Robert Albastroiu

Experience

• 

  Cumberland Farms

  Jul 2007 - Oct 2007

  Customer Service Associate

  ▪ Assisting Store-Manager▪ Constantly interacting with customers and assisting with their purchase▪ Displaying company products so they appear more enticing for the customers▪ Preparing the daily balance sheet

• 

  OKTAL Computer

  Mar 2008 - Jun 2009

  Data entry and Web Content Admin

  ▪ Managing company's products on the website▪ Creating slide-shows and site banners

• 

  CGS Romania

  Oct 2009 - now

  ▪ Assisting the Operations Director with the recruitment process▪ Measuring and gauging all activities of a group of 13 members working in a billing solutions project for a major wireless provider based in US▪ Ensuring that the established goals are put into action to deliver top customer experience and customers receive first call resolution▪ Conducting Coaching and Skill Builder sessions to help develop better behaviors▪ Keeping a high motivation level for team members and aiding them overcome challenges▪ Conducting team meetings to keep members up to date on process changes▪ Working with the Value Ambassador on incentives programs, so main KPIs are achieved and team members remain motivated▪ KPI data analysis, creating reports and establishing trends▪ Coordinating with the Team Leaders on sensitive deadlines▪ Communicating with the Operations Director to help find better solutions to facilitate team work and drive better results for the main KPIs▪ Implementing standard operating procedures▪ Attending weekly calibration calls with the partner to align on the best coaching strategy. Show less ▪ Assisting the Project Manager with the recruitment process and successful onboarding of the new hires ▪ Coordinating and monitoring the Team Leaders activity▪ Main POC in the communication with the Corporate partners for critical issues▪ Implementing and developing external processes with the partner▪ Ensuring constant follow up so that the SLA is always met▪ Reporting on site billable hours▪ Managing of the communication extensions for several locations in the country ▪ Working closely with the HR department for any staff related requests or potential issues▪ Administrative tasks: salary reporting, accounting for individual productive hours. Show less ▪ Managing a team of 12 members over 5 different queues that have direct contact with business sales representatives and assist them in billing related issues on numerous Corporate accounts▪ Measuring and gauging both individual performance and activities and team end results▪ Drafting weekly performance reviews for team members▪ Ensuring follow ups are being made on pending requests, so that the SLA is always met▪ Delivering on the spot coaching sessions▪ Attending weekly calls with the client and gathering feedback for a successful partnership▪ Keeping a high motivation level for team members▪ Aiding members overcome challenges. Show less ▪ Managing a team of 16 members over 6 different queues that have direct contact with business sales representatives while handling requests for numerous Corporate accounts▪ Measuring and gauging both individual performance and activities and team end results▪ Completing quarterly appraisals for team members▪ Ensuring the correct implementation of process and procedure in the team member’s activity▪ Dividing workload and setting clear responsibilities for critical SLAs▪ Delivering on the spot coaching sessions▪ Managing schedule, shifts and adherence▪ Attending weekly calls with the client and providing feedback to the Business Escalation partners to improve the overall experience. Show less ▪ Measuring and gauging all activities of a group of 18 members working in a dual format department for a major wireless provider based in US▪ Making quarterly appraisals for team members▪ Analyzing and creating reports, establishing trends▪ Communicating with the Project Manager to help find better solutions to facilitate team work and drive better results for the main KPIs▪ Deliver training and coaching for team members▪ Actively and constantly monitoring team members and their calls to ensure that established strategy is put into action and customers receive first call resolution and the site goal is reached▪ Adjusting targets and setting internal incentives so main KPIs are achieved and team members remain motivated▪ Attending weekly and monthly program/calibration calls with the client to optimize processes, procedures and drive results▪ Keeping a high motivation level for team members▪ Aiding members overcome challenges. Show less ▪ Analyzing and creating reports, establishing trends▪ Measuring and gauging all call activities for all project's employees▪ Helping customer care representatives use the most effective and efficient means for handling calls without sacrificing customer experience, while achieving the proposed goals▪ Monitoring calls and delivering appropriate coaching▪ Establishing weekly/monthly trends and finding solutions to deliver best possible customer service▪ Attending bimonthly calibration calls with the client to analyze call behaviors▪ Organizing focus groups with project members so best practices can be shared. Show less

  • Operations Manager

    Nov 2022 - now

  • Project Manager

    Sept 2021 - Nov 2022

  • Senior Team Lead - Billing Solutions

    Nov 2020 - Sept 2021

  • Senior Team Lead - Business Care

    Jan 2019 - Nov 2020

  • Team Lead - Business Advocate Team & Business Care Management

    Jun 2017 - Dec 2018

  • Team Leader - Business Care Management

    Apr 2016 - Jun 2017

  • Team Lead - Sales Support and Fraud Prevention

    Dec 2012 - Apr 2016

  • Quality Assurance Specialist

    Jan 2011 - Dec 2012

  • Senior Agent Sales Support

    Oct 2009 - Jan 2011