Nicoletta Serbul
Quality Assurance Analyst, trainer, learning and development specialist at CONCENTRIX SERVICES UK LIMITED- Claim this Profile
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Romanian Native or bilingual proficiency
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Russian Native or bilingual proficiency
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English Full professional proficiency
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French Elementary proficiency
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Ukrainian Limited working proficiency
Topline Score
Bio
Credentials
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ACCA
ACCA
Experience
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CONCENTRIX SERVICES UK LIMITED
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United Kingdom
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Retail Office Equipment
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1 - 100 Employee
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Quality Assurance Analyst, trainer, learning and development specialist
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Dec 2017 - Present
• Managing and mentoring a team of more than 20 quality monitors: Training and developing their knowledge and skills. • Recruitment and performance management of Quality monitors. • Identifying, evaluating and analysing the strategy (training) to improve the team or individual performance. • Facilitating the group training. • Assist with the development of ongoing agent training, to up skill employees. • Testing of employee knowledge and competence. • Designing effective training programs. • Conducting seminars, workshops, individual training sessions. • Conducting evaluations to identify areas of improvement. • Completing training/ coaching sessions with individuals and groups, focusing on service standards and perfect behaviours to lead to improved performance. • Monitoring and evaluate performance through performing Quality Assurance and Improvement Checks. • Preparing training according to the client request and providing it. • Completing root and trend analysis and identifying appropriate improvement measures for individuals and teams. • Calibration attendance with client, monitors. • Supporting Team Leaders with performance management. • Proactively suggesting and championing changes that positively impact the customer experience. • Attend & input into client conference calls and meetings. • Reporting on a weekly, monthly, quarter basis. • Involvement in companywide learning & development initiatives. • Delivering presentations face to face to a wide audience. • Adult Learning Strategy & Principles Training Needs Analysis. • Staff Engagement & Attrition Reduction. • Implementing Performance Management & Monitoring Processes. • Efficiency Improvements. • Online Training, Role Playing, Simulations, Videos, Seminars, Workshops, Inductions / Onboarding. • System & Process Cognition. • Collaborative Working. • Interviewing. • Time Management.
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Concentrix Cisco
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Belfast, United Kingdom
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Customer Service Representative
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Apr 2014 - Dec 2017
• Providing support via phone and/or email, and/or chat for inbound customer contacts seeking technical assistance and billing queries; • Same support for High Tech customers (VIP customer); • Carrying out research to troubleshoot customer’s technical problems; • Researching new resolutions for addition to knowledge database; • Performing any other duties related to technical support as and when required; • Ensuring that client escalation procedures are adhered to; • Responsible for providing exhaustive and complete troubleshooting before escalation; • Certification issue for the engineers; • Any other reasonable duties as directed by line manager; • RMA request inquiries (orders, deliveries).
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East Coast Facilities
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Belfast, United Kingdom
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Public area staff
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Feb 2014 - Apr 2014
• First point of contact between guests and Accommodation manager. • Cleaned and maintained all lobbies and public restrooms. • Kept all public areas neat, vacuumed and dusted. • Clean and maintain lights. • Restocked all supplies including toilet paper, soap and hand towels in the lobby wash rooms. • Responded to guest requests and inquiries. • Assisted guest with their questions and direct them. • First point of contact between guests and Accommodation manager. • Cleaned and maintained all lobbies and public restrooms. • Kept all public areas neat, vacuumed and dusted. • Clean and maintain lights. • Restocked all supplies including toilet paper, soap and hand towels in the lobby wash rooms. • Responded to guest requests and inquiries. • Assisted guest with their questions and direct them.
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Moldauditing
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Moldova
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Financial Services
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1 - 100 Employee
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Team Manager, Auditor, Customer services, Marketing, Business development
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Jan 2012 - Feb 2013
• Planned and redirected the team according to the contracts and deadlines; • Researched the Market, signed new contracts; • Provided the trainings/coaching accordingly to the changes in the laws; • Provided support by phone or email for company's clients; • Maintained relations with company's costumers; • Presented company products and their characteristics to their clients; • Kept permanent contact with partners and informing them about actions and promotional offers. • Strong business relationship with all stakeholders.
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Colegiul Industriei Usoare
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Balti, Moldova
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Professor of Management and Economics, Master of Theatre of fashion “Gratia”
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Sep 2008 - Jun 2012
• Planned, prepared and delivered lessons to all students in the class; • Taught according to the educational needs, abilities and achievement of the individual students and groups of students; • Assigned work, corrected and marked work carried out by students; • Communicated, consulted and co-operated with other members of the college staff to ensure the best interest of students; • Participated in staff, group or other meetings related to the college curriculum or pastoral care arrangements, for the better organization and administration of the college.
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Raut SA
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Balti, Moldova
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Accountant
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May 2007 - Jan 2012
• Balancing accounts; • Processed sales invoices, receipts and payments; • Completed VAT returns; • Prepared invoices for the Inland Revenue; • Checked company bank statements; • Repared cash flow statements; • Dealed with financial paperwork and filing. • Balancing accounts; • Processed sales invoices, receipts and payments; • Completed VAT returns; • Prepared invoices for the Inland Revenue; • Checked company bank statements; • Repared cash flow statements; • Dealed with financial paperwork and filing.
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Education
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2018 - 2019
Belfast MET
Diploma in Learning and Development CIPD Level 5, Learning and development -
2013 - 2014
Belfast Metropolitan College
Certificate, ESOL -
2013 - 2014
The Open University
Bacheloir's, Business Administration and Management, General -
2007 - 2009
Universitatea de Stat „Alecu Russo” din Bălți
Master's degree, Finance and Accounting -
1999 - 2002
Colegiul Industriei Usoare
Bachelor's degree, Bachelor in Science
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