Ioana Phanzu

Experience

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  CGS (Computer Generated Solutions)

  Feb 2014 - Feb 2015

  Customer Service Representative

  - Responding to technical and billing queries for customers of a Canadian Telecom company.

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  TELUS International

  Feb 2015 - Dec 2015

  Customer Service Representative

  - Responding to technical and billing queries for customers of a Canadian Telecom company. - Adhering to required performance indicators, having a median AHT and high VOC.

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  Genpact

  Dec 2015 - Jan 2023

  - Creating and overseeing the delivery of digital transformation roadmap for 7 major life science and pharma customers.- Leading a highly productive team of transformation leads, driving excellent results. - Finding process gaps and standardization opportunities within the order to cash processes.- Decreasing cost to serve, DSO and Cash Conversion Cycle through analytics solutions implementation (ML,AI POCs). - Senior stakeholders management, creating governance models and driving policy changes. - Ensuring our customers are in top quartile compared with peers from metrics and cost to serve perspective. Show less - Delivery of the Transformation Roadmap for a major Pharma client and ensure productivity commitments are being met.- Ensuring Delivery of 15 RPA solutions, design, testing, functionalities, maintenance and weekly stakeholders engagements. - Further processes assessment, leading to over 50 continuous improvement initiatives implemented. - Digital assessment and QPA implementation. - Overachievement of the productivity commitment, managing to find initiatives for a 3 years roadmap hand having an over 30% productivity achieved. Show less - Reporting Redesign Solution and Live Dashboards implementation.- Gained knowledge on full order to cash cycle and implemented communication workflow to improve interdepartmental collaboration. - Analytics on DSO reduction and AR forecasting improvement. - Lead language neutralisation and decoupling the non-language roles from Bucharest delivery center. - Implemented automatic account statement sending plus small process automations that lead to improved results and cost to serve reduction. - Ensured SLA/KPI adherence by implementing various lead to lag metrics (ex: Collections Index, Collectors Scorecard, etc.)- Lead SOP creation project and team Show less

  • O2C Global Process Owner

    Jul 2022 - Jan 2023

  • O2C Global Transformation Lead

    Mar 2021 - Jul 2022

  • O2C Transformation Lead

    Jul 2020 - Mar 2021

  • O2C Subject Matter Expert

    Apr 2017 - Jul 2020

  • Process Trainer

    Jun 2016 - Apr 2017

  • Customer Service Representative

    Dec 2015 - Apr 2017
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  BAT

  Jan 2023 - now

  Process Improvement Manager