Roxana Sirbu

Experience

• 

  CGS (Computer Generated Solutions)

  Oct 2007 - Oct 2010

  Close supervision of customer - agent interaction (reviewing audio and video recordings of the conversations), making sure over 100 customer care representatives had to approach each call using proper tools and stay customer-oriented at the same timeCritical decision making: if an agent keeps results below client's expectations (America Online - AOL), even though efforts have been made towards a better performance then the agent had to be removed from the account. Interacting with our customers by phone in a professional way, providing the proper resolution in a timely and customer-friendly manner.Providing details on the services our client (America Online - AOL) provided taking care of different issues such as restricted accounts or renewing the method of payment.

  • Quality Assurance Specialist

    Nov 2008 - Oct 2010

  • Customer Care Representative

    Oct 2007 - Oct 2008
• 

  Sovereign Partners

  Nov 2011 - Jul 2015

  In charge of a 5 people team, managing and increasing portfolio of assets for clients for an international wealth management companyQuarterly reports on 5,000+ funds performance so the clients will get a more comprehensive way of investing their savingsWeekly / monthly reports tracking their performance and certain internal metricsYearly relocation to the different offices of the company throughout Europe, extending my client portfolio there and helping grow the team by managing a team of coordinators Show less

  • Senior Account Coordinator

    Sept 2012 - Jul 2015

  • Account Coordinator

    Nov 2011 - Aug 2012
• 

  International Air Transport Association (IATA)

  Oct 2015 - Sept 2021

  Facilitating workshops and meetings with stakeholders in order to reach consensus on requirementsPrioritizing, grooming and estimating the backlog user stories with a geographically dispersed scrum teamCollaborating with the test manager in order to obtain user acceptanceRelease and road map planningDelivered on time and on budget to dateProviding training and demo sessions to the Operational TeamsSupport the project manager during budget and procurement exercise and it’s monitoring thereafter Show less

  • Product Owner

    Feb 2017 - Sept 2021

  • Business Analyst

    Oct 2015 - Jan 2017
• 

  NFON

  Sept 2021 - Feb 2023

  Product Owner

  Contributed to a company wide smooth transition to agile methodology and SAFe framework (agility of scale)Close collaboration with various Stakeholders in order to establish and implement the product roadmapCleanup and prioritization of the existing backlog in line with the product visionGrooming and estimating the backlog user stories with a geographically dispersed scrum teamQuality assurance coordination in order to obtain user acceptanceRelease and dependency management