Tapoi Daniela

Experience

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  Hewlett-Packard

  Jan 2013 - Aug 2013

  EMEA CRM Siebel and Forecasting Tools Administrator (GA/ESSN/TS)

  As a CRM Business Support Specialist I have the following tasks/assignments:• Act as the front-end focal point for EMEA HP customers inquiries via web (TechDirect), email or telephone• Provide support for Siebel and interfaces (PRM, Eclipse, CID) in the agreed SLA.• Provide access and support for forecasting tools in the agreed SLA.• Provide immediate solutions to customers issues on the very first contact whenever possible• Proactively escalate any issue identified in the supported tools.• Own responsibility of analyzing, understanding, interpreting the customer’s support requests.• Create support documentation and maintain with updated information.• Act as an interface between IT support and end-users• Perform additional process operational tasks within agreed timelines/deadlines• Support EMEA SPS projects and bring his/her own contribution to them• Show active interest in learning, in order to provide the highest quality support to our customers• Incorporate a broad knowledge base and high level of communication skills to ensure customer satisfaction• Incorporate the personal experience and knowledge to improve the general support process used in day-to-day activities Show less

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  Hewlett Packard GeBOC/APT Resources

  Mar 2013 - Feb 2016

  As a Reporting Analyst, I need to support the business by providing and analyzing business information for WW initiatives as well as for countries/sub-regions. The output of the work consists of reports which synthesize business information concerning the activities within the Sales Operations Organization.The main responsibilities can be identified in the following tasks/assignments:• Manage customer routine to moderately complex reporting requests, ensuring data is retrieved and processed within the agreed timelines• Perform data quality checks to ensure that the generated output is of high quality, containing correct and complete data• Support Process Owners in the constant enhancement of ongoing projects by providing strong and successful implementation of the changes that need to be applied• Formulate ideas, contributing to process improvements and report optimization and standardization• Transfer standardized reports to the off-shore team• Create and maintain documentation for all reports owned• Provide training or fulfill tasks related to internal and customer communication Show less During the last year spent in this position, I have achieved great professional skills, acknowledged by my management in my 6 months evaluation. As a proactive employee, I involved in some additional projects/tasks: metrics measurement for the Salesforce.com Admin team, Subject Matter Expert on User Management and monthly Data Quality actions on users.As a CRM Business Support Specialist I have the following tasks/assignments:• Act as the front-end focal point for EMEA HP customers inquiries via web/Salesforce.com, email or telephone• Provide support for Salesforce.com in the agreed SLA• Provide immediate solutions to customers issues on the very first contact whenever possible• Proactively escalate any issue identified in the supported tools• Own responsibility of analyzing, understanding, interpreting the customer’s support requests• Create support documentation and maintain with updated information• Act as an interface between IT/Advance Admin support and end-users• Test new Salesforce.com releases• Support EMEA SPS projects and bring my own contribution to them• Incorporate the personal experience and knowledge to improve the general support process used in day-to-day activities• Actively search for new solutions to improve the day-to-day activity Show less

  • Reporting Analyst

    Sept 2014 - Feb 2016

  • CRM Business Support Specialist - Salesforce.com Admin

    Mar 2013 - Aug 2014
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  Hewlett Packard Enterprise

  Mar 2016 - now

  Project Manager

  As a Project Manager, I need to manage the collaboration with business stakeholders to gather the business requirements, and understand the business/ customer impact. I am also responsible to communicate decisions and plans, project status, issues and workarounds, in order to achieve the project goals with my team and the relevant areas business stakeholders, functions, or regions.The main responsibilities which impact the key result areas are:• Work on complex problems /projects where analysis of situations or data requires an in-depth evaluation of multiple project and process success factors• Exercise independent judgment to determine the best method for accomplishing work and achieving objectives Support Process Owners in the constant enhancement of ongoing projects by providing strong and successful implementation of the changes that need to be applied• Lead and provide expertise to functional project teams • Develop a framework to investigate how current reports will be impacted by process and source data changes• Providing summaries and documentation on investigation outcomes and present to the wider project community• Analyze and document process changes under content guidance of our Portfolio leads Show less