Alexandra Lucaci

Experience

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  Capgemini

  Nov 2014 - May 2016

  -Execute operational process tasks according to Service Level of Agreement;-Initiate, create and develop new processes during the transition process for the Account Administration process;-Taking care of constant communication with client regarding all of Account Administration outstanding procedures;-Attend regular process feedback meetings to assess stability of tools and systems;-Provide process feedback to direct line manager and the client management, calling out risks, process failures, system challenges etc.;-Test the integration between multiple tools used by the Service Desk and resolving teams from the client, taking care that the information is transferred without any data loss;-Keeping the knowledge base up to date with the process changes and help create new knowledge objects for new processes transitioned to the Service Desk-Assisting with the development of tools used by the client to improve the communication with the end user, speeding up the time of reporting a problem/raise a request,-Taking care that the service is delivered in the turnaround times established with the client and the Service Desk’s management;-Coordinate work of first line agents by using training, coaching and encouraging them to participate in proactive meetings. Show less -Handling inbound and outbound calls and as well e-mails from employees, vendors, customers and approved third parties, monitor and manage the progress of all incidents, participate in conference calls;-Undertaking initial diagnostics of the incident, using the tools available and resolving as many as possible on initial contact with the client;-Accurately recording and classifying all incoming incidents with the appropriate priority, category and incident summary details or error messages;-Proactive flagging incidents where no knowledge solution was found;-Daily contact with international clients, resolving teams, meeting or exceeding the level of Service when responding to all incoming incidents;-Current implementation of the additional tasks - investigate to verify the causes of the problem, improving the team's work;-Accurate and timely hand off to other resolving teams. Show less

  • Senior Account Administrator

    Jan 2016 - May 2016

  • Customer Service Specialist

    Nov 2014 - Jan 2016
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  Oracle

  May 2016 - May 2019

  Helpdesk Analyst

  -Log and qualify calls, tickets and chats in line with agreed internal procedures;-Check service entitlement for customers based on contract details, including payments, types of service offered or other third party involvement in the process;-Perform ticket queue monitoring occasionally and assign the tickets to fellow colleagues while making sure that all tickets are handled within SLA;-Investigate, troubleshoot and resolve customer issues - the resolution should have been provided in a timely manner or the issue needed to be reassigned to the appropriate team;-Update the call logging system (ensuring that full and concise details of the nature of the incident are recorded) and provide information for 2nd Level of Support teams and 3rd Party Service Partners;-Take calls ownership and monitor through to resolution - this includes calls passed to other teams or external support partners if required;-Maintain good relationships with customers, liaising during the incident process to ensurethat they are kept informed of progress and relieve any stress or concern caused by support issues, in accordance with agreed priority and SLA;-Perform training sessions for the team regarding communication skills and other internal processes. Show less

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  Novartis

  Sept 2019 - now

  - Responsible for operational management for assigned function, team or NGSC- Drive service excellence and continuous improvement within the framework defined by IT Operations- Support the group's managers and experts to focus on the overall priorities for the business, to maximize customer satisfaction- Support definition of the NBS IT strategy for the relevant scope and be accountable for ensuring the strategy is tracked, benchmarked and updated for the area owned- Proactively identify opportunities to increase service levels and mitigate any issues in service delivery within the function or across functions- Prepare function / team / NGSC meetings and coordinate initiatives and events- Point of escalation in function, team or NGSC for support functions Finance and Procurement- Take accountability for overall productivity efforts within the function, team or NGSC including coordination of tasks within the group and close collaboration with Finance- Coordinate and monitor IT process implementation within the function, team or NGSC- Take accountability for the groups internal communications and related change management- Support information governance activities within the function, team or NGSC- Support Audit preparation – act as a SPOC for IT audits in local sites (incl. preparation, interface to local organization, mitigation of findings etc.) and work closely with ISRM- Support preparation of operational budget for assigned area- Coordinate overall objective setting preparation and facilitate process in order to achieve consistent objective setting in function, team (not relevant for NGSC)- Ensure IT strategy is tracked, benchmarked and updated for the area owned- Take accountability to ensure adherence with Security and Compliance policies and procedures within Service Excellence scope Show less - Design, implement and maintain DIAA Services and Processes relevant to the provisioning of Novartis Identities and Accounts globally- Ensure effective management of an IT Service, system or application across its entire lifecycle- Ensure timely and cost-effective delivery of solutions required for new projects and IAM capabilities- Ensure timely and cost-effective delivery of solutions meeting business driven transitions and transformations, expansions, mergers, acquisitions and divestitures, etc.- Ensure proper identification and collection of requirements to interface IT applications to use IAM tools satisfying security and compliance requirements- Develop and enhance automated processes to release new solutions into the live environment- Take accountability to ensure adherence with Security standards and Compliance policies, control framework and procedures within Digital Identity service scope Show less

  • Service Excellence Expert

    Feb 2020 - now

  • Digital Identity Expert

    Sept 2019 - Feb 2020
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  Novartis Czech Republic

  Apr 2023 - now

  Associate Director Operational Excellence & Planning