Experience

• 

  Vodafone

  Nov 2013 - Oct 2021

  Passionate leader driving operational excellence and delivering exceptional customer experiences.🌟 Key Responsibilities: • Team Leadership: Oversee up to 12 teams for top-notch customer service. • Efficiency: Ensure optimal performance across call center activities. • Insights & Improvement: Analyze data to enhance day-to-day operations. • People Development: Foster growth and development for team members. • Talent Acquisition: Recruit and onboard leaders aligned with goals. • Collaboration: Foster cross-team partnerships for efficiency. • Project Management: Lead strategic initiatives for operational improvement. • Financial Management: Monitor commission financials for alignment. • KPI Delivery: Set and achieve quarterly performance targets.💼 Main Skills: • Leadership: Motivate teams to excel and exceed expectations. • Operational Excellence: Optimize processes for efficiency and effectiveness. • Strategic Thinking: Use data insights to inform decision-making. • People Development: Cultivate a culture of learning and growth. • Collaboration: Build strong relationships for shared success. • Project Management: Drive measurable results and impact. • Financial Acumen: Manage resources effectively to meet objectives. • Performance Management: Set clear goals and track progress for success. Show less

  • Customer Operations Manager

    Jun 2019 - Oct 2021

  • Segment Manager, Prepaid Mass Market

    Sept 2018 - Jun 2019

  • Team Leader, Customer Operations

    Aug 2017 - Sept 2018

  • Account Relationship Manager, Small & Medium Enterprise

    Jul 2015 - Aug 2017

  • SME Suport

    Oct 2014 - Jul 2015

  • Specialist Relati cu Clientii

    Nov 2013 - Oct 2014
• 

  Emag

  Oct 2021 - Jan 2022

  Team manager first line

  Dedicated to delivering exceptional customer experiences and optimizing team performance in a fast-paced e-commerce environment.📞 Key Responsibilities: • Team Management: Leading and motivating a dynamic team of first-line call center agents to achieve operational excellence and customer satisfaction targets. • Time Management: Implementing efficient scheduling and resource allocation strategies to ensure optimal coverage and responsiveness. • Team Efficiency: Driving continuous improvement initiatives to enhance team productivity, streamline processes, and reduce resolution times. • People Growth & Development: Nurturing talent through coaching, mentoring, and performance feedback to foster professional growth and career advancement. • Project Management: Overseeing various call center projects, from inception to execution, to enhance operational efficiency and service quality. • Problem Solving: Proactively addressing escalated customer issues and complex challenges with effective problem-solving skills and innovative solutions. • Customer Experience: Championing a customer-centric culture by prioritizing excellence in call center support and consistently exceeding customer expectations.💼 Main Skills: • Leadership: Inspiring and empowering teams to achieve goals and exceed expectations. • Time Management: Excelling in multitasking and prioritization to meet operational demands efficiently. • Team Development: Cultivating a collaborative and supportive environment conducive to individual and team growth. • Problem Solving: Resolving issues promptly and effectively to ensure seamless customer interactions and satisfaction. • Customer Focus: Passionate about delivering superior customer experiences and driving customer loyalty. • Communication: Communicating effectively with internal teams, stakeholders, and customers to ensure alignment and transparency. Show less

• 

  Vodafone

  Jan 2022 - now

  Channel & regional lead

  Passionate about driving growth and value in the telecommunications sector through strategic insights and targeted actions.🚀 Key Responsibilities: • Leveraging insights from field shops to identify market trends and customer needs. • Monitoring competition movements and devising strategic responses to maintain a competitive edge. • Identifying growth opportunities in specific regions and developing clear action plans to capitalize on them. • Leading projects aimed at increasing both the value and number of customers.💼 Main Skills: • Flexibility: Adapting swiftly to evolving market dynamics and customer demands. • Analytical: Utilizing data-driven approaches to inform strategic decision-making. • Negotiation: Collaborating effectively with partners and stakeholders to achieve mutually beneficial outcomes. • Communication: Articulating complex ideas clearly and fostering productive dialogue. • Team Player: Collaborating seamlessly within cross-functional teams to drive results. • Project Leadership: Spearheading initiatives from conception to execution, ensuring alignment with organizational objectives. Show less