Experience

Primo Contatto - Multilingual Contact Center

• Moldova
• Consumer Services
• 1 - 100 Employee

• Director

  • Mar 2015 - Present

  I’m responsible for leading a Multi-Sites and Multilingual Contact Center. Mainly responsible for sales, business development and client relationship. 100 multilingual operators, 6 managers who report directly to me. Within 4 years I have opened a second site in Moldova and took the guidance of a new site in Ukraine. Number of call center seats more than doubled, and important growth of languages offered. +850% Sales Revenue in 4 years.Primo Contatto is a multilingual contact center located in Moldova. We are able to operate with more than 15 different languages, including Portuguese, Spanish, French, English, Italian, German, Romanian, Ukrainian, Russian, Turkish, Jewish, Polish, etc..We are working for the international market providing customer service, telemarketing, appointment, teleselling, backoffice, chat, mail, survey...etc..Our competitive prices and our out standing results let me to write that we are the best solution for who are looking for outsourcing.

• General Manager

  • Feb 2008 - Mar 2015

  I’m responsible for leading and managing a multilingual contact center. Responsible for the business development. Also involved in planning, scheduling & reporting on call center activities.Primo Contatto is a multilingual contact center located in Moldova. We are able to operate with more than 20 different languages, including Portuguese, Spanish, French, English, Italian, German, Romanian, Ukrainian, Russian, Turkish, Jewish, Polish, etc..We are working for the international market providing customer service, telemarketing, appointment, teleselling, backoffice, chat, mail, survey...etc..Our competitive prices and our out standing results let me to write that we are the best solution for who are looking for outsourcing.My Main Duties:Responsible for the performance, people management and communication of the business.Providing leadership and management to the business and fully responsible for the day- to-day runningEncouraging and maintain a positive working environment. Budgetary control. Define, develop and negotiate new contracts.Team building. Recruitment and training of staff. Finance & profitability. Assisting company to Forecast future results and budgets Managing and motivating staff to increase results and ensure business efficiency. Producing reports on performance, then measuring these against set indicators. Possessing personality, energy & charisma to inspire, lead and develop staffMaintaining excellent relationships with clients and suppliers. Undertaking staff performance reviews.Motivating and guiding a team. Providing high quality, up-to-date documentation



Workval.com

• Moldova
• Information Services

• Founder

  • Jan 2018 - Dec 2018



Dell Technologies

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Project Manager

  • Feb 2003 - Jan 2008

  I was part of the Dell Customer Service Project Management Team. Responsible for the project management throughout the entire project lifecycle, including project initiation/proposals, project delivery, business liaison / stakeholder management, post implementation review and project close out / handover. I was certified BPI Advanced Green Belt with the project Contact per Case Reduction in Southern Europe Customer Support saving more than 5M$. Duties:Holding weekly internal and external meetings on progress . Single point of contact for all communications.Managing staff to ensure that all milestones are achieved within the agreed timeframes. Ensuring effective quality control processes are in place to monitor deliverable produced. Maintaining stakeholders relationships. Responsible for identifying, analyzing, measuring and managing project risks. Conducting regular impact analysis in order to assess the consequences of the project deliverable on other sections of the business. Assisting the technical team in their design and development tasks. Producing project definitions to include validated functional requirements, scope, roles, responsibilities, budgets, timescales and resources. Producing accurate reports on team performance for senior managers.Motivating and guiding a team. Providing high quality, up-to-date documentationImplementing new initiatives.

• Supervisor Dispatcher Italian Desktop Team

  • May 2002 - Feb 2003

• Server Hot Line operator

  • Jun 2001 - May 2002

• Laptop Hot Line operator

  • Oct 2000 - Jun 2001