Experience

• 

  Cgs romania

  Nov 2012 - Apr 2013

  Customer service agent

  • Part of the CGS AEQ Sprint business• Deal with problems arising such as delays, missing information, wrong process orders, technical issues regarding the devices ordered, all resolved in a professional way, so that no clients complain about the services performed by Sprint.• Support and advice customers regarding their orders or all of the product through efficient handling of outbound or inbound calls, direct mail and Telesales, answering to queries and resolving errors encountered by the system. Show less

• 

  Hewlett packard

  Apr 2013 - Nov 2014

  Master data analyst

  -Manage operational implementation of Customer Hierarchy changes in the HP Data Master systems (MyComp / MDCP / NCRF / MDM) according to Sales Coverage and SalesCompensation input -Manage alignment of Next Gen Data Master systems with legacy data (NCRF)-Manage data quality activities for MyComp/MDCP/NCRF-Execute data migrations to the new Data Master systems (MyComp/MDM)-Execute User Acceptance Testing for the new Data Master systems (MyComp/MDM) and for auto account creation-Participating in account review projects and country councils with Country leads and business group leads-Work closely with various sales people and Sales Operation groups to establish the next planning cycle accounts rostering master list through audits, reviews and alignment processes-Manage submitted inquiries and requests from sales teams related to the customer hierarchy and appropriately handle customer accounts-Create/implement, maintain accounts for German Business -Weekly Implement segmentation at EMEA levelOffer consultancy upon German accounts via mail, SFDC cases or via Tech Direct Tickets-Support solutions that impact other departments-Proactively identify efficient ways to manage the request and proactively work with the team to reduce inefficient or quality impacting processes-Proactively propose solutions for process improvement -Write documentation and cookbooks for new process Show less

• 

  Honeywell

  Nov 2014 - now

  Managing a team of 20 customer service representatives and 2 team leaders, in charge of customer repairs and repair billings for Honeywell products. Responsible for global stakeholder management and key business decisions. (customers accounts, repair centers, processes)Streamline processes using Six Sigma tools.Green Belt certified and champion for 2 other GB projects.Accountable for daily metrics, capacity utilization, performance reviews, career path & growth, IDPs, talent review, retention plan, hiring.Cost reduction through improvement initiatives and defects identification: revamping processes, build Knowledge Base, weekly RPS, bots implementation.Transitions managed successfully: Oracle to CRM/SAP, Outlook to SFDC e-mail-to-case management, Datamax to Honeywell integration. Show less Directly supervising a dedicated team of 16 members split into various activities: 9 FTE handling renewals for existing contracts, 5 FTE processing contracts in CRM/SAP, 1 FTE handling Software requests.In charge for KPIs implementation & achievements: 90-60-30 DIA, 70% renewal rate.Implementation of sales quota in SFDC.Accountable for achieving monthly, quarterly and annual contract renewal revenue goals, while also in charge of the forecast and revenue pipeline reporting. Revenue generated: 40M+.Develop business strategy and follow AOP.Weekly results & revenue updates provided to Service Delivery Managers and Service GM. Show less -Responsible for sending out all assigned quotes within agreed upon timeframe, while constantly kept involved stakeholders updated at every turn. -Audit all renewal contracts for approved pricing, discounting and terms/conditions prior to invoicing.-Secured data accuracy and minimized possible revenue loss by creating and constantly perfecting the HSM Renewal Pipeline. -Ensured minimum customer impact with repair orders by resolving, researching and preventing existing contract discrepancies flagged down by the NA RMA Team. -Tracking renewals leads coming through the NA RMA team in order to bring additional revenue for the team.-Validated quotations and partners contacts and worked together with partners/RSM on resolving roadblocks in the renewal’s path. -Working in SAP ERP, BP1, CRM, SFDC on a daily basis as part of the administrative tasks.-Interact with distributors, partners, resellers, end customers in order to create business continuity.-Co-Founder at Funnywell – Social Committee for Honeywell SPS, which aims to encourage collaboration among teams and colleagues, while organizing various events to increase employee engagement. Show less

  • Customer Experience Manager

    Jan 2022 - now

  • Sr. Customer Experience Supervisor

    Nov 2018 - Dec 2021

  • Contract Renewals Supervisor, NA Service

    Jan 2016 - Nov 2018

  • Contract Renewals Representative

    Nov 2014 - Dec 2015