Ioana Purnavel
Team Leader at TELUS International Romania- Claim this Profile
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Bio
Manish Basu
I worked with Ioana during my tenure in It Works! as a Business Account Manager I found Ioana highly competent and organised. She has an ability to show extreme ownership and accountability. On a number of occasions I personally observed and also heard back from other colleagues/ customers in the business how Ioana solved customer issues and complaints by going the extra mile. Her ability to de-escalate situations by using a personalised approach is very unique. Ioana is simply loved by the field and has always been able to deliver far beyond what was expected of her. As she progressed into a people manager role Ioana took her customer service experience and was able to put that to effective use by empowering her team and taking things to a whole ‘notha level
LinkedIn User
It was a pleasure working with Ioana for over two years. She always brought her A-game and helpful attitude to work. She was very polite, managed the European field VIPs and challenges with tact and professionalism. It was a pleasure to collaborate with her and I highly recommend her. She’s a fabulous addition to any team!
Manish Basu
I worked with Ioana during my tenure in It Works! as a Business Account Manager I found Ioana highly competent and organised. She has an ability to show extreme ownership and accountability. On a number of occasions I personally observed and also heard back from other colleagues/ customers in the business how Ioana solved customer issues and complaints by going the extra mile. Her ability to de-escalate situations by using a personalised approach is very unique. Ioana is simply loved by the field and has always been able to deliver far beyond what was expected of her. As she progressed into a people manager role Ioana took her customer service experience and was able to put that to effective use by empowering her team and taking things to a whole ‘notha level
LinkedIn User
It was a pleasure working with Ioana for over two years. She always brought her A-game and helpful attitude to work. She was very polite, managed the European field VIPs and challenges with tact and professionalism. It was a pleasure to collaborate with her and I highly recommend her. She’s a fabulous addition to any team!
Manish Basu
I worked with Ioana during my tenure in It Works! as a Business Account Manager I found Ioana highly competent and organised. She has an ability to show extreme ownership and accountability. On a number of occasions I personally observed and also heard back from other colleagues/ customers in the business how Ioana solved customer issues and complaints by going the extra mile. Her ability to de-escalate situations by using a personalised approach is very unique. Ioana is simply loved by the field and has always been able to deliver far beyond what was expected of her. As she progressed into a people manager role Ioana took her customer service experience and was able to put that to effective use by empowering her team and taking things to a whole ‘notha level
LinkedIn User
It was a pleasure working with Ioana for over two years. She always brought her A-game and helpful attitude to work. She was very polite, managed the European field VIPs and challenges with tact and professionalism. It was a pleasure to collaborate with her and I highly recommend her. She’s a fabulous addition to any team!
Manish Basu
I worked with Ioana during my tenure in It Works! as a Business Account Manager I found Ioana highly competent and organised. She has an ability to show extreme ownership and accountability. On a number of occasions I personally observed and also heard back from other colleagues/ customers in the business how Ioana solved customer issues and complaints by going the extra mile. Her ability to de-escalate situations by using a personalised approach is very unique. Ioana is simply loved by the field and has always been able to deliver far beyond what was expected of her. As she progressed into a people manager role Ioana took her customer service experience and was able to put that to effective use by empowering her team and taking things to a whole ‘notha level
LinkedIn User
It was a pleasure working with Ioana for over two years. She always brought her A-game and helpful attitude to work. She was very polite, managed the European field VIPs and challenges with tact and professionalism. It was a pleasure to collaborate with her and I highly recommend her. She’s a fabulous addition to any team!
Experience
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TELUS International Romania
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Romania
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Business Consulting and Services
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100 - 200 Employee
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Team Leader
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Jan 2021 - Present
• Coach and provide guidance to the team to improve and maintain high customer service standards;• Ensure the respect and proper application of the procedures;• Assign tasks to every team member based on their skills and knowledge;• Build reports and analysis for different departments or upper management;• Real time monitoring of all the queues;• Identify methods to improve key performance indicators;• Participate in the hiring process with the recruiting team;• Delivering training sessions for the existing staff
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Business Account Manager
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Feb 2019 - Jan 2021
Support and oversee the international VIP Elite customers and the Customer Service premium teamDeveloping and implementing strategies useful in improving customer relationship, dedication, and satisfactionTroubleshooting and resolving complex VIP Elite queriesSet clear team goals and monitor team performance and report on metricsDiscover training needs and provide coachingRecognize high performance and reward accomplishmentsEncourage creativity and risk-takingSupport International Customer Services Director in daily operations for VIP SupportSupporting our Marketing team with translations and support our Social Media pagesUndertake Business Analysis as required and document accordinglyProvide support to marketing promotions in relevant markets, participate in events as neededUpdate VIPs regarding important announcements as directedProactively identify and recommend new ways to improve service and internal practicesMaintain an up to date knowledge of products and sales promotions and other support tools
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Customer Service Representative with French
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Sep 2016 - Jan 2019
Open and maintain customer accounts by recording account informationResolve product or service problems by clarifying the customer's complaint, via phone, email, mail or social media; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolutionContribute to team effort by accomplishing related results as needed and managing large amounts of incoming callsBuild sustainable relationships of trust through open and interactive communicationGo the extra mile to engage customers by handling complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
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Cărtureşti
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Romania
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Retail
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100 - 200 Employee
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Book Keeper
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Aug 2015 - Sep 2016
Balance and maintain accurate ledgersMatch purchase orders with invoicesCoordinate bank deposits and report financial results on a regular basis to managementMonitor office expenses and tally and enter cash receiptsPay vendor invoices and track bank account balancesDevelop monthly financial statements, including cash flow, profit and loss statements and balance sheetPrepare quarterly and monthly tax returns, along with payroll, operating and business taxes
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Education
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2017 - 2021
Faculty of Law, University of Bucharest
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2015 - 2017
Faculty of Political Sciences, University of Bucharest
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2011 - 2015
National College Bogdan Petriceicu Hasdeu, Buzau
Graduated, Intensive French Philology
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