Diana Urian

Experience

• 

  Internet Marketing Online Timisoara

  Nov 2009 - Jun 2011

  Public Relations Specialist
• 

  Toluna Corporate

  Jul 2011 - Sept 2012

  Project Manager
• 

  Serco

  Oct 2012 - Feb 2015

  • easyJet French Escalation Specialist

    Sept 2013 - Feb 2015

  • Travel agent with French

    Oct 2012 - Aug 2013
• 

  Cisco

  Mar 2015 - May 2015

  Junior Virtual Area Academy Manager
• 

  Serco

  Sept 2015 - Mar 2016

  Working on knowledge transfer and best practices from Serco to Webhelp during the transition period. Supporting, coaching and developing agents during their training. Assisting the on-site trainer with the queries and providing appropriate answers. Using SME knowledge to highlight potential improvements to the training material. Supporting and coaching agents during their Grad Bay period and helping them to deliver on performance metrics. Monitoring the quality of the agents’ emails and offering the appropriate guidance in order for them to be successful in their new roles Show less

  • easyJet Subject Matter Expert

    Jun 2015 - Mar 2016

  • easyJet Training Support

    Sept 2015 - Nov 2015
• 

  Webhelp

  Oct 2015 - Oct 2015

  EasyJet Training Delivery and Support

  Responsible for delivering the training for the new European Compensation claims team in Bucharest. Coaching the agents and making sure that the appropriate procedures are applied. Supporting the agents through the Grad Bay period and helping them to deliver as per the expectations. Developing a training plan for the team.

• 

  Uber

  Apr 2016 - now

  Being the liaison between the team and the country operations team, as well as providing the team all the information and updates available in order to assist them to achieve operational excellence.Being responsible for the queue management, by managing resources and priorities in such a way that SLA’s are met.Being responsible for administrative tasks and being the point of contact between Workforce Management and the team, while making sure that shift and holiday planning is done according to both business needs and team personal needs.Quality management - provide valuable and effective feedback not only to the team, but also to the quality team in order to improve the quality of our services, as well as the quality of the interactions between the QA specialist and the team.Work closely with the country operations team on common priorities and goals, by providing clear and structured feedback collected from the team’s interaction with customers. Show less

  • Sr. Community Operations Manager, Global Fix Experience

    Apr 2024 - now

  • Vendor Operations Manager - Short Term Assignment

    Sept 2023 - Mar 2024

  • Community Operations Manager

    Apr 2020 - Aug 2023

  • Senior Team Lead

    Nov 2018 - Mar 2020

  • Team Lead

    Oct 2016 - Oct 2018

  • Community Support Representative with French

    Apr 2016 - Sept 2016