Adeline Mali

Experience

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  Flanco Romania

  Oct 2012 - Nov 2012

  Cashier

  -Receive payment by cash, check, credit cards, vouchers-Issue receipts, refunds, credits, or change due to customers-Establish or identify prices of goods, services or admission, and tabulate bills using calculators, cash registers, or optical price scanners-Resolve customer complaints-Answer customers' questions, and provide information on procedures or policies-Calculate total payments received during a time period, and reconcile this with total sales-Keep periodic balance sheets of amounts and numbers of transactions-Compile and maintain non-monetary reports and records. Show less

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  Xerox

  Nov 2012 - Feb 2014

  Business process and document management

  -responding to customer inquiries in French language using specific applications; -resolving complaints using standard scripts and procedures;-gathering information and researching and resolving inquiries; -communicating the appropriate options for resolution in a timely manner;-monitoring the priority of orders-preparing standard reports to track workload, response time and quality of input;- giving feedback and recommendations to management to improve efficiency.

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  Conectys

  Apr 2014 - Oct 2015

  Content Moderator-spanish language

  - Assessing reviews for a worldwide known travel website that assists customers in gathering travel information;- Posting reviews and opinions of travel-related content and engaging in interactive travel forums;- Approve or reject the reviews posted according to each country's specific publishing guidelines.- Offering support via e-mail to business owners and users in fraud related issues- Moderating reviews flagged by the content integrity filters on fraud issues- Investigating fraud related reports such as incentives offered by the properties, optimization, etc- Matching reviews with the owners blackmail reports and handling the conversations in order to ensure the guidelines and policies of the site- Vetting the fraud flagged properties and determining if they should be flagged on the live site (in order to warn the user that the property has fraudulent reviews)- Offering guidance of the newbies in the team after they were trained- Taking over the activities done by the investigation team when needed- Other fraud related projects when needed. Show less

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  Teleperformance Romania

  Oct 2015 - Mar 2016

  Customer Care Representative

  - providing customer support (Spanish) for a big insurance company in Spain;- inbound and outbound support; - department collaboration in resolving customer problems;- workflow maintained through usage of in-house applications.

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  CGS Romania

  Mar 2016 - Jun 2017

  Financial Accountant

  Being a member of the booking support team for contracts, I had the following Key Responsibilities :-First step of the process is being responsible on checking the users for AML(anti-money laundering) in a specific tool to ensure that that the customers are eligible for the loan;- Log invoices and asset details system, checking if pricing is correct, validating contracts, ensuring that the supplier has paid correctly and ensuring that the deal being activated reflects the terms and conditions of the contracts;- Ensure that all deals are compliant prior to activation;- Efficiently handle queries from client's Sales Support and follow through the resolution;- Minimize errors and ensure all audits passed;- Support manager in the development and implementation of business process improvements & efficiency/ productivity gains.- Recurring customer deals: as per one off customer deals and also including ensuring credit approval is in place;- All tasks were to be completed accurately, within agreed SLA(Service-level agreement) and as wellas being compliant with our client's procedures. Show less

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  Wipro Limited

  Jun 2017 - Sept 2017

  Contract Administrator

  - registration of contracts; - ongoing contracts changes; - handling of renewal process for the customer; - operational review; - using different tools in order to accomplish all the tasks and verifying in SAP all the information that was processed by the back office team; - responding via e-mail to different issues or requests sent by the customers and keeping in touch with the back office in order to finish all the task accurately.

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  Accenture

  Jan 2018 - now

  • Provide coordination/communication support to Learning Delivery • Provide ad hoc analysis and support as required • Provide continuous improvement to processes, tools metrics and training, based on ongoing experience, process metrics and feedback received• Track, measure, report and communicate performance issues and risks • Maintaining operational stability for Iberia region• Respecting a planned-communication calendar; preparing and sending out training related communications• Being the point of contact (SME) for Spain/Portugal and our local department• Active participation to calls with leads from Spain & Portugal and operational meetings with LMS admin• Run reporting activities regarding learning and development activities, monthly volumes, etc• Responsible of ensuring an efficient learning delivery communication, updating procedures if necessary• Distribute the daily tasks with the team • Language used: Spanish/EnglishBesides my daily activities I am involved in many other extra activities in order to grow other skills:• We Innovate SPOC: I was involved in finding new improvements ideas within the team. I have guided my colleagues and I have tried to encourage them and make them see that there is always room for improvement, even though the process is stable• Tech Master: whenever there is a need to make changes or improvements in Sharepoint, Excel or Power Automate, I am always pleased to offer my assistance. During my time working with the team, I identified opportunities to automate parts of our process. I successfully developed workflows using Power Automate and created macros that have significantly reduced our working time• I am involved in J2IO, so I got familiar with the BOI’s and some of the reporting within the team, like 3x3 Matrix or with the Monthly Metrics• I am currently involved as a back-up in the Defender Program and trying to maintain a good practice regarding the security issues Show less - Deliver efficiency and quality for Iberia (Spain and Portugal) and Benelux (Belgium, Netherlands, Luxemburg) using English and Spanish;- Administer the learning platform and upload a high volume of sessions for the annual planning;- Maintaining operational stability for Iberia region and lately also for Benelux region;- Frequent communication or active participation at calls with Spain team;- Run reporting activities regarding learning and development activities;- Responsible of ensuring an efficient learning delivery communication;- Involvement in creating automation tools based on our daily activity using VBA, interpreting some reports in order to improve our quality work and always trying to improve or to find a better way to solve a task; Show less -Interacts with the end users in day by day operations via specific applications; - Performs researches to identify required information in order to solve errors and issues; - Acts as first level of support for HR related situations (Recruitment support, HR Administration support; Contact Center; Compensations & Benefits); - Updates the HR data base with the employees’ personal information changes, using SAP; - Produces standard correspondence and labor contracts using existing templates ; - Respecting the procedure for each type of situations and trying to give the most accurate response regarding the problem that an employee is facing (Maternity, Paternity, Study leave, etc.); - Develops improvements to processes and local work instructions; - Resolving tickets related to specific needs of the employees, meeting the requirements as stated in the SLA's. Show less

  • Business Process Delivery Analyst

    Mar 2022 - now

  • Business Process Delivery Associate

    Jun 2019 - now

  • HR Specialist with Spanish

    Jan 2018 - May 2019