01.12.2016 - prezent

Departament: vanzari

Titlu Job: senior sales support manager

Responsabilitati:

Reporting to the Director of Support Sales North Region, the focus of the role is on extensive strategies for optimum sales growth and renewal of On Premise Service contracts, leading and driving execution of key strategic initiatives as well as delivering a high degree of operational and customer excellence.

Duties include but not limited to:


• Collaborate with regional managers and directors to build strategies, support the tactical establishment of KPIs, Territory Design & Allocation, Headcount, Budget, Market Trends, Online Processes.
• Effectively manage the team leader and different team segments to deliver against the quarterly sale targets and the KPIs. Total Quota in Fy17 of 80M$ covering German Commercial Market
• Performance Management: monitor the team’s performance – coach, guide, lead to excellence in execution and customer satisfaction, conduct performance reviews, quarterly and annual appraisals, career development and performance improvement plans.
• Stakeholder Management: supporting the strategic relationship with Customers & Partners, Pre-Sales, Sales, C&C, HW Delivery and international interactions with stakeholders from Germany, Romania, UK, Netherlands, India, Spain
• Resource Management: hiring, staffing, coaching, mentoring cross LOB as well.
• Cost Management: monitor cost and budget. Profit loss control by overseeing the operational aspects and planning for business coverage of the sales areas and customer retention
• Risk Management: Account Planning, Forecasting, Advance Quotation

01.06.2012 - 30.11.2016

Departament: vanzari

Titlu Job: sales support manager

Responsabilitati:

Responsible for direct leading the sale support and administration teams to work with sales, marketing and finance to support company’s overall sales objectives, increase customer satisfaction, maximize the revenue growth and optimize the current processes.

Duties include but not limited to:

• Performance Management: monitor on a daily basis the activity of 14 people, guide, lead to excellence in execution and customer satisfaction, conduct performance reviews, quarterly and annual appraisals, career development and performance improvement plans.
• Resource Management: responsible for hiring, staffing, coaching, budgeting and resource allocation
• Conflict Management
• Stakeholder Management: regular calls and f2f meetings with the teams, regional directors, partners and customers.
• Cost Management: monitor cost and budget. Profit loss control by overseeing the operational aspects and planning for business coverage of the sales areas and customer retention; Forecasting
• Ownership of projects. Coordinate internal and cross functional projects.
• Handle and resolve complex customer requests or complaints and act as point of escalation.


Key achievements
*One of the most cohesive teams within the center, by creation of a team culture, excellence in execution and empowering people.
*Development of the people (3 areas: sales, management and process experts) by coaching, mentoring and facilitating training and programs.
*Lowest attrition rate 0,66% - employees retention focus over the past 5 years by creation of a recognition & award system ( monetary & non-monetary ), work life balance program creation, Successor program ( 2 people included in the program).
*Constant sales target achiever and over-achiever, trend setter in operational executions

01.07.2011 - 30.06.2012

Departament: vanzari

Titlu Job: sun microsystem integration - operational manager

Responsabilitati:

Reporting to the regional North Manager, I was responsible for managing and developing the sales team, process, operations and integration of the Hardware service contracts into the existing core Software contract base.

Duties included but not limited to:
• Managing a sales team of 16 sales representatives and effectively deliver against KPIs
• Monitoring and controlling the sales forecasts and quarterly targets
• Reducing the existing backlog and improving the overall sales performance
• Acting as point of escalation
• Decreasing the existing knowledge gap
• Supervising the operations and contract base migration

Key Achievements:
*Created a team culture and led the smooth integration of the software & hardware team members
*Successful Integration - Alignment with the corporate strategy & internal policies, data migration, price/quotation/sales cycle & CRM usage according to the existing methodology, customer education & presentation of the services
*Worked with the local manager to transfer knowledge and increased sales expertise
*Reduced the backlog to 0 within 1 year and switched to a proactive approach rather than reactive
*Reduce significantly the escalation numbers and increased the customer satisfaction
*Constant quarterly sales target achiever and operational excellence in a new segment where there were many unknown factors

01.08.2010 - 31.07.2011

Departament: vanzari

Titlu Job: support renewal representative

Responsabilitati:

Responsible for ensuring the successful renewal of the hardware maintenance contracts for existing small/medium-sized customers in Germany, after the SUN Acquisition and handling any resulting queries that the customers may have about their contracts.

Duties include but not limited to:
• Correctly identify customer requirements and needs for support services, including contractual terms and conditions, support service offers and products.
• Educate customers on Oracle e-business practices and any associated contractual implications along with customer retention campaigns.
• Accurately forecasts business targets and opportunities in territory.
• Promptly handle and solve customer objections and complaints.
• Prepare correct sales orders and quotes, perform the booking process.

Key Achievements:
*Constant target achiever and over-achiever
*One of the fastest/agile learners in terms of the acquisition transfers knowledge
*Became informer leader and mentor/ coach for the new hired colleagues
*Successor for former Manager

01.10.2008 - 31.07.2010

Departament: relatii clienti / call center

Titlu Job: level 1 senior process analyst/associate

Responsabilitati:

Duties include but not limited to:
• Provide 1st line technical support via phone, email, chat and web for the DACH region
• CRM usage : logging/ updating customer details, raising tickets/ tickets escalations and re-assignment to L2 where applicable
• Identifying the issue and categorizing / prioritize the incident
• Maintain a high degree of customer service for all support queries and adhere to all service management principles.

Facultati:

2007 - 2010 Facultate: Business Administration in German Language la Academia de studii Economice, Bucuresti din Bucuresti.

Facultati in straiatate

Nu

Premii

Certificari
Apr 2017: Learning Cloud Computing : Core Concepts

Jan 2017 - Jan 2020: Project Management Professional (PMP)®
Certification Authority: Project Management Institute
PMP® #2006859
May 2016 - May 2016: Project Management Fundamentals (2011)
Lynda.com
License No 6033DD
Oct 2013 - Aug 2014: Sales Trust Academy Level 5 Award in Sales Management
http://www.salestrust.eu/
Managerial Programm ( coaching, forecasting, sales negociation, establish territories, account management, managing performance, motivation&compensation)
Sep 2012 - Apr 2013: Chartered Management Institute , Level 5 Award in Management and Leadership
Chartered Management Institute/DDA Consulting International, www.managers.org.uk, Licență C10338443
Premii si Distinctii
Aug 2014: Oracle Service Excellence Award - Leadership

Traininguri
Sep 2012 - Oct 2012: Foundation Of Management - Chartered Management Institute (CMI) /DDA Consulting International

Jun 2012: Coaching Techniques - Mihai Stanescu

Apr 2012: Coaching Skills For Managers - www.lane4performance.com

Jan 2012: Crucial Conversation

Oct 2011: Abilitati practice de selectie si recrutare www.hart.ro