Experience

BLITZ

• Apparel & Fashion

• Customer Care Manager

  • Apr 2021 - Present

  • Developing a Customer Care Department which contains a Call Center team and a Quality Team. • Monitoring the activity and performance of the team. • Evaluation of the activities of the Call Center agents and Team Leaders according to the procedures. • Forecasting and scheduling for Call Center agents in different Work Force Management tools. • Implementing an Omnichannel solution for Contact Center. • Being involved in multiple projects to improve the activity and services delivered to customers. • Creating the new business procedures to improve the quality of services. Show less



Vodafone

• United Kingdom
• Telecommunications
• 700 & Above Employee

• Team Leader Technical Support Business

  • Apr 2020 - Apr 2021

  • Managing the team that provides technical support for business customers. • Monitoring the activity and performance of the team. • Evaluation of the activities of the Call Center agents according to the procedures. • Forecasting and scheduling for Call Center agents in different Work Force Management tools. • Network monitoring for business customers. • Carrying out transformation initiatives and projects to deliver business impact and productivity benefits to customer as per contract agreement. • Implementing the new business procedures to improve the quality of services. • Being involved in many transformation projects due to the integration context of the CRM solution. • Working with Agile methodology to improve customer experiences and work processes. Show less



UPC Romania

• Romania
• Telecommunications
• 100 - 200 Employee

• Technical support and Back Office Team Leader B2B

  • Jan 2019 - Mar 2020

  • Managing the team that provides technical support for business customers.• Coordinating the activity of the Back Office team for receiving and registering technical and commercial requests / complaints received by e-mail from business clients and from other departments.• Monitoring the activity and performance of the team. • Evaluation of the activities of the Call Center agents according to the procedures.• Ensuring the flow of information between teams and other departments in the company and compliance with agreed procedures.• Network monitoring for business customers.• Participating in project in order to implementing Omnichannel solution for Contact Center. Show less

• Technical Help Desk Team Leader

  • Oct 2010 - Jan 2019

  • Managing the team that provides tehnical support for residential customers.• Allocating resources and responsibilities across the team to deliver results and develop team members;• Evaluation of the activities of the Call Center agents according to the procedures.• Ensuring the flow of information between teams and other departments in the company and compliance with agreed procedures.• Recruitment, training, development, leadership and continuous motivation of employees.

• Agent on Duty - Technical Help Desk

  • Dec 2008 - Oct 2010

  • Providing support for new entry agents.• Coaching for Call Center agents.• Analysis of activity reports and error reports.• Support for Call Center agents to reached the sales target .

• Consilier Call Center

  • Jun 2008 - Oct 2010

• Technical Help Desk Agent

  • Jun 2008 - Dec 2008

  • Handling technical calls from residential customers• Presenting and selling the company's services directly to customers by phone. • Participate with specific analyzes, examined reports and other information to quickly identify customer issues.