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| Curriculum Vitae |
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informatii personale
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M 20.11.1984 Permis conducere: Cat.B, Data obtinerii:30.01.2004 Stagiu militar: nu
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obiectiv | |
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Experienced Leader focused on Client Satisfaction, People and Performance with a demonstrated history of working in customer centric businesses. Open-minded individual, driven by continuous improvement and collaboration, I engage in day to day activities and in new challenges with enthusiasm and commitment to fulfill both professional and personal objectives.
Salariu: nespecificat Tip job: Full time Departament: Relatii publice, Marketing, Administrativ / Logistica, Achizitii, Financiar / Contabilitate, Banci, Management Oras de lucru: Cluj-Napoca, STRAINATATE Nivel Cariera: Manager / Executiv Disponibil: oricand | experienta profesionala | |
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01.07.2014 - prezent Departament: relatii clienti / call center Titlu Job: team leader Responsabilitati: - Manage & develop a Customer Service Representatives group with a wide range of responsibilities across the business, ensuring a pleasant, motivating and efficient work environment
- Coordinate people/tasks/activities/processes, driving for Customer Service Excellence
- Recruit & implement training programs and development plans achieving employee satisfaction and retention targets
- Develop and ensure KPI targets are achieved and exceeded through a high level of response rate to internal/external customers & efficient cross-departmental collaboration
- Conduct constant department and 1 to 1 meetings to coach and track performance, engagement and lay grounds for ideas and innovation
- Perform team and individual evaluations resulting in excellent talent resource utilization and Excellence Awards
- Lead and actively contribute in several projects across the organization aimed to implement, improve or elaborate processes designed to boost service and performance |
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01.03.2009 - 30.06.2014 Departament: relatii clienti / call center Titlu Job: customer service representative Responsabilitati: - Process and follow up on orders, credit/debit notes and price offers/quotations on the in-house systems
- Inbound: handling specific calls regarding availability, price and order status for the English, Italian and Eastern European markets, including handling transfers to specific employees, according to the escalation process.
- Coordinate local/global shipments with Logistics department
- Full support to sales team
- Business Agreements administration & internal/external communications
- Train/support and coach new employees
- Develop / Implement new procedures and tools and keep CRM system up to date
- Coordinate UK customer service team (workload balance, task assignments and prioritization) |
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01.03.2005 - 31.03.2009 Departament: relatii clienti / call center Titlu Job: operator sef/ specialist pe serviciu Responsabilitati: - Handle phone calls in English and Italian for various Customers
- Handle Key customer and critical conflicts/situations that escalated
- Train/Assist new employees |
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Facultati: 2004 - 2008 Facultate: Economia Comertului, Turismului si Serviciilor la Universitatea Dimitrie Cantemir, Facultatea de Stiinte Economice din Cluj-Napoca.
1999 - 2004 Liceu / Școală profesională: Stiintific la Liceo Scientifico "G. Falcone" din Asola (Italia).
Premii Traininguri
Apr 2019 - Apr 2019: Crucial Conversations
Apr 2018 - Apr 2018: Finance and Accounting for Non-financial Managers
Mar 2017 - Mar 2017: Behavioral Interviewing
Jan 2017 - Nov 2017: Presentation skills
Oct 2016 - Jun 2018: Mentoring
May 2013 - May 2013: Problem Solving
Mar 2013 - Mar 2013: Exceptional Performers
Feb 2012 - Feb 2012: Excel - MS Office
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| | aptitudini | |
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Limbi straine(Scris,Vorbit,Citit): engleză(avansat,avansat,avansat) italiană(avansat,avansat,avansat) |
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