Roxana COTRUTA

Experience

• 

  Ethniki Asfalistiki

  Nov 2009 - Nov 2010

  Insurance Advisor

   Contacting the customer and specifying their needs regarding insurances - Investments, Health & General Insurances (Fire, Theft, Liability). Excellent communication skills Adjusting to new environments and giving a special attention to details

• 

  E-Travel SA

  Feb 2012 - Dec 2016

   BSP (International system designed to facilitate and simplify the selling, reporting and remitting procedures of IATA Accredited Passenger Sales Agents)  Managing the receipt of ADMs (Agency Debit Memos) and ACMs (Agency Credit Memos), analyze their validity and liaise with airlines as and when necessary.  Reconciliation between BSP and CRM built in-house  Accounting issues  Ret Errors from BSP  Accounting issues  Advanced knowledge of Global Distribution Systems: Amadeus and Sabre  Deal directly with customers either by telephone or electronically  Respond promptly to customer inquiries  Record details of actions taken  Communicate and coordinate with internal departments  Provide feedback on the efficiency of the customer service process

  • Billing Specialist

    May 2013 - Dec 2016

  • CS Senior Agent

    Feb 2012 - May 2013
• 

  Etraveli Group

  Dec 2016 - Jan 2024

   Visionary Collaboration: Shaped product vision with stakeholders, aligning with strategic goals. Strategic Roadmapping: Defined product vision and roadmap, maintaining clear stakeholder communication. Priority Planning: Prioritized development tasks and feature backlogs for maximum value. Detailed Specifications: Developed and communicated comprehensive product specifications. Value Assessment: Assessed value and prioritized work to align with product strategy. Roadblock Mitigation: Identified and mitigated roadblocks for efficient goal achievement. Needs Analysis: Analyzed needs and aligned product roadmap with strategic objectives. Release Leadership: Led product-release planning and set delivery expectations. Collaborative Backlog Management: Maintained product backlog based on business value or ROI. Product Ambassador: Acted as the product ambassador, sharing knowledge and supporting success. Agile Expertise: Stayed updated with agile/scrum best practices for optimal development processes. Show less  Provide inspired leadership for the organization. Make important policy, planning, and strategy decisions. Develop, implement, and review operational policies and procedures. Managing a team with multiple Ethnic & Cultural backgrounds Assist HR with recruiting when necessary. Help promote a company culture that encourages top performance and high morale. Oversee budgeting, reporting, planning, and auditing. Stakeholder in various projects for automation in the process flow. Show less  Managerial RoleProvide daily guidance to a team of back-office agentsCoordinate tasks | Optimise time management | Liaise between other departmentsStakeholder: Identifying automation opportunities, gathered requirements, implement, test and deploy targeted automation solutions using industry-leading RPASME : Write process SPECs in order our RPA Consultant teams to deploy automation projects in an optimal manner Analysis RoleRoot cause analysis and remedies recommendationsQuantification of Operational Risk AnalysisKPIs definition and monitoring | Controlling and Variances Report | Forecasting and Medium-Term PlanningSoftware Systems Checks | Explore Deficiencies and Opportunities Show less

  • Product Owner

    Jan 2023 - Jan 2024

  • Process Assurance and Implementation Executive

    Sept 2022 - Jan 2023

  • Back Office Manager

    Aug 2021 - Oct 2022

  • Process Analyst / Back Office Team Leader / Experience with RPA

    Feb 2019 - Aug 2021

  • Operations / Billing Coordinator Team Leader

    Dec 2016 - Feb 2019
• 

  Vodafone

  Jan 2024 - now

  Lean Portfolio Manager

   Optimize Portfolio Management Portfolio progress Health Metrics Maintenance Maximized Value Delivery Strategic Prioritization Streamlined Budgeting Capacity Planning Risk Management