Sebastian Moldovan

Experience

• 

  Mondadori Retail S.p.A.

  Jan 2006 - Jul 2006

  Salesman

  Customer Engagement: Worked directly with end customers to sell yearly subscriptions, offering special deals for frequent customers.Offer Management: Managed various offers and packages for all customers.

• 

  SC Chrisantik Trans SRL

  Feb 2007 - Dec 2008

  Sales Representative

  Export Management: Oversaw the export of refurbished antique furniture to Italy.Customer Relations: Managed deliveries, negotiated prices, and established delivery terms with customers.Client Acquisition: Conducted marketing research to identify and contact potential clients, meeting their needs effectively.Achievements: Successfully doubled the number of clients from 25 to 50 antique shops and warehouses within two years.

• 

  SC The BGF Company SRL

  Oct 2010 - Jun 2011

  Call Center Representative

  Help Desk: Acted as the liaison between field sales representatives in Italy and targeted companies.Marketing Office: Operated independently from the rest of the company, specializing in marketing activities such as contacting potential customers, setting up meetings, and providing information about our products and services.Product and Service Support: Offered support for selling, archiving, and management software, as well as other support services.Language Support: Provided assistance in Italian. Show less

• 

  SC Tomasi Resurse Umane SRL

  Sept 2011 - Apr 2013

  Call Center Representative

  Debt Recovery: Contacted customers with overdue payments to negotiate amicable payment solutions.Customer Management: Managed a large volume of customers provided by companies, working within specified timeframes to recover as much debt as possible.

• 

  Arvato

  Apr 2013 - Oct 2021

  Team Coordination: Managed an operational team across three sites and successfully opened two satellite sites in different countries.Performance Management: Ensured delivery of committed volumes and service levels, coordinating in real-time with the operations team for optimal coverage.Scheduling and Forecasting: Handled scheduling and commitments based on client-provided forecasted volumes.Reporting and Documentation: Collaborated with the reporting team on all reporting files and procedures, and maintained bonus, attendance, and KPI files.Client Interaction: Participated in weekly business review calls with the client.Team Development: Fostered a continuous learning environment, delegating tasks and responsibilities to promote team growth.Operational KPIs: Worked closely with the service delivery manager to meet all operational KPIs daily.Process Improvement: Developed improvement processes with team managers to enhance operational and administrative efficiency.Communication: Maintained clear communication channels between upper management and team managers.Task Distribution: Assigned daily tasks and responsibilities to the team. Show less Project Startup: Collaborated with the Service Delivery Manager (SDM) to ensure a smooth project launch, covering training, office setup, supplies, hiring interviews, and customer visits for Train-the-Trainer (TTT) sessions.Team Leadership: Led a team of 15-20 agents, providing both administrative and operational support to help them achieve individual and team targets as outlined in the customer contract.Service Level Management: Ensured service levels (SLs) were met on an interval, daily, and weekly basis across phone and email channels.Workforce Coordination: Worked with the workforce planner to ensure adequate coverage based on the customer’s forecasted volumes. Conducted root cause analysis (RCA) for any SL misses and implemented measures to prevent future occurrences.Performance Monitoring: Monitored real-time metrics (RTM), historical data, and quality results on both interval and daily bases using customer-provided tools.Reporting: Collaborated with the reporting specialist to generate and replicate reports on both operational and quality aspects of the project.Training: Conducted new hire (NH) training for the first six months of the project, training up to 60 employees.Quality Assurance: Worked closely with a quality assurance specialist to ensure all quality KPIs were met.Internal Communication: Maintained clear communication with higher management (SDM, Account Managers) regarding the operational and administrative aspects of the project.Client Interaction: Managed direct communication with the customer concerning the operational aspects of the project. Show less Project Startup: Organized the project launch, assembled a team of 7 agents, and collaborated with the Team Manager and another Deputy Manager to conduct new hire (NH) training and initial setup. Provided support to agents and handled calls when necessary.Case Analysis: Reviewed cases to ensure handling accuracy.Performance Monitoring: Monitored real-time metrics (RTM) and historical data on both interval and daily bases using Avaya CMS.Leadership Coverage: Assumed all Team Manager responsibilities during their absence or when the SDM was not onsite, ensuring 24/7 coverage. Show less Schedule Coordination: Managed the scheduling between Technical Account Managers and Premier Field Engineers, ensuring alignment between customer needs and company resources.Customer Needs: Proactively addressed customer needs and requests, providing optimal solutions within the shortest possible timeframe.Critical Situations: Handled urgent situations requiring an IT engineer onsite, ensuring timely resolution within agreed service levels (SL).Communication: Maintained effective communication via email, phone, and internal chat with all relevant parties.Escalation Management: Managed incoming internal escalations, identifying valid escalations for higher management and resolving others with in-house solutions. Show less Booking Management: Handled new bookings, re-bookings, refund procedures, and additional in-flight services.Travel Agency Support: Provided assistance on procedures for travel agencies.Customer Assistance: Addressed end customers’ needs and requests, offering tailored solutions and individual assistance for each situation.Reservation Systems: Utilized Ardweb and Amadeus Altea Reservation Desktop, along with various airline-provided software for invoices and frequent flyer programs.Guidance: Assisted customers with booking flights and filing claims online via the airline’s website.Language Support: Provided support in both Italian and English. Show less

  • Operations Coordinator

    Nov 2018 - Oct 2021

  • Team Manager

    Sept 2016 - Oct 2018

  • Deputy Manager

    Mar 2016 - Aug 2016

  • Resource Coordinator

    Jul 2014 - Mar 2016

  • Customer Service Representative

    Apr 2013 - Jul 2014
• 

  Majorel Romania

  Oct 2021 - now

  Project Management Office

  Change Management and Project Implementation CoordinationAs a PMO, I facilitate collaboration among various stakeholders, including clients, operations, and IT, to prepare, design, and execute IT project implementations. These projects encompass migrations, new technology integrations, and software updates.Key Responsibilities:Stakeholder Coordination: Engage with the client, operations, and IT teams to ensure seamless project execution.Contract Compliance: Oversee adherence to contract requirements across departments, ensuring new contract terms are implemented effectively.Technology Implementation: Lead the deployment of new technologies and standardization across multiple sites.Regional Project Management: Manage project implementations across different business lines and sites within the EMEA region.Global Collaboration: Work in tandem with counterparts from other regions to coordinate global projects. Show less