Mihaela Petcu

Experience

• 

  GENPACT LLC

  Jan 2006 - Dec 2007

  Domain Expert Trainee

  Preparing reports for the client on a daily basis;Driving improvement ideas in my team using LEAN methodology. Customer service specialistPerforming customer service operations such as helping customers in doing online bookings on the Airline website;Make and confirm reservations or changes using the reservation system of the Airline;Answer inquiries regarding flight schedules, accommodations, procedures, and policies;Confer with customers to determine their service requirements and travel preferences;Inform clients of essential travel information, such as travel times, transportation connections, and medical and visa requirements;Redirecting customers to different departments when needed.Scheduling the shifts for the Italian team;Maintained internal tracker of unsolved reservation and followed up on the issues every day; Show less

• 

  WNS Global Services Romania

  Jan 2008 - now

  Develop and define training strategy and curricula based on the internal requirements.Responsible to identify, analyze, develop and implement a training plan for the all WNS Romania locations, as well as for the delivery of soft-skills seminars.Coordinate the roll-out of the all internal development programs, including assessment centers, program design and delivery;Major accomplishments:- redesigned and reintroduced all internal development initiative to accommodate virtual communication set up;- annually, I introduce a new plan to address evolving company needs;- designed and implemented 4 new training topics in the last 18 months;- Designed three innovative formats (Round Table, Minds In Motion, and Management Talks ) for managerial engagement to facilitate their ongoing development;- Groomed 24 internal trainers, in the last 2 years, capable to deliver Technical, Computer, Quality, Soft Skills and F&A trainings;- Implemented a new LMS system to manage training records and registrations;- Coordinate the internal learning platform's content curation;- Hosted an WNS International facilitators community of practice; Show less Responsible for all HR activities for several customers in F&A, Research & Analytics, Quality and Transitions;Responsible for driving the corporate initiatives;Drive changes and coordinate roll out of the Performance Management System;Facilitate performance calibration sessions; Created together with Operations “Goals and Objectives” framework;Drive implementation and facilitated understanding on new labor code changes to managers and employees;Draw-up Exit interview database including analysis and action plans;Draw-up a review program of WNS Romania policies - calendar with dates, activities, people involved, approvals. Show less Coordinate implementation of People Soft;Coordinate implementation of Absence and Attendance Management System and integrated reporting for payroll;Prepare and maintain ISO documentation for recruiting department;Prepare and update policies and procedures for Romania site;Prepare and update Job description manual for the Romanian site;Deliver monthly different type of reports for management;Define process flow for ON Boarding and People Soft Changes;Capture in People Soft all internal changes in the agreed timelines;Participate in Line interviews in order to evaluate the candidates;Draw up and coordinate exit process including exit interviews;Drive Corporate initiatives related to: Rewards & Recognition, Cultural change projects etcCoordinate implementation and roll out of the Performance Management System;Drive Voice of the Employee survey (VOE) – procedure, defining questionnaire, conducting survey , analyze results, develop action plan, communicate action plan;Represent the company in job fairs and offering support for other projects, at the request of the management team;Prepare periodical reports for internal clients and keeping them always informed upon projects’ status;Deliver induction training for HR processes. Show less

  • Learning and Development Manager

    Feb 2021 - now

  • Senior HR Business Partner and L&D Coordinator

    Aug 2017 - Jan 2021

  • HR Business Partner

    Apr 2011 - Jul 2017

  • HR Generalist

    Jan 2008 - Mar 2011