Alina Constantinov

Experience

• 

  Yardi

  Oct 2018 - Jun 2019

  Customer Service Representative

  - obtained skills and knowledge in: utility billing, house renting, website troubleshooting- managed large amounts of incoming calls and achieved high scores for effective communication- handled complaints, provided appropriate solutions, followed up to ensure resolution

• 

  HP

  Nov 2019 - now

  - Providing advanced knowledge of processes and procedures for solving complex business cases, acting as the main point of technical expertise- Coaching and supporting the team to resolve in time the cases that impact its key performance indicators- Representing the team in various external meetings/forums- Ensuring compliance with internal policies and procedures as well as audit requirements and their application in all situations- Responsible for the management of all priority/escalation cases, supporting the Customer Operations Specialists, ensuring there is an appropriate solution in due time- Managing process gaps as well as their quantification in relation to management- Managing the assigned portfolio of clients and dealing with specific activities as a Client Operations Specialist in accordance with the mentioned job description- SNI (Shipped Not Invoiced) SME- SOTAT & Frictionless SME- Participated in HP programs such as ADP (Accelerated Development Program), Bright Bulb (Design Thinking) Show less - pioneered biggest ERP transition (SAP Fusion to S4 Hanna) for Russia (RUDI & RLB) and CIS and Balkans- delivered exceptional customer engagement and operational service level for top RU distributors- helped partners & business to execute properly critical orders overcoming complex challenges such as shortages and logistics congestions- stabilized operational issues impacting top RU distributors, decreasing operational escalations- close backlog monitoring on both Order Management & Physical Claims' side- pioneered eInvoicing, helped with the coordination and creation of new processes- VIA (Voice Insight Action) ambassador, meant for employee engagement and satisfaction (deployed action plans, events, workshops etc.)- TPOE coordinator & ISE lead in this area, thoroughly analyzing partner's responses to company's survey and creating action plans to improve any potential area Show less - Coordination of E2E processes in Order Management and Physical Claims- Backlog monitorization and operational accountability- Partner support and assistance - Coaching and training external and internal stakeholders for specific Order Management & Physical Claims processes and activities- Escalation ownership as per operating model (first point of escalation for both internal and external stakeholders)- Participated in CIS Logistics routes optimization for West CIS trucking projects (live 19th Sep’20)- SAP Fusion to S4 deployment pioneer: acting as a team pillar in the biggest ERP transition for HP inc. Show less

  • Team Lead | SC Global T1 CEE

    Jun 2022 - now

  • Customer Operations Specialist | SC Global T1 CEE

    Jul 2022 - May 2023

  • Channel Operations Specialist | Russia

    Apr 2021 - Jul 2022

  • Channel Operations Specialist | CIS & Balkans

    Nov 2019 - Apr 2021