Eliza Matei

Experience

• 

  Daedalus Group

  Jan 2005 - Aug 2006

  Marketing Analyst

  Modeling and analyzing surveys data requested by clients in order to prepare official reports.

• 

  QCNS

  Aug 2006 - Oct 2007

  IT Business Analyst

  Analyzing and improving the applications inside the company. Working with the IT programmers and the other departments inside the company (production, call center, accountancy) to understand business requirements and translate it to functional specifications.

• 

  Ericsson

  Oct 2007 - Nov 2024

  Process Owner: - Evaluate and Assess contract deliveries to design required processes as per international standards to support end to end business (alignment to Tools, People and Methodology). Support during covering readiness, pre-sales, transition, transformation, and operations phases for MS IT, IOT and Network areas.- Define process gaps, process KPIs, metrics, roles, responsibilities and interfaces.- Drive Projects with Subject Matter Experts from Operations Departments, Management or customer representatives to understand requirements and scope in defining efficiently the processes and support lifecycle of the delivery. - Prepare comprehensive process documentation, including process flows, descriptions, work instructions, RACIs, Escalation Process, Gaps, and Recommendation Reports. - Assess customer requirements and tools (such as ITSM, Remedy) with business requirements and process guidelines, engagement in Tools Customization/ Deployment Projects - Conduct process audits, establish improvement plans where necessary, and analyze process performance indicators to identify trends and generate improvement ideas.- Prepare WLA (Working Level Agreement) and OLA (Operational Level Agreement between teams, 3PPs, customer groups)Regional Process Lead Europe: - Single Point of Contact and responsible for end to end process needs for deliveries located in Europe- Quotation and New Requests Responsible: prepare process Implementation quotation in terms of cost, time plan, objectives and scope Afișează mai puține Pre Sales responsible for WFM System:- Provide the quotation - WFM high level cost and technical solution for new requests- Develop technical presentations, business case proposals, perform customer workshop/ presentationsWFM Technical Project manager:- Follow Internal Project Management methodology and document accordingly (Pre Study, Feasibility, Project Specification)- Coordinates local team activities with Global/ Region- Secure all resources (local, global) and monitor the project budgetWFM Implementation Expert:- Understand Customer requirements and translate them to the right technical solution. Translate business requirements into functional specification.- Configuration and implementation of WFM system according to Customer requirements and Ericsson strategy. Afișează mai puține

  • ITIL Process Specialist (ITIL Foundation v3, ITIL SO)

    Oct 2012 - Nov 2024

  • Solution Architect

    Oct 2007 - Nov 2012
• 

  ING

  Nov 2024 - now

  Senior Process Manager