Mirabela Pop

Experience

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  Webhelp

  Nov 2011 - Nov 2012

  Customer Support

  Providing complete written and personalized responses following the requests received from clients:information, redirection; assistance; counseling; management of complaints

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  Stefanini

  Nov 2012 - Jan 2014

  IT Technician

  Providing IT support, identifying, analyzing and solving technical issues in an optimal time, according to theprocedures and standards of quality; being focused on achieving my objectives (productivity; quality, closingtickets without escalation)

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  Stefanini Group

  Jan 2014 - now

  Operations Management• Overseeing daily business operations to ensure efficiency and productivity in a remote work environment.• Developing and implementing operational policies, processes, and best practices for remote teams.• Monitoring key performance indicators (KPIs) to assess and improve operational effectiveness.• Coordinating cross-functional teams to streamline workflows and enhance collaboration.IT Service Management & Support• Ensuring the smooth operation of Service Desk and Field Services teams.• Overseeing Incident, Problem, and Change Management to minimize service disruptions.• Managing Knowledge Management to improve documentation, training, and self-service options.• Leading Training and Quality Management initiatives to maintain high service standards.Vendor & Supplier Management (SIAM)• Managing relationships with third-party vendors, ensuring SLAs and contract compliance.• Monitoring vendor performance and conducting regular service reviews.Continual Improvement & Cost Efficiency• Identifying areas for operational improvements and implementing Continual Service Improvement (CSI) strategies.• Developing cost-saving initiatives to enhance budget efficiency while maintaining service quality.• Utilizing analytics and reporting to drive data-driven decision-making.Stakeholder & Customer Relationship Management• Acting as the primary point of contact for escalations, ensuring swift resolution of critical issues.• Building and maintaining strong relationships with customers, stakeholders, and internal teams.Remote Team Leadership & Performance Management• Leading, mentoring, and supporting remote teams, fostering a culture of accountability and engagement.• Implementing performance management frameworks to track and enhance team productivity.• Encouraging collaboration, communication, and innovation within a remote work environment Show less • Ensuring that the global operational teams deliver the agreed services and meet the objectives for the contractual SLAs and KPIs; • Analyzing and reviewing the operational progress, developing, and implementing improvement actions in case of SLA/KPI failure• Overseeing project launch activities;• Collaborating with the Service Manager to properly mitigate any operational changes from the client in order to minimize operational impact and costs at the Service Desk level;• Managing the staffing levels for Operations• Managing, coaching and developing direct reports/Team Leaders as well as other horizontal structures in order to deliver service excellence• Increasing efficiency and profitability by implementing and leading continual service improvement approach within the Service Desk or other teams and the client organization• Managing client escalations and ensuring the implementation of corrective actions• Participating in creating and implementing the Transformational plan together with the Service Manager• Ensuring staff engagement and implementing engagement improvement actions Show less • Taking overall responsibility for all of the account operations management activities• Ensuring the appropriate levels of communication with all stakeholders within the customer organization• Leading the governance model across all services offered by Stefanini towards the client;• Coordinating all Service Towers, including Third Party Service Providers• Governing End to End IT Service Delivery processes across all teams, functions and providers• Managing client’s suppliers from an operational and tactical standpoint on client’s behalf• Leading critical situation resolution• Driving the Transformation program together with the client• Coordinating the Service Management Office team within the account to achieve service excellence on all services provided towards the client;• Ensuring continuous improvement of processes Show less Service Desk Manager Backup: colaborating with the SDM to organize, administrate and supervise people, processes and technologies; making decisions regarding projects timelines; monitoring and controlling the progress of the ongoing projects; ensuring and improving service quality; maintaining the business relationship with the clients; validating project documents; initiating, assigning and tracking corrective actions until a resolution is reached; increasing profitability of the project and managing productivity and efficiencyPeople management: being responsible with team's performance, staff recruitment, motivation anddevelopment; finding key positions and successor for each each position within the team; ensuring staff are fulfilling their tasks and are not overwhelmed; schedule management; holding one to one meetings each day;Project performance: achievement of the contractual SLAs, ensuring a positive evolution of value metrics per project, month to month; documenting actions and improvement plans in place for failed SLAs (analyzing previous day's results, finding the root cause for failures and taking corrective measures); telephony and ticket queue management (with focus on long calls, calls waiting, unexpected high volumes and aging tickets),balancing SLA achievement and costs;Client interaction: keeping a good communication with the Vendor Management; weekly meetings scheduled in order to analyze results, points for improvement and changes in procedures Show less

  • Operations Delivery Manager

    May 2023 - now

  • Service Delivery Manager

    Apr 2019 - May 2023

  • Global Service Manager

    Oct 2021 - May 2022

  • Team Leader

    Jan 2014 - Apr 2019