Roxana Mazilu

Assistant to Manager

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Iaşi, Romania

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Timeline
About me
Programme Manager | People Management
Education
- Universitatea „Alexandru Ioan Cuza” din Iași
  2000 - 2004
  Master's degree Accounting and Finance
- Grigore T. Popa University of Medicine and Pharmacy Iași
  2011 - 2012
  Master's degree Health/Health Care Administration/Management
Experience
- PJIMM (Patronatul Întreprinderilor Mici şi Mijlocii)
  Aug 2004 - Feb 2005
  Assistant to Manager
- BRD - Groupe Societe Generale
  Mar 2005 - Jul 2008
  Customer Service Specialist (Companies)
  B2B and B2CFinacial analisysSale and operational activity
- Banca Transilvania
  Jul 2008 - Apr 2009
  Agency Director
  KPI analisysTeam management and coachingB2B and B2CFinancial analisys
- Arcadia - Spitale și Centre Medicale
  Apr 2009 - Oct 2016
  Head of Customer Experience (Call Center - Front Desk - Front Office)
  KPI development and analisysAdress the client incidents in a quick and effective wayRoot-cause analisys in order to take relevant actionsTeam managementBoard presentationsBudgeting, cost managementInvolvement in the sale process (supporting the key account managers in order to maintain the SLA and the customer satisfaction, developing account stategies for business growth, planning the implementation process for the new accounts)Developing smart and strong interorganizational relationshipsProfit and loss management and financial plans for several project within the departamentCompliance operationsDeveloping and implementing the training frameworks: training needs, developing the intake mechanism, track the mentors effectiveness, develop assessment dashboards, classroom surveys, assure a good transition to Production phase, develop and review the metrics for the new hires, develop and implement the feedback tools, run various projects in the training field. Show less
- Arcadia Hospital
  Sept 2017 - Jul 2019
  People management Team motivation and drive for positive attitudeRelationship management skillsContract management Commercial activityChange management within the team (maintain the optimal work conditions in the process of procedure changes; assure service quality in a dynamic environment)Multicustomer activity (B2B and B2C activity) Exposure to a multicultural/multicountry enviromentAim to a high customer satisfaction Customer experience beyond their expectationsFocus on customer relationship
  - Head of Customer Experience
    Jun 2018 - Jul 2019
  - Project Manager "International Patients"
    Oct 2017 - Jul 2019
  - Development Coordonator for Medical Partnerships
    Oct 2017 - Jul 2019
  - Project Manager "Visiting Doctors"
    Sept 2017 - Jul 2019
- VEO Worldwide Services
  Sept 2019 - Jul 2020
  Purchasing Manager, Italia Team
  People managementB2B activityKPI analisysCompliance operations
- Amazon
  Aug 2020 - Apr 2022
  Compliance Manager
- XTENSOS
  Dec 2022 - now
  Programme Manager
Licenses & Certifications
- Quality Management System Auditor (QMSA)
  Scoala Nationala de Sanatate Publica si Management Sanitar
  Oct 2013