Rauta Roxana

Experience

• 

  Romanian Parliament, Transportation Department

  Feb 2014 - Jan 2016

  Consilier

  Responsible for managing the Chamber ofDeputies personal fleet Preparation and registration of the documentsreceived / transmitted by the Department ofTransport, Chamber of Deputies Drawing essays and addresses that are neededin order to purchase the necessary goods forthe service station Drawing answers for various services providedby the Department of Transport Active participation in preparing the budgetplan in 2015 for the Department of Transport Preparing and creating the necessarydocuments in order to draw the contracts forpurchasing goods and service Developing comparative analysis on the offersreceived from various firms / companies Responsable with the registration andelaboration of the paperwork for the vehiclesgranted from the fleet Updating the database in order for theDepartment to keep track of the available carsfrom the fleet Centralization of various data (for example -roadmap, fuel) Show less

• 

  Honeywell

  Jan 2016 - now

  • Manage and coordinate the operational aspects of ongoing Customer & Product Support projects. • Facilitate the connection between project management and planning, project team, and line management. • Review status of projects and budgets; coordinate schedules and review status reports. • Assess project issues, and develop resolutions to meet productivity, quality, and customers satisfaction goals and objectives. • Develop mechanisms for monitoring project progress, and for intervention and problem solving with project managers, line managers, and customers.• Managing an efficient and effective Customer & Product Support function, provide timely responses to demands by coordinating across departments Show less Main Activities: Managing and coordinating the operational aspects of ongoing Customer & Product Support projects, leading coordinating efforts between project management and planning, project team, and line management.Reviewing status of projects and budgets, coordinating schedules, and review status reports, assessing project issues, and develop resolutions to meet productivity, quality, and customers satisfaction goals and objectives.Also establishing mechanisms for monitoring project progress, and for intervention and problem solving with project managers, line managers, and customers.Responsibilities:• Defines, develops and implements the digital customer touchpoint strategy for our End User global customers, driving long-term profitability and increased levels of customer satisfaction through our online channels.• Accountable for creating end-to-end digital customer experiences differentiated by End User global persona.• Manages overall eCommerce project plan and continuously grooms use cases to meet sprint deadlines to ensure continuous improvement while remaining within budget Show less • Globally deploy and maintain the core Honeywell Operating System (HOS) elements within Customer Experience • Measure and directly correlate the overall health, performance, and maturity of the Customer Experience organization because of HOS implementation• Create, standardize, centralize, and maintain Global CX Process Maps, Standard Operating Procedures, and Value Stream Maps related to Technical Support, Customer Service, and Learning & Enablement• Deliver consistent Tiered Accountability and Management behaviors, practices, and measurements across all CX Hubs and Global Business Enterprise locations where CX members reside• Implement tools and behaviors of Leadership Standardized Work and Management Operating Systems (MOS) in order create an efficient and high performing work culture centered around the customer• Set and measure quarterly targets to Identify and deliver new continuous improvement opportunities • Serve as Functional Excellence Leaders related to all Corporate CX initiatives • Identify a plan for implementation and partner with Leadership Team to strategically deploy • Ability to track the progress and able to sustain the initiatives deployed• Demonstrate effective communication and change management process Show less Management of Technical Support team to deliver a consistent 5 star customer service experience.Main activities:• Meeting daily activities (individual or team) and annual projects, to the performance level set• Periodically prepare and review job descriptions for the roles of direct reports• Participation in the selection process, hiring staff• Set targets for each department member.• Establishing individual training needs, ensuring a training program is in place for new employees.• Conducting annual assessment of the performance of direct report employees based on individual targets set and the Honeywell 8 behaviors• Establishing development plans (technical behavioral) for direct reports, ensuring succession planning is taken into consideration• Contribute actively to the continuous improvement of the sites performance: consistently identifying opportunities to improve your own activity and those of the department. (Kaizen ideas in line with the objectives of the department).• Participate in internal audits, third party, corporate, second part (customers, certification)• Perform Gemba Walks / 5S audits / SOS audits.• Attend all meetings at which your presence is required (level 1,2,3 or 4 daily meetings, as appropriate, meetings weekly / monthly, etc.)• Centralizes monthly data on planning;• Measure and report daily to the organization department performance.Responsible for monitoring, and SSM objectives, in the field of continuous improvement and prevention of accidents and pollution for the department• Ensure that employees have all necessary Health, safety, environment and emergency training.• Meeting the daily activities for your related areas of responsibility, achieving the performance levels established which are monitored by internal management mechanisms (e.g. Tier / Weekly / Monthly / Visual Management). Show less Management of Technical Support team to deliver a consistent 5 star customer service experience.Main activities:• Meeting daily activities (individual or team) and annual projects, to the performance level set• Periodically prepare and review job descriptions for the roles of direct reports• Participation in the selection process, hiring staff• Set targets for each department member.• Establishing individual training needs, ensuring a training program is in place for new employees.• Conducting annual assessment of the performance of direct report employees based on individual targets set and the Honeywell 8 behaviors• Establishing development plans (technical behavioral) for direct reports, ensuring succession planning is taken into consideration Show less Technical Support Specialist Level 2 provides support for one or more range of products - anti-burglary systems, video control and access control. The long term objective is to provide support for multiple product lines.Responsibilities include:• Coverage of Technical Support Helpdesk (Hotline e-mail)• Providing technical support level 1 and 2 for client’s security products - anti- burglary systems, video control and access control. This includes:• Resolving customer issues and providing technical support and client counseling.• Checking product problems• Registering problems reported in SalesForce.Com (SFDC).Providing detailed information to regional sales support team, and clients complaints about the problems that are unsolved.Escalating problems to team leaders of sales support issues for products.Sending feedback about product improvements to sales support, team leaders and project managers. Show less

  • Functional Excellence Manager, Customer Experience

    May 2022 - now

  • eCommerce Program Leader

    Oct 2021 - May 2022

  • Functional Excellence Leader (Project Manager)

    Mar 2020 - Oct 2021

  • Sr Tech Supp Supervisor

    Dec 2019 - Feb 2020

  • Technical Team Leader

    Jul 2017 - Nov 2019

  • Lead Technical Support Assistant

    Apr 2017 - Jun 2017

  • Technical Support Specialist

    Jan 2016 - Mar 2017