Ana Raluca Mustata

Experience

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  Telemobil

  Jun 2007 - Dec 2009

  Data Support Specialist

  Known under the brand Zapp it was one of the first telecommunication companies that developed in Roamnia provind a wide range of telecommunication offers for its customers.Responsibilities: As our primary responsabilty we have to povide optimal solutions for our clients.Provide technical support over the phone for Zapp data users with various software/hardware/connectivity issues;Deal with customer complaints, troubleshoots and provides recommended solutions to clients problems in due time and in a professional manner;Communicate customer feedback regarding product usability to the involveddepartments;Maintain a high degree of knowledge about company services, prices, invoices,technical and other relevant information in order to be able to professionally handlecustomer inquiries;Providing after -sales support for customer with ZTE , Anydata, Qualcomm modems.Training new employees with the company procedures and technical knowledge aboutthe company products Show less

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  COSMOTE Mobile Telecommunications S.A.

  Dec 2009 - Oct 2014

  Data Support Specialist

  As our primary responsabilty we have to povide optimal solutions for our clients.Provide technical support over the phone for Zapp data users with various software/hardware/connectivity issues;Deal with customer complaints, troubleshoots and provides recommended solutions to clients problems in due time and in a professional manner;Communicate customer feedback regarding product usability to the involveddepartments;Maintain a high degree of knowledge about company services, prices, invoices,technical and other relevant information in order to be able to professionally handle customer inquiries;Pre Sales & After Sales Support Show less

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  Telekom Romania

  Oct 2014 - Feb 2017

  Shift Manager - Technical Contact Centers

  • Lead the team to adhere the department’s Vision and Mission by providing strategic and tactical direction to team members; • Facilitate the development of solutions by refining supporting policies/procedures • Foster a culture based on entrepreneurial thinking, performance and diversity. • Implement performance metrics including measuring, reporting and acting upon process performance results. • Ensure service provided meets requirements of KPIs/SLAs, including agreed parameters around quality, cost, availability/reliability • Ensure services and associated service requirements are understood and communicated within the team • Develop strategies relating to processes, documentation and service improvement as needed to ensure gaps are addressed and continuous improvements are in place within the team. • Develop and implement improvement plans pertaining to customer satisfaction • Ensure team members understand and adhere to policies and standards and implement them into daily operational working routines and service delivery. • Develop a simple, measurable, achievable and realistic target and KPIs for all team members. Evaluate staff performance on a quarterly basis and provide constructive feedback for staff improvement. • Identify and define staffs' training and skills development requirements • Develop career development plans for staff and ensure that plans are timely carried out. • Ensure optimal level of workforce to meet operational /service delivery. • Responsible for addressing all disciplinary issues within the team • Responsible for handling people management issues impacting team operation Communicate all policies, expectations and requirements for the team and gather all feedback from team members • Actively participate in the team leaders meetings and ad-hoc meeting • Conduct regular 1 to 1 and team meeting to discuss issues and share information Show less

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  Competence Call Center

  Jun 2017 - May 2018

  Customer Care Team Lead

  •Lead the team to adhere the department’s Vision and Mission by providing strategic and tactical direction to team members;• Facilitate the development of solutions by refining supporting policies/procedures• Foster a culture based on entrepreneurial thinking, performance and diversity.• Implement performance metrics including measuring, reporting and acting upon process performance results.• Ensure service provided meets requirements of KPIs/SLAs, including agreed parameters around quality, cost, availability/reliability• Ensure services and associated service requirements are understood and communicated within the team• Develop strategies relating to processes, documentation and service improvement as needed to ensure gaps are addressed and continuous improvements are in place within the team.• Develop and implement improvement plans pertaining to customer satisfaction• Ensure team members understand and adhere to policies and standards and implement them into daily operational working routines and service delivery.• Develop a simple, measurable, achievable and realistic target and KPIs for all team members. Evaluate staff performance on a quarterly basis and provide constructive feedback for staff improvement.• Identify and define staffs' training and skills development requirements• Develop career development plans for staff and ensure that plans are timely carried out.• Ensure optimal level of workforce to meet operational /service delivery.• Responsible for addressing all disciplinary issues within the team Show less

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  Sodexo Benefits and Rewards Services

  May 2018 - Oct 2019

  Customer Service Team Lead

  • Managed and coordinated the SME B2B Team • Managed high workload with consistent record of achieving deadlines and production targets• Managed Agile processes on busines and Customer Service imprevement procedures • Developed and implemented various business cases for process development.• Contributed to interviewing process and recruiting process• Contributed to developing and implementing Career Path and development plans • Evaluated performance and policies against metrics;• Developed and improved KPI's reporting and metrics monitoring• Helped set and manage objectives for quality, productivity , schedule adherence, work efficiency• Produced detailed reports outlining performance and points of improvement• Monitored and improved KPI's agreed such as Service Level (85% in 30 seconds), Handling Rate (95%), AHT (~5 min), Call Quality (85%), FCR (80%), Customer Satisfaction (85%) with proven results Show less

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  Valoris

  Nov 2019 - Dec 2020

  Project Manager - Glovo

  • Managed fast developing Teams up to 150 FTE on both Romanian and Italian Market in a dynamic enviroment• Managed high workload with consistent record of achieving deadlines and production targets• Monitored and reduced business costs• Managed Agile processes on busines and Customer Service imprevement procedures• Contributed to interviewing process and recruiting process• Evaluated performance and policies against metrics; • Developed and improved KPI's reporting and metrics monitoring• Assisted various departments with change by communicating new improvement plans and expectations• Helped set and manage objectives for quality, productivity , schedule adherence, work efficiency • Created and guided the team leader team to comply with business efficiency • Produced detailed reports outlining performance and points of improvement• Monitored and improved KPI's agreed such as Service Level (85% in 30 seconds), Handling Rate (95%), AHT (~5 min), Call Quality (85%), FCR (80%), Customer Satisfaction (85%) with proven results in the past year Show less

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  HP

  Dec 2020 - now

  • Change Management Manager

    Apr 2024 - now

  • BI Data Quality and Reporting Project Manager

    Dec 2020 - Apr 2024