Cosmin Cocu

Experience

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  ZeniMax Online Studios

  Mar 2014 - Sept 2014

  Team Manager EU

  • Provide motivation, direction, service, and leadership to a team of support representatives• Develop, maintain and drive policies to ensure an exemplary customer satisfaction• Provide performance, evaluation, guidance, support and coaching to direct reports• Provide reporting and complete special projects as required by management• Work with Contact Center Lead to oversee the training and growth of all employees

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  Accenture

  Sept 2015 - Oct 2016

  Service Delivery Team Lead (SMB) at Accenture for Google

  Managing teams of Small- and Medium-sized Business (SMB) Sales representatives and Account Optimisation Advisors, working on the growth of Google's advertisers (Developing and implementing best practices for AdWords program and markets - TR, NL, DE)• Working with and owning projects among the wider management team to deliver cohesive and co-ordinated strategy development of the AdWords program• Providing Google with SLA and metric reporting on teams performance / creating action plans for any areas of risk• New process incubation and induction / Delivering continuous improvement strategies and ideas• Risk and issue management / Resource management and scheduling• Performance management: career counselling, coaching, performance development, 1:1's, mentoring• Coordinate coverage across languages and processes• Drive and manage cross-site initiatives / Allocation and distribution of tasks across languages and processes• Improve business processes within the teams / Identify opportunity to add value to Google AdWords• Responsible for maintenance and review cycle of process documentation / Drive opportunity for improvement across the operation Show less

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  Rational Group

  Oct 2016 - Feb 2017

  Customer Service Manager

  • Provided accurate, timely, detailed and specific reporting on operations metrics as required• Developed innovative solutions, improved and implemented processes, programs, policies by working in close collaboration with global counterparts and cross-functional teams representing Operations, Quality, Staffing and other departments• Went through identification, assessment and execution of ongoing process improvement opportunities in terms of user experience, quality and productivity• Provided strategic support to staffing teams and key stakeholders. Created, articulated and socialized mid and long-term strategies for the team, including enhancement to existing services and addition of new services and compiled ongoing service metrics and reviews with senior leadership Show less

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  RWS Moravia

  Jul 2017 - Jun 2019

  Global UAT Lead at Apple
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  Apple

  Jun 2019 - now

  Project Manager