Ana Maria Efta

Experience

• 

  Telemobil

  Apr 2007 - Jun 2009

  Major Account Specialist

  • Elaborating offers and negotiating contracts with the corporate clients of the company-the top clients of the company. • Processing customers complaints and cancellation requests. • Advising clients in choosing the appropriate services. • Proactive actions in order to uphold a high and competitive level of the services offered.

• 

  Ericsson

  Jun 2009 - Feb 2022

  Achievements: managing over 100 headcount from multiple departments, making sure the delivery is stable while running in parallel of an aggressive Automation project for Front office activities with target to terminate over 60% of the resources for cost efficiency reasons.• Responsible for WLA/SLA handshake with internal customer.• Securing quality and cost of the services delivered by the Service Delivery Unit are in accordance to the expected levels agreed through WLA (contract). • Focus on operational and financial performance.• Ensure optimal team dimensioning with respect to the scope of delivery.• Responsible for Contract Transformation & Handover.• Responsible for overall performance, KPI’s & Quality escalations. Show less Achievements: managing a multi-customer and multi-activity team (providing services for one of the biggest optical fiber carriers in the world - Telia Carrier, among other large network operators) while ensuring over 95% KPI achievement and under 5% attrition in entry level teams. • Managing a team of ~35 headcount. • Responsible for KPI performance, People management, Performance Management, financial compliance. • Ensure that resources are properly utilized and accounted for. • Recruitment, Hiring and Termination related activities. • Ensure successful on boarding of new employees. • Check progress against targets, reporting as necessary and taking action to resolve deviations and seek continuous improvement. Activities performed by the team:- Ticket handling and Dispatch activities for more than 1000 sites (POP and Repeaters) in 30 countries, covering 8 time zones.- Reporting activities (KPI report & Analysis, Invoice Report and Invoice Base for the tickets performed in the previous months.- Logistics activities: mixed solution of owning and using spare parts and dispatching/coordinate the shipments to sites.- Floor plans updates and creation from scratch in AutoCAD. Show less

  • Service Delivery Manager

    Jul 2020 - Feb 2022

  • Process Specialist

    Oct 2019 - Jul 2020

  • Team Leader Service Desk

    Jul 2014 - Oct 2019

  • Senior Technician

    Jun 2009 - Jul 2014