Teodora Pantel

Experience

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  Scoala nr 3 Ciprian Porumbescu

  Sept 2014 - Aug 2016

  English Teacher
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  Webhelp

  Aug 2016 - Apr 2017

  Customer Service Representative
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  Honeywell

  Apr 2017 - Sept 2021

  • Participate in automation projects across regions.• Solve complex customer escalations involving all relevant parties.• Take care of export procedures and documentation on vendor side for all our portfolio of export customers including preparing the shipments and reports for customers.• Participate in calls and prepare reports for main global accounts, providing support in system improvement and assist with automation.• Set up and commit to an MOS with business to ensure swift resolution of escalations.• Enable business and functions to understand data and processes and provide general support.• Ensure the compliance within AM by driving transparency and alignment across functions and LOB.• Deliver training and communication to ensure compliance with data related policies, processes, and standards.• Participates in SAP projects as a tester, early adapter, and/or trainer for the team.• Testing on GTS (Global Trade System) enhancements in SAP and participate in meetings to provide feedback and drive improvement.• Create work instructions for GTS and training on GTS for all department. Show less • Support the team leader and function as back up ;• Provide support to the team on all SAP/CRM related inquiries and errors both front end and back end. Spend 10 to 50 % (approximately) of the time supporting users in their functional area of the business.• Attend meetings where business processes are defined and present the feedback gathered from the end users.• Maintain a high level of knowledge on current methods and procedures.• Complete understanding and direct involvement in meeting the department metrics.• Gather regular feedbacks and ideas from the end users and use the reports to continuously improve SAP/CRM applications.• Keep supervisor informed of potential problems and team issues.• Participate in interviews and provide feedback on new hires.• Training delivery for new joiners (SAP process training).• Participate in weekly calls with main distributors to provide feedback and present reports on order status.• Act as point of escalation for main global accounts.• Perform weekly audits on order booking and calls for the team.• Assign tasks within the team and keep them informed on every enhancement and process change.• Supervise the team on tool use and task completion (InContact, chat, dispatch, backorders,billing blocks, etc. Show less Main responsabilities:• Coordinate and implement Gemba walks within the department. • Train the department and provide information and presentations on the Gemba element.• Develop and present Gemba calendar and main topics to drive improvement and kaizen ideas.• Assign and act as observer of Gemba walks for the supervisors.• Participate in HOS meetings in the department to drive improvement snd present updates.• Present the Gemba element and the improvements during Bronze and Silver certification with PMT VP. Show less

  • EXP Team Coach

    Aug 2020 - Sept 2021

  • Team Coach

    Sept 2018 - Jul 2020

  • HOS ( Honeywell Operating System ) Gemba champion

    Mar 2018 - Dec 2019

  • Customer Service Representative with French

    Apr 2017 - Sept 2018
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  Oracle

  Sept 2021 - now

  Principal Customer Success Manager Saas

  • Build and nurture relationships with Cloud customers across EMEA (English and French speakers) to support and share best practices on how to implement and adopt cloud solutions • Present webinars (in English and French) for large audiences of clients on various generic and product related topics for entire cloud suite of SaaS applications• Build and maintain strong relationships and work closely with the support, presales and consulting teams including partners to make sure you can deliver the program content and resolve customer needs in an effective and high-quality way • Prepare strategic customer roadmaps and release features with key objectives for rapid, scalable and stable cloud implementation and adoptionDevelop a deep understanding of customers’ strategy and drive use of the applications, by proving key resources and information based on customer needs• Conduct Maturity Assessments to support implementation of new features and share adoption recommendations based on results and customer lifecycle stage• Research and survey customers’ business objectives and definitions of success. Gather baseline metrics, create and execute success plan covering all the customer lifecycle stages to help them achieve those objectives. • Work as a project manager to ensure alignment across internal teams, customers and partners• Drive, assist and support customer's Journey in each phase of the project lifecycle. • Coach customers to ensure they are leveraging all available resources. Proactively provide generic best practices and industry benchmarking materials. • Identify risks to the customer achieving their objectives and work with other internal teams to build a rescue plan or escalate as needed. • Perform usage and adoption analysis to help identify areas for optimization and improvement. • Work with the account team (Sales / Renewals) to ensure timely renewal and expansion opportunities. Show less