Experience

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  Vodafone

  Dec 2006 - May 2008

  • Reactive Retention Specialist – Business Market

    Oct 2007 - May 2008

  • Customer Service Representative

    Dec 2006 - Oct 2007
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  Vodafone

  Aug 2008 - Nov 2009

  Team leader reactive retention - business market

  *Performance Team Management*Business customer’s cross-functional projects execution*Operational activities: improve procedures and processes in order to deliver great customer experienceRepresented Retention Department in Unified Front End Project with the objective of simplify the business and consumer retention processes.Main responsibilities in UFE project:• Map Customer Operations account management and retention flows• Deliver Business Cases in order to prove financial impact and customer’s experience• Design requests in order to increase efficiency Show less

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  Vodafone romania

  Jan 2009 - Sept 2017

  *Responsible for the NPS of consumer postpaid customers, for the experience provided to customers through products, services, processes in all touch points throughout customer life-cycle*Design new cross channel experiences for consumer postpaid customers, from pain points and moments of truth identification, idea generation until implementation: Roaming Customer Journey, Handset Repair Customer Journey for FY 16/17.*Define the ideal customer journey by focusing on innovation and customer centric approach. *Customer journey design for all new products, services and specific campaigns & 1-2-1 marketing communication Show less

  • Service Designer Customer Experience

    Jun 2015 - Sept 2017

  • Consultant Customer Experience Transformation

    Aug 2013 - Jun 2015

  • Project Manager Programs and Processes Lead

    Apr 2012 - Aug 2013

  • Project Manager Process Improvements

    Nov 2010 - Apr 2012

  • Team Leader- Major Accounts - Voice

    Jan 2009 - Oct 2010
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  E.on energie

  Sept 2017 - now

  Senior product manager b2c solutions - heating/cooling domain

  *Product Owner for E.ON B2C solutions, responsible for the existing portfolio as well for the new product developments, product lifecyle, including P&L responsibility. *Using Scrum framework to maximize the value delivered with a product, coordinating a cross-functional agile team( PSPO1 - Professional Scrum Product Owner certification)