Raluca Gafiuc

Experience

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  COSMOTE ROMANIAN MOBILE TELECOMMUNICATIONS SA

  Nov 2005 - May 2014

  • Coordinating call center agents and activities;• Manage the unforeseen issues and systems/services malfunctions;• Forecast inbound traffic and elaborate/adjust the agents schedule;• Organize and sustain selection process for the new agents;• Evaluate and offer continuous training, workshops, coaching and feedback sesions for existing and new coming agents;• Create and update procedures;• Preparing daily, weekly and monthly activity reports;• Establish and maintain relations with other internal and outsourcing representatives departments.• Offer support for direct and indirect sales agents;• Report the results obtained correlated to the assumed objectives and create action plans for areas that need improvement;• Prepare all the documentation needed for process automation in order to increase productivity and testing the delivered solution prior to implementation same as new products and services before being launched;• Evaluate the impact and implications of new services and solutions upon the Customer Care activity Show less

  • Consumer Call Center Supervisor

    Mar 2008 - May 2014

  • Administration Team Representative

    Apr 2007 - Mar 2008

  • Call Center Representative

    Nov 2005 - Apr 2007
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  Telekom Romania Mobile

  May 2014 - Jun 2022

  Customer Care Development Project Manager

  • Manage projects from scoping, business requirements definition, feasibility and functional requirements definition over detailed design, business process changes implementation, testing, business training through launch;• Represents the managed applications in business strategy discussions and ensure there is a short-term and long-term strategy for the applications;• Describes and clarifies the business needs and terminology from the Contact Center to the IT Divisions and vice versa for the requirements related to the managed applications;• Represents the department in the relation to external partners;• Evaluates the impact, approve and prioritize and / or directly process requests related to managed applications;• Assure necessary quality, accessibility, performance and efficiency of the applications;• Report the results obtained, correlate them to the assumed objectives and create action plans for areas that need improvement;• Creates instructions and/or supports training sessions related to the applications;• Provides support and all necessary information to end users;• Licenses and users applications management: initiates the clean up process, approves/process the new users requests, approves and requests special rights, initiates and coordinates the licenses acquisition process.• Manages application malfunctions and ensures that the impact of malfunctions on business is minimal Show less

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  Simartis

  Jul 2022 - now

  Product Manager

  • Continuous research and documentation related to new technologies, industry standards relevant to the product area (like ETSI 3GPP, GSMA, TrustAlliance, GlobalPlatform, OMASpecWorks, ISO) • Maintain and prioritize the product backlog• Write product documentation (product description, product presentation, use cases, user guides, training materials) • Contribute and offer support to the Marketing team to create commercial and sales materials, branding and go to market strategy.• Manage Product Demo environment, prepare demo scenarios and perform demo sessions and product presentations to support Pre-sales and Sales activity. • Develop and deliver product training sessions to support implementations to the customers.• Contribution to tenders/RFx compliancy answers and solution documentationAchievements:Successfully launched new product versions with improvent in performance and customer satisfaction Built and maintained strong relationships with key clients, ensuring customer satisfaction and fostering long-term partnerships.Conducted market research and competitor analysis to identify emerging trends for product strategyCollaborated with stakeholders to define product requirements and prioritize features based on customer needsCollaborated with engineering teams to prioritize and resolve technical issues, ensuring timely product delivery.Developed and executed product launch plans, coordinating marketing campaigns and sales enablement activities.Identified and mitigated risks throughout the product development lifecycle, ensuring successful project completion.Led product training sessions for internal teams and external stakeholders, enhancing product knowledge and adoption. Show less