Raluca Codirla

Experience

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  Education - High School

  Sept 2006 - Sept 2009

  French Teacher
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  Notary offices & Court of Law

  Jan 2008 - Aug 2016

  French & Spanish Translator

  Collaboration with notary offices and Court of Law – Braila & Bucharest Sector – Translations (juridical, administrative, medical, technical etc)

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  Webhelp

  Nov 2009 - Sept 2016

   Ensuring that all objectives are achieved (profitability, volumes, productivity, quality) Managing the production process across multiple sites, improving areas of operational performance through setting and reviewing KPI and agreeing recovery and action plans. Managing the planning and adapting the number of employees to the workload in real time (managing days off, paid leaves, changes in the working norm) Analyzing, alerting, suggesting and following the action plans Ensuring the delivery of viable activity reports Guaranteeing process compliance and quality norms (ISO, NF) Guaranteeing the availability of production means (employees, equipment, data bases, etc.) Assessing team leaders and other production managers (quality and training managers, quality controllers, trainers etc) Analyzing the performances of the team (team leaders and other production managers) and establishing the needed action plans for improving/maintaining them, one to one and operational meetings with them Motivating and retaining the team members Organize internal challenges focused on productivity or quality results Analyzing and managing the recruitment needs and the promotions Animating management trainings Providing the necessary elements for salaries and monthly bonuses Identification of training needs Tracking financial and contractual indicators  Actively participating in the recruitment process Ensuring the setup of new projects or new activities with full coordination and follow-up in mode run. Show less  Analyze problems / propositions, identify the root causes and potential solutions. Identify opportunities to optimize and improve the efficiency, SLA and quality of business process. Cooperate with the junior team managers within the project in order to identify current process or training needs; facilitating workshops as needed. Explain KPI and performance results to stakeholders. Improve the efficiency and effectiveness of current processes Improve the performance of the junior team leaders within customized mitigation plans. Show less  Managing the production team (12-15 agents) - establishing objectives, monitor their results, draw conclusions and form action plans based on these results, one to one meetings with every agent from my team, monthly team reunions Establishing daily plans, taking into consideration the stocks, emergencies, backlogs Support the agents in their work on a daily basis – being there for their needs, provide solutions to the more complicated cases, monitor and reach daily objectives Reporting Evaluations of the cases processed by the agents Improvement of processes Training with new employees Show less

  • Project Manager

    Dec 2013 - Sept 2016

  • Senior Team Manager

    May 2011 - Dec 2013

  • Junior Team Manager

    Feb 2010 - May 2011

  • Quality Controller

    Dec 2009 - Feb 2010

  • Customer Service Agent

    Nov 2009 - Dec 2009