Sonia Pintea

Experience

• 

  GENPACT

  Apr 2008 - Sept 2017

  - Providing functional and technical consultancy for various applications (ServiceNow, IVR, RPA, CA etc )- Lead and guide as ITIL Process Manager the shift and fix Transformation of the IT organisation from fragmented per country specific to a Global Standardization- Build customer relationships, manage customer’s requirements and expectations - Playing an integral role in new business pitches and hold responsibility for the effective on-boarding - Evaluate customer requirements and their IT Service environment to determine technical solutions, possible tasks and effort- Build architecture and application processes- Manage and lead RFIs, RFPs, RFQs- Do preliminary, on-the-spot business analysis for the key requirements of the customer- Create business plans including costs and pricing analysis Show less - Responsible for the management of Product and Solution Categories (Technical, Business & Commercial) as well as the collection and analysis of market intelligence information - Performing a detailed analysis of the client’s financial and business status, understanding and assessing key risks and business prospects from the perspective of relevant stakeholders and converting them into sales opportunities - Owner of the end-to-end Request for Proposal from a process standpoint - Create and maintain the business intelligence repository; similar for collaterals, benchmark data etc.- Building new products, regularly assess competitiveness company complete stack- Sharing best practices across Global Operations from other accounts and market; identify improvement opportunities through replication of projects etc. Show less - Implementation of Incident Management process and increasing productivity- Transition projects of systems changes (3 CRM tools, Chat tool ) and process changes ( Level 2 Vendor change for Voice Support, Onsite IT Support )- Applying Lean and Six Sigma tools to increase the process performance, and decrease the DPMO - Drive improvement projects across the team- Leading with Process Managers the 70+ Process Associates Service Desk for EMEA- Conducting monthly/weekly reports on KPI's and escalation tracking- Monitor and improve the process SLA's- Client handling to ensure NPS score and customer satisfaction- Coaching and mentoring of high potential team members to drive professional growth Show less - Managing customer interactions, addressing escalations & communicating accordingly by keeping a very close and good relationship with the IT Leads and Project Managers- Act as the key interface between the IT customer and all relevant internal operational teams- Owner of knowledge and training database - managing end to end Standard Operating Procedures/Knowledge articles - Assuring Training Methodology & Content Development of Training Material- Support customers by delivering fair, accurate, and timely feedback on inquiries- Conduct continuous analysis of resolution and identify improvement areas by doing router cause analysis- Perform business reviews, report preparation and presentation to relevant stakeholders of the business as per requirements - Continuously focusing and improving the process and the team performance Show less - Handling customer issues/questions/request related to software and hardware for Coreload, Business Applications, Network, Server, Telephony through Phone, Web and Chat medias and solve them in SLA time - Scheduling and creating reports for team performance, metric monitoring, Root Cause Analysis and CSI- Offering technical support for colleague analysts as required and daily assistance for new employees- Responsible for the team schedule and communication between Service Desk team and IT Leaders Show less

  • Senior IT Consultant, IT Transformation, ServiceNow Implementation

    Oct 2016 - Sept 2017

  • Subject Matter Expert IT Transformation, ITIL Consultant

    Sept 2015 - Oct 2016

  • ITSM Solution Architect

    Jan 2013 - Sept 2015

  • Incident Manager

    Jun 2011 - Jan 2013

  • Senior IT Process Specialist

    Jun 2010 - Jun 2011

  • IT Process Analyst

    Apr 2008 - Jun 2010
• 

  UiPath

  Sept 2017 - now

  Emphasize cross-functional leadership, by aligning regional strategies with impactful training, content distribution, and enablement initiatives. Specify leveraging new technologies or innovative training methods (AI-driven learning, gamification, etc.).Emphasize Business Outcomes – Strengthen focus on how enablement directly drives business success (e.g., improved conversion rates, deal acceleration). Developing and tracking key performance metrics to measure enablement effectiveness. Analyzing the impact on revenue, pipeline generation, and partner performance to continuously refine strategies and optimize success. Show less Responsible for developing customer relationships that promote retention and loyalty. Their job is to work closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction. The owners of the customer account from delivery perspective.During sales phase, work closely with sales, pre-sales, solutions and technical teams on large client engagements to build deeper and contextual value propositions.During Post-Sales, works closely with the Key Account Management to grow the account.CSM is the Guardian of the account from delivery perspective and main UiPath Point Of Contact for any account related technical requests or issues. Show less

  • Senior Director Sales and Partner Enablement International

    Feb 2025 - now

  • Director, Global Partner Enablement

    Feb 2022 - Feb 2025

  • Director, EMEA Partner Success

    Aug 2019 - Feb 2022

  • Partner Success Lead EMEA

    Oct 2018 - Aug 2019

  • Customer Success Manager, RPA

    Sept 2017 - Oct 2018