Center Manager

• Oct 2021 - Present

Store Manager

• Jul 2017 - Dec 2021

Taking full responsibility for long-term development of the project, I manage : - Writing and leading a profitable economical project, particular to local needs and opportunities - Enforcing the human policy regarding recruitment, integration and development of our team - Creating a good environment for both a powerful retail experience, and an ideal workplace for our team - Supervising the organisation for sales campaigns, stock inventories, seasonal change of products, building utilities and land maintenance - Legal representation for the company in direct relationship with the concerning authorities Show less

Operations Manager ( Deputy Store Manager)

• Jan 2016 - Jun 2017

Main responsibilities:- to guarantee a perfect and efficient implantation through organization of fixtures, stock and staffing.- to set up the operations part for the store and to train the department manager about maintenance, contracts, safety and duties.- to optimize and simplify the organization to serve the customers and the team while increasing profitability.- to live and communicate the companies purpose and values and use these to help develop our store team members into future Decathlon leaders.- to guide the store team on commercial priorities and take charge of the store in the store managers absence.- to manage the stock flow and the markdown policy. Show less

Department Manager

• Apr 2013 - Dec 2015

Main responsibilities:- to co-built the human and commercial project of my department- to create the commercial policy of my department- to recruit my team, train them and help them developing their talents- to become the referring point for sport clubs and customers in my catchment area, building a long lasting and personalized relationship with them;- to guarantee an excellent layout, applying the Self Best Informed Choice practices- to satisfy my customers and make them happy through my human and commercial project Show less

Training and Development Manager

• Oct 2014 - Oct 2015

Redesigned the Training and Human Development project for Decathlon Romania starting with the integration of the collaborators - new induction path, increasing autonomy, effectiveness, motivation and engagement

Team Leader

• Oct 2010 - Mar 2013

Main responsibilities:• Recruitment the new employees;• Planning and implementing professional development strategies for a team of approximately 20 direct reports, supporting them through feedback and coaching; building succession plans; managing low performers according to internal human resources procedures;• Creating and implementing the plan for increasing the quality in Call Center, measured throughCustomer Satisfaction Survey• Focusing on excellence in customer service;• Acting as first escalation level and resolves as quickly as possible, difficult service issues escalated from staff following company policy;• Establish standards of efficiency for the team and it’s members, as well, through constant dialogue and giving support in individual sessions;• Maintain good communication standards with the company’s leaders and report any problemsoccurred in the Customer Service department;• Participate in the process of implementing projects, managing and improving them; Show less

Specialist Reactive Retention and Sales for Business Market

• Feb 2008 - Oct 2010

• Resolving requests for termination of subscriptions by maintaining their network, personalizing offers best reported in clear need of communication and increase their loyalty, while maintaining a high level of quality and professionalism.• Empathy at the highest level and professional relationship with all customers.• Solving the shortest time of their request, providing a unique experience, with a positive impact on customer satisfaction.• Quick solutions for customers who require porting to another mobile network Show less

Consultant Customer Service and Retention for Business Market

• Sep 2007 - Feb 2008

• Solving applications / internet troubleshooting and data from business customers.• Answering requests for cancellation and resolve them by providing the most appropriate solutions for voice / data products and promotions by Vodafone.• Vodafone customers information about existing products and promotions, giving other relevant details and maintaining established quality standards.• Liaise with other departments to deliver customer complaints or requests that can not be resolved by Customer Service department.• Constant improvement of interactions to better meet the during future interventions. Show less