Experience

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  Freelance translator/interpreter

  Sept 2002 - Apr 2006

  Sworn translator / interpreter - romanian, english, italian

  ▪️ Translating official and nonofficial documents, articles and various written materials to and from Romanian, English and Italian.▪️ As an interpreter, I facilitated real-time translations during spoken conversations, meetings, conferences, and other events.🎯 Domains of Activity:▪️Legal Translation: contracts, court documents, and legal correspondence.▪️Medical Translation: medical records, patient information, pharmaceutical documents, and research papers in the healthcare sector.▪️Technical Translation: technical manuals, engineering documents, and specifications in industries such as IT, engineering, and manufacturing.▪️Business Translation: business documents, financial reports, marketing materials, and corporate communications.▪️Financial Translation: financial statements, investment reports, and other financial documents.▪️Website Translation: adapting website content, including text and multimedia elements, to different languages to reach a global audience.▪️Marketing Translation: marketing materials, advertising campaigns, and promotional content to effectively target diverse audiences.▪️Educational Translation: educational materials, textbooks, and academic papers in various subjects.▪️Government and Diplomatic Translation: diplomatic documents, government communications, and international agreements.▪️Travel and Tourism Translation: materials related to travel, tourism, and hospitality, such as brochures, guides, and websites.▪️Human Resources Translation: HR documents, training materials, and employee communications. Afișează mai puține

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  Teleperformance

  Apr 2006 - Jan 2011

  Manage and lead a multilingual team of over 20 quality assurance analysts that monitor and evaluate call center performance of >500 customer service representatives (CSRs) to ensure Apple quality standards are met🎯Achievements:▪️ Implementation of QA Standards: Established and maintained comprehensive quality assurance standards. We received the COPC certification and top of Apple Support Call Centres for QA standards.▪️Improved Employee Engagement: Implemented initiatives to boost employee engagement by addressing concerns identified through quality monitoring and feedback sessions. Engagement survey scores increased by 5% after setting up the QA team▪️Cost Savings: Identified and implemented efficient training topics that supported agents to increase their technical knowledge and lower AHT while maintaining or improving the quality of customer interactions - AHT lower by 1 minute and Customer Satisfaction higher by 2% in the first quarter Afișează mai puține Provide advanced over the phone technical support to customers who are experiencing complex or challenging issues with their Mac computers, diagnose and troubleshoot problems, provide solutions, and offer guidance on how to prevent future issues.🎯 Achievements:▪️Customer satisfaction: >80% constantly▪️Recognition for outstanding support: received multiple certificates for customer satisfaction and >90% first contact resolution▪️Mentoring and training: became a mentor and Apple Certified Trainer Afișează mai puține

