Adrian Pascal

Experience

• 

  Telekom Romania Mobile

  Jan 2011 - Jan 2015

  • Regulated Claims Specialist

    Jan 2013 - Jan 2015

  • Inbound Sales Representative

    Jan 2011 - Jan 2013
• 

  Telekom Romania Mobile

  Aug 2015 - Feb 2022

  Regulated Complaints Team Manager

  * Managing a team of average 15-20 people and full responsibility in handling and coordinating >2000 Authority Complaints/year, 98% of which being concluded without a fine for the company.* Achieved 1 million £ annual company revenue by exempting the company to be sanctioned by the Authority, which contributed to an improved sales and customer care operations of the consumer's segment* Hired, training and mentored over 40 top customer service agents and complaints specialists* Developed and maintained >45 strong business relationships with the National Authorities in Telecommunications and PR areas* Active participant in the development of the company's procedures and processes, addressing the causes that may generate dissatisfaction from customers Show less

• 

  Thames Water

  Mar 2023 - Dec 2023

  Case Management Specialist

  * Case managing complex queries to resolution while ensuring that business targets are met* Owning customer cases and progressing ongoing investigations* Managing the resolution of the cases through skilled negotiation with a wide range of stakeholders throughout the business* Providing outstanding customer support throughout the whole claim process

• 

  Arval BNP Paribas Group

  Jan 2024 - now

  Regulated Complaints Specialist

  * Liaising with relevant departments and stakeholders to ensure prompt resolution of complaints* Providing exceptional customer service and maintaining a high level of professionalism at all times* Identifying trends and potential issues that may lead to complaints and escalating them to relevant parties* Resolution of all complaints within SLA, meeting KPIs and complying with Regulatory deadlines and rules* Keeping customers informed of progress and ensuring regular updates are provided* Developing and implementing strategies to improve the overall customer experience Show less