Experience

UniCredit Consumer Financing IFN SA

• Banking
• 100 - 200 Employee

• Head of Customer Satisfaction and Complaints

  • Oct 2020 - Present

  Design and develop the overall strategies and methodologies to continuously monitor and evaluate the internal/external Customer Satisfaction. Identify and analyze the key drivers of the internal/external Customer Satisfaction and their correlation with customer/network behavior. Identify, classify and report the main weaknesses emerged in the examination of complaints Define initiatives and activities to enhance internal/external Customer satisfaction and reduce complaints coherently with the target assigned. Design and implement initiatives in order to create, maintain and enhance a customer-care-culture in the full organization. Complaints Management • Facilitate and maintain an effective approach to the management of complaints; • Ensure the effective management of a dynamic and complex complaints caseload, in accordance with the Complaints Procedure, ensuring compliance with national targets and within the framework for managing complaints promptly, providing responses that address the complainant's concerns; • Provide expert advice and support to staff on the handling of complaints, on investigation techniques and carrying out root cause analysis and writing statements; • Undertake complex audits as appropriate; • Handling and monitor performance of complaints activity. Administrative Service Management • Responsible for ensuring businesses run smoothly. Preside over facilities management, allocate office space, oversee mail department, materials scheduling, and other facets of organization; • Fleet management; • Coordinate Archive activity for the company and team management. Show less



UniCredit Bank Romania

• Romania
• Banking
• 700 & Above Employee

• Fraud Investigation Analyst - Antifraud & Fraud Prevention

  • Nov 2019 - Oct 2020

  • Main responsibilities:• ensure a comprehensive measurement of the fraud risk.• coordinate together with the relevant departments, all the necessary actions in order to minimize the fraud losses and to ensure the fraud risk reduction in internal processes;• investigate and to monitor the internal / external fraud suspicions by accessing, analyzing and reporting all the available information, regardless its source, content, form or confidentiality level (if such information is available);• Responsible for investigating the internal and external fraud activities; Prevention, detection and support for investigation of fraud in branches (e.g.: identity theft, falsification of identity);• Prevention, detection and support for ongoing investigations related to fraud committed in the Bank’s network (e.g. identity theft, document forgery, counterfeiting payments, loans, etc.);• ensure that all diligences are conducted in order to avoid fraud risk occurrence (by using all existing information, regardless its source, content, form or confidentiality level (if such information is available);• Collaborate with the Audit department in fraud investigation area and coordinates the implementation of the issued measures;• maintain and to update the fraud methodology (fraud general policies, fraud investigations etc);• issue and to deliver fraud awareness, prevention and detection trainings to the relevant functions (specific areas);• Ensures the maintenance and monitoring of the related fraud systems;• Ensures and guarantees the information confidentiality regarding the Bank’s customers and their transactions, the internal norms and procedures, as well as human resources information – own information or other staff related.• Performs timely and accurately the specific reporting to all relevant bodies and bank structures, as case may be, according to internal procedures and legal frames. Show less

• Senior Complaints Advisor - Customer Experience

  • Jun 2017 - Nov 2019

• Senior Associate Complaints Advisor - Stakeholder & Service Intelligence

  • Feb 2016 - Nov 2019

• Complaints Advisor - Operational Excellence and Project Implementation - Business Sustainability

  • Jan 2012 - Feb 2016

  The main responsibilities:• Increase customer satisfaction through efficient and careful monitoring of complaints received in the organization.• Monitors customer satisfaction indicators in the long term by managing dissatisfactions, complaints.• Define requirements, projects, implements and manages customer notifications received through existing acceptance channels.• Implement SLA (Service Level Agreements) between the various departments, areas within the bank and internal service providers.• Manages, together with the Legal dept., the relationship with the National Authority for Consumer Protection and other competent bodies, to maintain a high level of customer satisfaction.• Analyzes the data entered in database and evaluates, together with products/ processes owners the measures that can be taken to improve service quality.• Makes proposals for improvement of the quality management system database in order to streamline its usage at distribution channels level.• Participates in the Organization Department effectiveness developing projects of various activities to increase efficiency and improve quality of services provided to internal and external clients.• Analysis of customer complaints and proposing corrective actions to be taken by different departments and presenting specific reports to the bank’s management.• Managing complaint processes, the claim collection and storage, and information to Internal Audit. • Decreasing time of complaints solving through the above processes optimization with final purpose of increasing satisfaction of complaining customers. • Ensuring a maximum of efficiency in eliminating issues leading to annoyance of customers.• Coordinating Voice of the Customer to achieve improved customer satisfaction via processes and complaints handling improvement; control of the overall process of complaints regarding acceptance, registration, allocation, analysis, investigation, and follow up/dead lines observance. Show less



