiect de asistenta telefonica/remote pentru cadrele medicale auxiliare din Franta.

01.09.2015 - 31.07.2017

Departament: relatii clienti / call center

Titlu Job: team leader


 Dynamic floor and tickets queue management
 Monitor calls queue
 Monitor client inboxes
 Assure agent availability for over 10 clients – 24/7h coverage
 Assist in creating the work schedules
 Liaise with all team layers
 SLA and KPI attainment
 Health check metrics
 Team development, motivation and succession planning
 Plan trainings, coaching and side by side sessions
 Attend/lead regular management, team meetings and 1on1s
 Maintain a low attrition rate
 Increase profitability of projects and manage productivity and efficiency

01.08.2011 - 30.09.2015

Departament: relatii clienti / call center

Titlu Job: operations analyst


 Team coordination for meeting call handling standards and improvement in both qualitative and quantitative terms
- Project Knowledge improvement (Knowledge Base management)
- Daily specialists team coordination (requests and incidents management)
- Regular ticket quality audits
- Quality control for the specialists (2nd level team)
- Training (New hires and refresher sessions)
- Feedback and team development
- Process improvement

 Reporting
- Weekly and monthly client activity reports
- Ad-hoc reports for the client and internal management
- Agent activity and project statistics

 Significant achievements
- 1 year client On Site dispatch in France
- Client investment as Clinical Study Unit Systems Expert (SME), providing all applications and process support, business and technical, for internal and external users
- On boarding new applications by creating the required support models and bridging with partners/vendors on the client’s site
- 100% client dedicated resource

01.02.2010 - 31.08.2011

Departament: relatii clienti / call center

Titlu Job: 2nd level technician


 Tickets Quality check if the procedure was followed
 Call Monitoring
 Sharing information and assisting all team members
 Provide new-comer training
 Identify refreshment training needs within the team and provide training & coaching
 Creation of new work documents when needed
 Ensure all project related materials are updated
 Creating weekly and monthly client reports
 Create ad-hoc reports when requested
 Join meetings with clients

 Significant achievements
• 2 months client delegation in Paris, France (Set-up of a new Support Model: January 2011 – February 2011)

01.11.2007 - 28.02.2010

Departament: relatii clienti / call center

Titlu Job: support technician, french / english


 Provide client specific product / software support to external client users. Provide resolutions for the issues being reported while staying within the scope of business
 Work in line with quality standards, procedures and work instructions
 Report on progress, issues and problems to the supervisor, making suggestions to optimize the service and work processes
 1 year client mission in Paris, France. (August 2008 – August 2009) Key role: Accounts and Acess Manager; tracking of training progress and access validation using client’s tools.




2010 - 2013 Facultate: la din Bucharest.
2000 - 2004 Liceu / Școală profesională: la din Buzau.
1992 - 2000 Școală generală: la din Buzau.


Aug 2016 - Aug 2016: “Management Development Program” – Aleman Consulting – Acquired: August 2016

Jul 2016 - Jul 2016: “Service Culture” – Ron Kaufman – Acquired: July 2016

Apr 2013: EXIM “ITIL Foundation in IT Service Management” License #: 488519920209480 – Acquired on: 04/11/2013

Jan 2008 - Jul 2017: Other internal Stefanini trainings: Coaching and feedback, Train the trainers

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