Iulia Apafi

Experience

• 

  Netex Group

  Jan 2006 - Jan 2008

  Customer Service Specialist

  Customer Support

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  IDC

  Jan 2007 - Jan 2008

  Customer Service Representative

  Customer Support

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  Nestle Romania

  Jan 2008 - Jan 2010

  Maximizing the sales of Nestle goods with the help of the product design- merchandisingSelection of products according to the FIFO principleCreate sales strategiesInventorie

  • Sales Marketing Assistant

    Jan 2008 - Jan 2010

  • Sales Marketing Assistant

    Jan 2008 - Jan 2010
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  STEFANINI ROMANIA SRL

  Jan 2010 - Jan 2013

  Senior IT Support Technician

  Categorizing and prioritizing tickets depending on urgency and impactTicket and E-mail queue monitoringCustomer SupportAccurate Escalation to 3rd level support teams or specify teams whennecessary

• 

  Apple

  Jan 2013 - Jan 2014

  Senior iOS Apple Consultant

  Problem solving of simple and complex technical questions/ issues fromcustomerLog chats and customer calls to an Apple database and follow theescalation process to resolve problems and requestsMaintain a strong and professional relationship with all Apple customersProvide daily feedback for the team manager on all new incidentsAccept customer calls for at least 80% of online timePermanent customer care

• 

  NTT DATA Romania

  Sept 2014 - Dec 2023

  Process management according to ITIL for the VW ProjectConstant communication with Customer Process ManagersConstant quality monitoring for the main processes (IM, PM and CHM)Identify and implement individual activities to improve IT service quality and improve the efficiency and effectiveness of ITSM processesUse monitoring and reporting to identify improvement opportunities in all phases of the life cycle and in all processesCoordinate constant quality improvement processesRedesign and improve processes in collaboration with the customer Process ManagersVerify and coordinate the update of the process and procedure policies and communicate these in the teamsStrong collaboration with the Operations Managers, Team Leaders andwith the team members regarding quality and process concernsOversee the implementation of existing business processesInitiate hierarchical escalations for different processesContact person for the process employees in the Quality and CSI process topics Show less Managing quality issues in real timeChecking tickets and calls for each agent - checking and coordinatingagents productivity, making sure they achieve their targets ( Tickethandling, ticket ratio etc)Coordinating daily the execution of the workload/ Incident managementOverseeing Incident/ Request Tickets lifecycle and ensureadherence to contractual SLAsCommunicating with clients, Service providers, and managementIdentify a functional escalation point for a service request or incidentwhen required Briefing the team on changes or deployments that may affect Volumesat the SDManaging the correct assignment of High Priority Incidents (Impacts)Monitoring the effectiveness and efficiency of the Incident Managementprocess, the quality of the tickets overall and provide feedback to theTeam lead and agentsMonthly quality meetings with the agents regarding their ticket quality results for the previous month.Liaised with the TL in case an agent didn't perform the follow up on her/his tickets for applying compliant disciplinary actionsProviding a weekly report to the TL with the handled volumes per team:created, updated and closedKeeping weekly meetings with the TL, OM ,SM and trainer for bringingeveryone up to speed and arranging priority list of tasks for thefollowing periodProvided consistent feedback in regards to the team's activity andtraining needsEnsuring procedures are followedCreating Incident Criteria in order to follow an accurate quality checkMonthly ticket quality check - making sure tickets are documentedaccording to the criteria imposed by the quality process Show less Customer support via email, telephone Ticketing system support and implementation of problem, release andchange management (according to ITIL) Monitoring of all applications with the help of specific toolsRegistration of incidents and service requests Tracking incident management ticketsCreate and forward tickets Create reportsCreate / forward complains Respect the SLAsSchedule special operating daysRestarting jobs in order to run properlySchedule test jobs on Saturdays Weekend planningCreate test restrictions for operating jobsCreate failure reportsMonitoring various alerts and speak monitoring messagesCreating defects documantations Show less

  • ITSM Process Manager

    Oct 2021 - Dec 2023

  • Quality Analyst

    Jul 2020 - Sept 2021

  • Senior Information Technology Support

    Sept 2014 - Jun 2020
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  Atos

  Sept 2022 - Dec 2023

  Incident Manager

  Prepare a gap analysis, showing the difference betweenthe standard ASMM and the contractRaise the deviations with the CFS PM and prepare a workaround for thedeviationsCreate and document the process workflow Document the process in PHBDecide and agree on the language of ticket entry, conclusion and customercommunication Create ticket category tree and assign groups based on the inputs from deliveryunitsCheck if there is any requirement for special groups Check if the resolver groups have enough membersCheck if all business hours are covered through resolver groupsSupport in Ticketing InterfaceEnsure that all master data for creating incident tickets records are available orprovided by the customerSLA implementation: Identify and implement the contract obligationsInvolved in operational control and monitoring. In addition to a connection to internal ITSMtools, this includes SLA implementation and control. In addition, all performanceparameters must be compared in advance between UC and the contract.Check the SLA implementation, priority mapping and key user mapping in thetool.Align with the customer on the three strike rule and automatic closure of ticketsFinalizing the documentation with the customer and acceptance by the customerQuality check on a monthly bases and agreement with customer ReportingDaily customer callEscalation issues for Incident and Request Process Show less

• 

  Principal33 Solutions SRL

  Sept 2023 - now

  Process Manager

  Incident Management:Establish and lead the incident management process to ensure timely and efficient resolution of IT incidents.Coordinate and communicate with stakeholders during incident response and resolution.Problem Management:Implement and oversee the problem management process to identify and address the root causes of recurring incidents.Drive the creation and maintenance of a knowledge base to facilitate quicker problem resolution.Cross-functional Collaboration:Collaborate with various IT teams to facilitate the quick and effective resolution of incidents and problems.Conduct post-incident reviews to identify opportunities for improvement and preventive measures.Incident Trend Analysis:Analyze incident data to identify trends and patterns, enabling proactive measures to prevent future incidents.Implement and monitor key performance indicators (KPIs) to measure the effectiveness of incident management processes.Continuous Improvement:Drive a culture of continuous improvement within the incident and problem management teams.Implement lessons learned from incidents and problems to enhance overall service reliability.Communication and Reporting:Develop and maintain communication channels to keep stakeholders informed during incident and problem resolution.Generate reports to track and communicate incident and problem management performance.Documentation and Knowledge Management:Ensure thorough documentation of incident and problem resolution processes and outcomes.Contribute to the development and maintenance of a knowledge base for incident and problem management.Escalation Management:Establish and manage escalation procedures to ensure timely resolution of critical incidents.Collaborate with leadership to provide recommendations for improving incident and problem management effectiveness. Show less