  • Apple Customer Support Quality Assurance Supervisor

    Jan 2010 - Jan 2011

  • Apple Customer Support Technician Tier 2

    Apr 2006 - Jan 2010
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  Apple

  Aug 2011 - Aug 2017

  Leadership role responsible for managing a Genius Bar team of >50 technicians covering operational excellence, staffing, KPIs, team development to ensure customer service and technical support.🎯 Achievements (including the job rotations):◾️Top of the UK for >75% of customers at the Genius Bar seen on time ◾️Became a UK mentor for Genius Bar leadership role ◾️Managed every new product launch queue for my time in Cambridge, UK◾️Developed and launched a career growth program based on Lominger competencies model◾️Became a global mentor for opening new Apple retail stores ✅ Responsibilities:◾️ Team Leadership: provide direction, support, coaching and mentorship. ◾️ Reporting and Analysis: generate and analyse reports related to sales performance, customer feedback, and operational metrics. ◾️ Operational Excellence: ensure compliance with Apple's operational standards and procedures. ◾️Sales Management: develop and implement sales strategies to achieve or exceed sales targets. ◾️Product Launches and Promotions: plan and execute product launches and promotional events in coordination with corporate guidelines. During my time as Lead Genius I have been part of various vertical job rotations:◾️ Apple Sales Manager: responsible for overseeing the daily operations of the store, driving sales performance, managing a team of sales associates, and ensuring an exceptional customer experience within an Apple retail store. ◾️ Apple Retail B2B Manager: responsible for building and maintaining relationships with business customers, identifying their needs and providing the solutions that meet their requirements. Responsible for driving sales and achieving targets, working closely with all teams to develop and implement sales strategies◾️ Apple New Retail Store Opening Mentor: travel globally as part of a team of mentors chosen to coordinate new stores openings covering visual merchandise, brand representation, staffing, training, logistics, inventory management Afișează mai puține Diagnose and repair hardware and software issues on Apple products, including Macs, iPhones, iPads, and other devices while ensuring the best customer experience within the Apple Stores.🎯 Achievements:▪️Problem Resolution Time: successfully reducing the average time taken to resolve customer issues, showcasing efficiency and effectiveness by multitasking appointments - 10% more customers seen than the team average▪️Customer Satisfaction Ratings: achieving consistently high customer satisfaction ratings based on customer surveys or feedback - >80% CSAT during this job role▪️Upselling and Cross-selling: successfully promoting additional Apple products or services to customers, contributing to increased sales and customer loyalty - 80% Apple Insurance attachment rate▪️Community Engagement: actively participating in community events or workshops to promote Apple products and enhance the brand's presence. Moreover, constantly introducing new customers to Apple Community Programs thus increasing participation rate. ✅ Responsibilities▪️Technical Support: offer technical support for both software and hardware-related issues, guiding customers through solutions or recommending actions such as: software updates, data migration, product repair, new product purchase, training▪️Customer Feedback: collect and relay customer feedback to improve products and services, and provide insights for continuous improvement.▪️Team Collaboration: collaborate with other team members, including sales, business and training specialists, to provide comprehensive support and solutions to customers.▪️ Community Events: participate in community events or Apple-related promotions to engage with customers and promote the brand, conduct training sessions or workshops to enhance customers' understanding of Apple products and features. Afișează mai puține Keep Apple customers informed about their product's repair status and assist with other customer service issues that may arise during the process. Provide insightful advice and hands-on technical support to customers throughout the different stages of the repair process.🎯 Achievements:▪️ Recognition for Outstanding Service: Increased Same Day repairs with >25% in the first month of employment and grew to maintaining it around 70% for the year▪️Customer Education Initiatives: developed initiatives to educate customers about the services offered at the Genius Bar, leading to increased awareness and utilization of available resources. decreased the number of customer escalations over the phone and increased the number of appointments booked by the customers online▪️Effective Cross-Functional Collaboration: collaborated with other teams within Apple to enhance overall service quality and resolve customer issues. Increased same day repairs and facilitated appointments for customers in different locations throughout the UK as they needed✅ Responsibilities:▪️Scheduling and Coordination: managing the schedule of the Genius Bar (Apple Retail Technical Support Team), including appointments for technical support, repairs, and consultations.▪️Communication Liaison: serving as a liaison between customers and the technical support team, ensuring clear communication and understanding of customer issues and resolutions.▪️Inventory Management: tracking and managing inventory of replacement parts and devices, ensuring that the Genius Bar is well-stocked for service appointments.▪️Administrative Support: handling administrative tasks such as data entry, maintaining customer records, and managing paperwork related to repairs and service requests.▪️Training Support: providing administrative support for training programs within the Genius Bar, ensuring that staff members are well-informed about new products and services. Afișează mai puține

  • Genius Team Lead (Apple Technical Specialist Team Leader)

    Sept 2013 - Aug 2017

  • Genius Specialist (Apple Technical Specialist)

    Dec 2012 - Aug 2013

  • Genius Admin (Apple Operations Administrator)

    Aug 2011 - Dec 2012
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  Uipath

  Jan 2018 - Jan 2023

  Implemented the product telemetry schema while building and leading a team of BI analysts and developers to generate product usage reporting.🎯 Achievements:▪️ Improved Product Performance - Implemented data-driven strategies that resulted in measurable improvements in key product metrics. Increased MAU by 30% ▪️ Optimised Funnel Analysis - Used Amplitude to conduct funnel analysis to identify and address bottlenecks in the user journey thus increasing user engagement by 20% in the first month. ▪️ Effective Cross-Functional Collaboration - Defined and facilitated adding telemetry as part of the product release process - 80% products adopted the process after launch ▪️ Data Quality Improvement - Led initiatives to enhance data quality and accuracy, ensuring that product decisions are based on reliable and trustworthy information. Integrated licensing data and telemetry into a unified database.▪️ Team Development and Leadership - Built and led a high-performing agile product analytics team of 8 members. Introduced sprint and capacity planning within the team's ways of working: 3 sprint roadmap planning, 2 weeks long sprints✅ Main Responsibilities: ▪️ Manage the Global Product Analytics team while defining team strategy, ways of working and KPIs▪️ Define and implement product user engagement framework ▪️ Define a product telemetry schema and work with product and engineering teams for implementation▪️ Collaborate with product managers to develop a data-driven product roadmap, aligning feature development with user needs and business objectives. ▪️ Analyse product data and outline roadmap and user engagement opportunities▪️ Recruited and trained the right people for the Global Product Analytics team Afișează mai puține Built and led the UiPath Marketplace Operations and Analytics teams responsible for content strategy, curation, analytics and increasing user engagement. 🎯 Achievements:▪️ Launched the UiPath Marketplace within 3 months▪️ Increased new content by 50% within 6 months after launch▪️ Increased downloads and reviews for marketplace listings by >30% after the first 6 months▪️ Increased team by 100% with 0% attrition rate within the 1st year✅ Responsibilities:▪️ New content generation - work with internal teams, customers & partners and the UiPath Community to constantly update and add new listings ▪️ Content curation - defined and implemented a curation process for all publishing requests, including security and QA testing▪️ Managing customer & partner support and user interviews - ▪️ Generating marketplace listings usage reports▪️ Create and implement user engagement campaigns▪️Hire and train new employees Afișează mai puține

  • Senior Manager, Product Analytics

    Oct 2020 - Jan 2023

  • Marketplace Content & Analytics Lead

    Jan 2018 - Oct 2020
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  Freelance

  Jan 2022 - now

  Certified professional coach
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  Solo

  Jan 2024 - now

  Head of customer experience