Ema Ariciu

Experience

• 

  Vodafone

  Aug 2007 - Nov 2007

  CUSTOMER RELATIONS OFFICER

  My main responsability was to invoice the phones bought by companies through our sales agents, to communicate with the sales agents, with representatives of finance and accounting department , with representatives of the logistic company that we worked with and with the courrier company.

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  Hewlett Packard Enterprise

  Sept 2009 - Mar 2015

  My role currently implies:-process design and implementation: being the process manager of my team, I am designingthe process for the Deal Registration programs-tool design & testing (Salesforce.com platform): I am involved in the WW CRPs for theDeal Registration capability. I represent EMEA Regional Ops in the WW User AcceptanceTesting for the Deal Registration capability. I am working with the WW team in pre-UATphase to make sure all test scripts are meeting the needs and cover as many scenarios aspossible. I am leading the testers, I need to make sure the capability works as expected andthat each new functionality is beneficial and well integrated within the existing solution-tool implementation (Salesforce.com platform): I am part of the EMEA Deployment teamfor Integrated Quoting. I am the SME for the Deal registration capability, leading theintegration of Deal Registration in EMEA-I have led the transition of a core part of the process to India, coordinating the deploymentplan, training schedule and shadowing-discuss the needs for hiring for my team-reporting and analysis: monthly KPIs - internal and for management-business calls, discussing program terms and conditions, country specifics and country needs-escalation point-having monthly reviews with EMEA country managers and channel sales to discuss progressof the program, goal for next month/quarter, process particularities, escalations-trainings Afișează mai puține - part of HP Channel Sales Support Organization EMEA.Since March 1st 2013 I act as EMEA process coordinator for the Partner for Growth program. I am the escalation point for countries across EMEA and I act as main point of contact for process related issues for my team. Also, I am involved in the process design and in deployment projects for the program.I hold monthly calls with the EMEA country managers and channel sales to discuss the progress of the program for each country, the goals for the next month or quarter, process particularities, escalations.Work with resellers in UK&Ireland on the partner for growth program - identify opportunities for growing their business with HP and approve/reject deals.- Partner for Growth process lead - I update the training material and general process guidelines once any process change is agreed on BU level and I make sure the information is cascaded to my team. I am the team's main point of contact for process related issues. I generate monthly team's metrics (volumes and TAT) and analyse the results.I organize monthly calls with the UK&I country PFG process lead to dicuss the monthly metrics and the team's performance.Help UK&Ireland HP resellers become Preffered Partners - ensure all compliance and business criteria is met, guide the resellers through the onboarding process. Afișează mai puține -I represent the link between the HP sales representatives from UK and Ireland and the back office contract administrators in India;-receive amendments requests on behalf of the corporate customers in UK&Ireland regarding their contracts with HP;-coordinate the back office team in order to have the requests done well, in thegiven turnaround time;-ask the back office to create the contracts, making sure of all the documentation is in order and compliant with Global Trade laws and regulations;-use the specific tools and programmes - SAP, Siebel, Sandy, Saturn, UpfrontRegistration tool;-quality check of all the amendments made by the back office contractadministrators;-investigate all the invoicing disputes raised by the customer;-escalate all the issues that could affect the customer, before the problem appears;-cleaning SAP reports regularly;-take care of reports for the whole team, ask for feed-back and make sure all the queries are answered and the contracts are sent back in UK in the given turnaround time;- in May 2010 I moved to the same position of Customer Engagement Advisor on thePartners team, and I now deal with the biggest HP distributor in UK and Ireland,taking over more responsabilities and helping the team leader with daily tasks;- I have received employee awards (the HP eAward) for customer satisfaction, after my manager received very positive feedback for my performance.- I am currently involved in several projects for process improvement and also in a Rewards&Recognition project for improving satisfaction within HP employees.- I was involved in different projects and organized internal events - I was part of an internal Cultural Diversity Project and I helped organized the "French Fair", an event meant to promote the French culture within HP.- I have veen nominated by my manager as an employee ambassador for my team in the company’s employee satisfaction project. Afișează mai puține

  • EMEA Deal Registration Process Manager and Capabilities lead

    Mar 2014 - Mar 2015

  • EMEA Deal Registration SFDC Capability lead

    Jan 2014 - Mar 2014

  • Distribution and Reseller Sales Support Specialist

    Apr 2012 - Jan 2014

  • CSR team member

    Mar 2012 - Jan 2013

  • Customer Engagement Advisor for Distribution

    Sept 2009 - Apr 2012
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  Bitdefender

  Mar 2015 - Mar 2017

  Sales Operations Manager

  Process & Platform Management:People ManagementProduct ManagementSalesforce.com Design & ImplementationSalesforce.com Administration & TrainingSalesforce – Sales & Channel reportingSales Processes (Internal) - implementation & management Sales KPIsForecast management

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  Accenture

  Mar 2017 - now

  Local Salesforce Platform Lead (Romania)Senior Salesforce ConsultantApplication ArchitectureTechnical Lead

  • Salesforce Advanced App Engineering Manager

    Dec 2022 - now

  • Salesforce Advanced App Engineering Associate Manager

    Mar 2017 - Dec 2022