UNICREDIT TIRIAC BANK

• Operations Coordinator - Herastrau Branch

  • Aug 2008 - Jan 2012

  The main responsibilities:• Management of the operations area in accordance with Bank’s rules and procedures, ensuring timely and correctly daily transactions, in compliance with specific regulations. • Provide the management, supervision of employees from the Operations area, verify and control that all documents requested by the clients and documents presented by them are reviewed and processed timely and accurately, while ensuring compliance with rules and procedures of the bank, NBR regulations and legislation.• Ensures timely and meet the accuracy requirements for all operational nature, proving attitude and professional behavior and service quality. Provide professional advice on the operational activities as bank customers, and employees thereof.• Provide training for employees of subordination (new or existing employees), initiating them into bank structures, and developing professional knowledge and skills for them.• Increasing the satisfaction level both for intern and extern customers.• Coordinating the sales, marketing and quality activities, and the risk administration according to Unicredit Group Standards.• Meeting the security responsibilities, such as surveillance by video cameras and alarm systems, custody of keys, management of ATM / BNA on cash operations; • Supports the branch manager in the commercial activity, also by monitoring the competitive environment and key competitors’ activities. Show less

• Operations officer

  • Jun 2007 - Aug 2008

  The main responsibilities:• Ensures fulfillment of business and profit objectives for its own assigned portfolio using specific methodologies in order to support clients’ investment initiatives and also by continuously acquiring new clients. Insures implementation of bancassurance activity.• Focuses on portfolio growth in terms of volumes and numbers in accordance with budget demands by promoting active and attractive products for affluent clients, manages the commercial trend of its portfolio, plans actions and manages clients by active selling, cross selling, according to the Bank's strategy and customer needs; • Keep a close cooperation with Corporate and SME segments in order to attract a larger number of affluent clients, employees of companies that already work with bank• Presentation of the bank products for clients/potential clients PI /BC and completion of the sale by the conclusion of contracts for operations on current account with attached card, deposits, standing orders, and others.• Running non-cash transactions for PI/BC: payments, receipts, orders for currency exchange, closing accounts, etc.• Presentation of the bank loans offer supply all needed information’s and perform pre-scoring, checking documentation and monitor the approval. Show less



HVB TIRIAC BANK

• Customer Service Officer

  • Sep 2006 - Jun 2007

  The main responsibilities: • Customers management in the branch (credit issues for individuals, services and operations issues for all categories of customers); offers high quality banking products and services. Contributes to the objectives set by the Retail Division. • Presentation of the bank products for clients/potential clients PI /BC and completion of the sale by the conclusion of contracts for operations on current account with attached card, deposits, standing orders, and others. • Running non-cash transactions for PI/BC: payments, receipts, orders for currency exchange, closing accounts, etc. • Presentation of the bank loans offer supply all needed information’s and perform pre-scoring, checking documentation and monitor the approval. • Knows and Contributes to fullfilling the budget, actively supporting sales activities. • Increases the number of clients accessing alternative trading channels (BNA, Online Banking, Telephone Service, etc.) through professional counseling. • Provides to the clients professional advice regarding both operational activities and products and services available to individuals, proactively getting involved in supporting the sales process. Show less



BANCA COMERCIALA ION TIRIAC

• Customer Service Officer

  • Sep 2005 - Sep 2006

  The main responsibilities: • Carries out tin due time and with accuracy specific operational tasks for all customers and provides support for sales activity towards individuals, in compliance with internal procedures and legal framework in force. • Presentation of the bank products for clients/potential clients PI /BC and completion of the sale by the conclusion of contracts for operations on current account with attached card, deposits, standing orders, and others. • Running non-cash transactions for PI/BC: payments, receipts, orders for currency exchange, closing accounts, etc. • Presentation of the bank loans offer supply all needed information’s and perform pre-scoring, checking documentation and monitor the approval. Show less



SC VECTOR INTERNATIONAL SRL

• Account Manager

  • Nov 2004 - Sep 2005

  The main responsibilities: • Conclude contracts with customers for the supply of stationery products • Conduct retention programs in order to improve relationships with customers and initiate programs and discounts for them • The realization of market studies on the need for products, the prices of competition, and designing ways of improving relationships with customers The main responsibilities: • Conclude contracts with customers for the supply of stationery products • Conduct retention programs in order to improve relationships with customers and initiate programs and discounts for them • The realization of market studies on the need for products, the prices of competition, and designing ways of improving relationships with customers



HIPROMA SA - CARREFOUR ORHIDEEA

• Cashier Manager

  • Jun 2003 - Nov 2004

  The main responsibilities:• Allocation of money needed to pay points opening, verify the transactions that were made with the card the day after from all the pay points. • Cash supervision of pay points until the hypermarket closing and sending money in treasury. • Counting money that was charged and preparing documents and bags of money for banks

• Reception Desk - Complaints Advisor

  • Jun 2002 - Jun 2003

  The main responsibilities:• Resolving complaints, records of money to refund customers or changing purchased goods.



HIPROMA SA - CARREFOUR MILITARI

• Cashier

  • Jun 2000 - Jun 2002

  The main responsibilities: • Charging payment for products purchased by customers • Charging card payments. • Preparation of money for the end of day delivery. The main responsibilities: • Charging payment for products purchased by customers • Charging card payments. • Preparation of money for the end of day delivery.