Marian Nastase
Customer Service and Contracts Manager at La Fântâna- Claim this Profile
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Engleză Full professional proficiency
Topline Score
Bio
Credentials
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Certified Trainer ANC ( former CNFPA )
National Authority for QualificationSep, 2014- Nov, 2024
Experience
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La Fântâna
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Romania
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Consumer Services
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100 - 200 Employee
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Customer Service and Contracts Manager
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Oct 2008 - Present
To insure on the quality of the customer service department. To insure that the working procedure is followed for the customer service and service departments. To supervise the sales agents (quality of solving clients complaints). To recruit, train and coordinate the customer service agents. (The orders, complaints and service team). To assess/ evaluate the activity of the Customer Services agents. Reporting to the top management of the company. ( on daily basis ) Meeting the departments targets (Customer Satisfaction Level, Service Level, Abandoned call rate etc.). Handling the department’s budget. Working together with the sales and logistics managers in order to reach the customer satisfaction goals. Show less
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EFG Retail Services
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Romania
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Financial Services
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1 - 100 Employee
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Telemarketing Supervisor
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Oct 2006 - Oct 2008
To provide necessary training and coaching for the TLMK officersTo provide necessary training and coaching for the external TLMK agencies.Provide TLMK officers with the necessary tools and create the proper environment to work inTo continuously update the information given to both Internal and External TLMK, if changes occur on the working procedure and on the products’ parameters.To supervise the activity of the TLMK Officers (verify their work to a certain extent).To supervise the activity of the external TLMK channels and maintain a regular relationship with them. Insure on the quality of the activity of both Internal and External TLMKInsure that the working procedure is followed for both Internal and External TLMK.Insure that the weekly/ monthly targets are reached and offer solutions for the increase of the productivity to the TLMK ManagerTo assess/ evaluate regularly the activity of the TLMK officersTo issue weekly/monthly reports regarding the TLMK (internal and external) activity.Offers informational and practical support (if needed) to clients coming both from Internal and External TLMK. Meet deadlines and reach targets Show less
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Telemarketing Representative
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Apr 2006 - Oct 2006
To promote and sell the American Express Bancpost credit card.
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Education
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2015 - 2017
Tiffin University
Executive MBA, Business administration -
1999 - 2003
Universitatea din București
Bachelor's degree, Romanian Language and Literature
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