Narcisa Done

Experience

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  Operator PC

  Sept 2004 - Nov 2006

  StanleyBet

  bet operating activities in a specific computer system (acceptance and validation of betting tickets)sales activities accounting of receipts and payments, cash management and daily preparation of financial and accounting documents

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  Orange

  Nov 2006 - now

  • Permanent optimizations of logistics flows: orders processing, warehouse and delivery in order to use at optimal scale the resources and to minimize costs• Responsible for keeping the relationship with logistics services providers: contract follow-up, performance monitory• Direct involvement in transversal projects - cooperates with department managers, project’s teams, Program Management Department• Proposes projects implementation - planning and prioritizing, resources needs identification and allocation, to involved departments’ managers and Supply Chain Manager; initiates corrective measures if necessary• Responsible for business process gaps identification and optimization• Coordinates projects within Supply Chain department• Ad hoc reports & analysis related to Supply chain activity & KPI’s• Periodically reports project’s status to the sponsors, evaluates risks and proposes solutions Show less Scope:Ensures the unique interface between Client, CBS and FSF dept within Fixed Data implementation process and is accountable for SLA commitment and guarantees that the Project will be delivered in due time and according to contractual agreements and ensures post delivery by transferring the designer from the delivery to the maintenance dep.-------The role is to provide to customer a solution that meets technical requirements, products description, and contractual terms (SLA technical parameters and lead time agreed by both parties).Convergent Solutions Delivery Center Group is Single Point of Contact for the client during the implementation process from the contract signature till the first bill is issued. The Service Delivery Manager is responsible for the E2E implementation management and it is accountable for managing all teams involved acting in the Service Delivery chain, from the customer sign off of the contract until handover to Customer Technical Support Services Team when ensuring that the Service Transition (ITIL) process is fully applied and no deviation is observed. Manage several projects in parallel and is accountable for their successful delivery, on time and right first time.Scopul postului:Coordonarea proiectelor de livrare a solutiilor convergente in conformitate cu metodologia PMI si urmarirea bugetului aferent activitatilor operationale, pentru a respecta angajamentele contractuale si standardele de calitate si performanta ale Orange. Show less The role has 3 main directions:1. Suport&communication:Provide on-going support for sales team on procedures which impact the businessCreate, continuously up-date and communicate quality documents: instructions, work procedures and QAF'sActively involved in transversal projects and communication related to the activity performed by S&DMake official announcements of new telecom products, services launches within the sales team using Sharepoint2. Quality:Analyze other departments’ procedures to identify business implications and adapt thatinformation in order to be submitted to the sales team attentionEnsure internal communication about the workflows and responsible for identifying and assessing irregularities affecting it and propose corrective solutionsTest and provide feedback to involved dep. (e.g. It, technical, mkt, legal) on all new released: offers, services, products before going them livePerform internal quality audits for existing operations Optimise existing tools, systems and processes after gathering and analysing sales requirementsProvide suport to internal and external audit processMonitor, optimize, develop changes in the applications used by sales team department to ensure improved results and efficiency3.Reporting:Ensure data collection and dead-line follow-up for day2day quality reporting (Power Query, PowerPivot- BI features)Prepare upon request reports required for quality internal control & audits Create, design and improve sales dashboards Analyze, provide and formulate new requirements for existing or new reports/statistics on the sales team activityPrepare monthy\on demand dashboard presentations on sales targets vs. achievements Create periodical sales evaluation reports&dashboards based on collected data from multiple sources (CRM, BI, Tableau)Communicate new sales competitions&create periodical reports on sales status&forecastAnnounce the winners and release official documents regarding the gross sales results Show less Holding periodical meetings with representatives of National Authority of Consumer's Protection sustaining the company's position in problems of interest for Orange Romania.Analysing and providing solutions to complaints received from authorities (National Authority of Consumer's Protection and the National Autority for Management and Regulation in Communication of Romania)Identifying issues object to possible sanctions and offering feedback to interested departments within the company (e.g. Management, Communications, Online, Legal, Customer Care)Granting compensations and goodwill gestures to Orange customers. Show less Answer incoming calls depending on skill assignmentOffers complete and adequate information to customers, regarding company's products and servicesPromotes and sells company's products and services trough incoming and outgoing calls Promote company's image through attitude, knowledge, customer orientation and responsiveness to customer's needs. Processes modifications on clients profiles, according to internal procedures and work instructionsRegisters and handles clients requests and complaints through specific toolsVerifies own record's accuracy Show less

  • Supply Chain Project Manager

    Mar 2021 - now

  • Service Project Manager

    Feb 2019 - Mar 2021

  • Soho&Sme Quality and Reporting Specialist

    Jan 2013 - Feb 2019

  • Mandatary for negociations and communication with National Authority for Consumer's Protection

    Aug 2011 - Jan 2013

  • Problem Solving Executive

    Mar 2008 - Aug 2011

  • Senior Customer Service Representative

    Nov 2006 - Mar 2008
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  AB Research Group

  Mar 2010 - Sept 2010

  Interview operator

  Apply on-call questionnaires with a certain thematic (political,social) to a representative sample of the population.Collect all the data gathered and make relevant conclusion.