Mirabela VLAD

Experience

• 

  UPC Romania S.R.L.

  Dec 2006 - Jun 2008

  • Performed retention activities of clients who wish to cancel the contract with UPC Romania and record the reasons for their dissatisfaction• Received, recorded and resolved all written complaints by calling or meeting with the client; responding in written to him / her, if necessary• Maintained a constant contact with all departments to find the optimal solution/alternative to solve the customer's problem• Provided excellent customer service through prevention programs by calling certain customer segments Show less

  • Call Center Team Leader

    Feb 2008 - Jun 2008

  • Customer Retention Specialist

    Aug 2007 - Feb 2008

  • Customer Relationship Advisor

    Dec 2006 - Aug 2007
• 

  Verida Credit IFN S.A.

  Jun 2008 - Aug 2010

  Customer Service Team Leader

  • Actively identified customer perceptions and expectations; developed solutions to improve their satisfaction level• Developed communication strategies and established customer service performance indicators• Created and presented in induction programs different materials related to CS activity• Developed from scratch the customer service department in a start-up company

• 

  BCR Leasing IFN S.A.

  Jan 2011 - Jun 2020

  Customer Service Team Lead

  • Define, optimize and redesign the department’s processes and procedures where necessary or created new ones• Created and implemented customer support strategies and loyalty and retention programs• Administrating the available technological infrastructure and developing new facilities (IVR, Call Recording, Self Service Client) so that the customers will enjoy a maximum of benefits• Coordinate the entire customer service team and activity

• 

  MOL Romania

  Sept 2020 - Dec 2022

  • Coordinates the activities within the department, optimizing the available resources and activities to support the efficiency of the team• Initiates proposals to review processes within the department and develops proposals to increase the efficiency • Provides support for IT developments related to the projects that are developed within the department and acts as a focal point between the Business and IT, ensuring the appropriate cooperation and communication on the tasks to be implemented • Makes sure that procedures and double checks are put in place in order to comply with the applicable regulations• Contributes actively to improve customer experience by collecting feedback from customers, understanding specific needs and establishing concrete actions to meet the annual goal Show less • Coordinates process improvement activities, contributing to efficiency and improvement of operations • Develops projects to improve processes and customer experience • Creates project’s objectives and develops the project’s plan• Gets involved in the projects developed within the department by extracting relevant data and proposing solutions • Develops analyses in order to optimize business operations• Provides advice and feedback to all teams in the Department as well as other Departments to improve their performance and processes Show less

  • Orders & Contract Management Coordinator

    Sept 2021 - Dec 2022

  • Process Improvement Specialist

    Sept 2020 - Aug 2021
• 

  ADP

  Jan 2023 - now

  • Develops, produces and manages a master implementation schedule/project plan to ensure timely achievements of all deliverables• Organizes and leads meetings with key stakeholders as needed to review project status and discuss issues, risk, resolutions, possible mitigation plan and workaround as needed• Coordinates and acts as an escalation point for all involved parties during the length of the implementation, leading cross functional project teams which include implementation team members (Implementation Consultants), technical resources and partners• Reports to client and internal stakeholders Show less • Manages the international implementation process, working closely with global partners to ensure the deliverability of the project on the Go-Live date• Serves as a single point of contact for client inquiries, change requests, invoicing, and fulfilment regarding client-impacting issues throughout implementation• Organizes and leads meetings with key stakeholders as needed to review project status, discuss, and review issues• Develops project plans, milestones, and timelines to baseline tasks required for projects• Provides action plans and issue resolution, as appropriate• Responsible for tracking projects and managing project communication activities Show less

  • Senior Implementation Project Manager Global Payroll

    Nov 2024 - now

  • Implementation Project Manager Global Payroll

    Jan 2023 - Oct 2024