Experience

Optimizor

• Romania
• Information Technology & Services
• 1 - 100 Employee

• Service Delivery Manager

  • Apr 2023 - Present



Europ Assistance

• France
• Insurance
• 700 & Above Employee

• Team Leader

  • Oct 2020 - Apr 2023

  -Provide daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner. -Provide evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.- Prepare hard copy training materials, such as module, summaries and presentations;- Train and guide new employees;- Develop monitoring systems to ensure that all employees are performing job responsibilities according to training;-Create an environment oriented to trust, open communication, creative thinking, and cohesive team effort;-Organize daily meetings and 1-2-1 meetings;-Prepare reports for management.Achivements:-Reaching 95% of the incoming calls answered within 20 seconds, as per the agreement with the clients;-Boosting the value of quarterly NPS;-Having an important role in product implementation (creating operational procedures, flowcharts);-I have kept a good communication with the company's bussiness partners, having an active role in solving their requests or complaints. Show less

• Lean Navigator

  • Oct 2019 - Oct 2020

  - Perform diagnostic, design, and implementation using five lenses approach- Define current state (in strong cooperation with business or service unit experts)- Support definition of future state & implementation plan along with impact and value of changes- Serve as coach with frontline staff and managers throughout phases and after implementation- Uses tools and analyses to develop insights and solutions- Preparing and presenting visual representation (PowerPoint) of charts and graphs to represent key conceptsAchivements:-Successfully implementing Lean methodology for each business line in the Romanian Branch;-Developed and analyzed KPIs to monitor yearly Lean business development;-I have accumulated knowledge of defining and streamline processes. Show less

• Customer Service Team Lead

  • Jun 2018 - Oct 2019

  -Provide daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner;-Create and maintain a high-quality work environment so team members are motivated to perform at their highest level.-Share responsibility for deciding how to manage the employees, ensuring calls are handled efficiently and effectively.-Create an environment oriented to trust, open communication, creative thinking, and cohesive team effort-Initiate sub-groups or sub-teams as appropriate to resolve issues and perform tasks in parallel-Assure that the team addresses all relevant issues within the specifications and various standards-Provide guidance to the team based on management direction Show less

• Customer Service Agent

  • Jul 2017 - Jun 2018