Alexandru Busila
Operations Project Manager at Advalia Services- Claim this Profile
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Bio
Credentials
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IC3 Digital Literacy Certification
Certiport - A Pearson VUE BusinessJun, 2014- Nov, 2024
Experience
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Advalia Services
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Romania
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Outsourcing and Offshoring Consulting
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1 - 100 Employee
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Operations Project Manager
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Jul 2018 - Present
▪ Managing production teams for 3 projects within the Customer Care department: Inbound Call Center 3-5 teams, Written Interactions 2-5 teams, Inbound Enel X 1-2 teams;▪ People management through weekly individual/group meetings with the Team Leaders of each project, in which we assess the situation of the production teams and set targets and measures to achieve performance indicators, while maintaining a working environment based on trust and team collaboration;▪ Operational management by ensuring the necessary human and material resources for the smooth running of the activity: forecast analysis, turnover, training and resource planning, collaboration with other departments, involvement in the implementation process of IT systems, maintaining the link between client and provider and ensuring a high performance standard;▪ Financial-administrative management by checking and validating invoices for services rendered, collaborating with the HR department by planning recruitment sessions, setting salaries and performance bonuses according to employees' needs, their performance and the company's financial possibilities;▪ Maintaining a balance between the KPIs set by the client, between the provider company management and the production teams, with a predominant focus on employee well-being;▪ Constant achievement of the most important performance indicators, i.e. quality of the work performed and efficiency in quantitative terms, plus increased trust within the teams;▪ I coordinated the opening and entry into production of a new large operational center in another city by setting up the room and implementing technical solutions, direct involvement in the recruitment and training of agents, establishing the middle management team, ensuring working conditions and together with my Team Leaders I formed, we took actions to contribute to a friendly, safe and trust-based working environment. Show less
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Team Leader
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Jul 2017 - Jun 2018
▪ Coordination of a call center production team of approximately 10-15 agents;▪ Assess individual and group knowledge and skills and set targets against performance indicators and manage the process of monitoring their achievement;▪ Organizing and conducting regular management and coaching meetings with team members;
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Teleperformance
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France
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Outsourcing and Offshoring Consulting
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700 & Above Employee
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Customer Service Agent
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Jul 2016 - Jun 2017
▪ Taking calls from Enel clients and providing the necessary assistance in accordance with work procedures;▪ Searching and transmitting the necessary information using the company's IT means;▪ Presentation and sale of products and services;
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Customer Service Agent
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Jan 2016 - Jun 2016
▪ Receiving calls from Telekom customers and providing the necessary support for the prepaid card branch;▪ Operating the actions requested by the client in the company's applications and presenting the services/rates;▪ Providing domain-specific technical support and coding interactions in the IT system (Siebel).
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Education
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2015 - 2018
Universitatea Româno-Americană din București
Bachelor's degree, Management, Marketing
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