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Curriculum Vitae

informatii personale

 

M 20.11.1984

Permis conducere:  Cat.B, Data obtinerii:30.01.2004

Stagiu militar: nu

obiectiv

 

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

 

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

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)

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

studii

 

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

aptitudini

 

Limbi straine(Scris,Vorbit,Citit):

engleză(avansat,avansat,avansat)

italiană(avansat,avansat,avansat)



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