Madalina Ursu

Experience

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  Rolandia

  Nov 2017 - Jun 2020

  Incoming Specialist

  - Developing complete travel solutions based on the needs of clients;- Developing business relationships both with suppliers and prospective clients, and concluding contracts with collaborators; - Participating at international travel events and exhibitions to promote Romania as a destination and the company products, and identifying potential clients in the target market.

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  Amazon

  Jun 2020 - Sept 2021

  - Subject Matter Expert in processes improving Alexa’s natural language understanding (NLU) leading to enhanced CX quality metrics and positive business impact:- Handle annotation & data investigation requests from multiple stakeholders;- Support Ops managers in staffing and scheduling;- Track and report ops metrics and ensure delivery on all KPIs and SLAs agreed with stakeholders;- Training and coaching the new team members. - Ensuring that the imported products comply with the safety/legal requirements and quality standards are met;- Performing classification tasks and ML processes in order to label products on their potential hazardous risk; - Solving ad-hoc requests in accordance with SOPs and integrating updates received from stakeholders on the process.

  • Senior ML Data Associate

    Apr 2021 - Sept 2021

  • Senior Compliance Associate

    Jun 2020 - Apr 2021
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  HP

  Sept 2021 - May 2022

  Operations Specialist

  - First point of contact for on going customer accounts; - Ensures the order management process meets the SLA agreed with the client; - Resolves supply chain operations issues that may arise from the end-to-end sales process; - Provides backlog analysis and summary report to account team and client;- Engages in cross-departmental collaboration (with order mangement team, sales team, logistics) to resolve issues related to operations and customer support.

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  EDIS

  May 2022 - Dec 2023

  -Designing, coordinating and managing the business support team; -Prioritize the growth and development of the team members by being involved in the hiring and oboarding process, providing training, ongoing coaching, feedback and fostering a collaborative environment;-Spearheaded the adoption of the Agile Kanban methodology within the project team to enhance workflow transparency and efficiency;-Use performance metrics and data-driven insights to drive actionable items;-Major stakeholder in setting-up the Salesforce Service Cloud CRM tool;-Responsible for process improvement and optimization by identifying areas of enhancement and implementing effective strategies to drive efficiency and productivity; -Ensure quality control measures, conduct regular audits and maintain regulatory compliance to uphold service; -Provide feedback analysis in assessing rentability metrics related to product automation outcomes. Show less - Support the overall business and end-to-end operations; - Oversee the day-to-day back-office operations, including document management, data entry, record keeping, and ensuring compliance with client internal policies and industry regulations;- Maintain accurate and up-to-date records to facilitate smooth workflows and audits; - Engaging with cross-functional teams, providing guidance, training and support; - Provide input for process improvement strategies; - Provide problem-solving and decision-making solutions to ensure high level of service delivery. Show less

  • BPO Team Lead

    Aug 2022 - Dec 2023

  • Business Support Specialist

    May 2022 - Aug 2022
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  Daimler Truck & Bus Romania

  Jan 2024 - now

  IT Transformation Coordinator

  Support the coordination of IT transformation projects; Analyze and understand the impact of new proposal, projects and initatives;Act as IT subject matter expert by developing a throught understanding of IT landscape and supporting business area;Support the IT and business unit with technical related matters workshop and documentation review, provide the necessary related IT subject matters Support on the allignment of system to business strategy, collaborating with stakeholders and identifying areas of improvement;Develop and implement change management;Coordinates and manages across all phases of application / project lifecycle;Implementation of support, especially during rollout phase. Show less