Alina Cernat

Experience

• 

  BRD-GSG

  Aug 2004 - Jan 2005

  Front Desk Officer

  - Front-office activities for individuals (including cash-desk)

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  Piraeus Bank

  Nov 2005 - Nov 2007

  Customer Service Officer

  - Front-office activities for individuals (including cash-desk)

• 

  Volksbank

  Nov 2007 - Nov 2011

  Account Manager

  - Front-office activities for individuals: client on boarding, account opening, special service products, processing of payments- Lending activities for individuals

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  ING

  Nov 2011 - Sept 2015

  Senior Financial Consultant

  - Financial consultancy and sale of specific products and services to companies- Lending activities for individuals and small companies- Building strong client relationships based on an acute understanding of client needs; offer consultancy regarding the use of different products and services- Excellent customer service- Sales target

• 

  SCC

  Oct 2015 - Nov 2019

  Act as main liaison with other departments for Service Delivery; responsible formentaining high level communication with key stakeholders across the business toensure that the activity is in scope and delivered in standardsResponsible by monitoring the fulfillment of the specific service SLAsOversee workloads and ensure performance- based on TLs day to day individual KPIsand daily/weekly/monthly reports in place for each TMMaintain relationships with key departments when a new product or supplier isonboarded and regularly reviewing best and most efficient methods to improvecustomer experienceEnsure processes/rules/workflows are clear and up to date and available to the team,ensure all changes are communicated accordingly; knowledge base updated in duetime, training and skill-up according to the management requirmentEnsure provisioning stages are followed in product delivery to our clients across thedepartment.Providing assistance in all difficult situations presented by the TL/supporting decisionalprocess/coach and advise TL in all dificult situations on a daily basisParticipate to all management meetings as requested/appropriate.Contributing constantly with improvement ideas and implementing serviceimprovement solutions within the department/team/serviceParticipate in recruitment and selection of new staff.Elaborating monthly/quarterly activity reports for the business. Show less Day to day management of Service Delivery team (started with 2 team members andincreased the team to a total number of 10 as of Dec 2016)Developing new and existing team members, changing team roles based on skills andtraining team matrix and make all necessary changes internally to ensure the deliveryof service/activity in required parameters and within SLAs agreed.Participate in recruitment and selection of new staff.Ensure new recruits are sufficiently trained, supported and subject to on-goingcapability assessment.Administrative and HR responsibilities/tasks (payroll, holidays, accesses fortools/portals;Attending business meetings and conference calls; hosting team meetings andattending all management meetings/calls, internally with SCC management and withUK customer's managementActively involved in processes/documentation creation, producing reports for thebusiness and quality checks Show less

  • Service Delivery Manager

    Dec 2016 - Nov 2019

  • Service Delivery Leader

    Apr 2016 - Dec 2016

  • Service Delivery Executive

    Oct 2015 - Apr 2016
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  Grapefruit

  Nov 2019 - Sept 2020

  Account Executive

  As an Account Executive within a digital marketing company, I managed client relationships, ensuring their needs are met. My role also involved coordinating with internal teams to align solutions with client objectives.

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  InvestSuite

  Oct 2020 - Jun 2022

  Software Tester & Scrum Master

  In my role as a manual tester, I rigorously evaluated mobile applications for functionality, usability, and reliability, using a variety of testing methods to identify and report issues. As a Scrum Master, I facilitated Agile ceremonies and supported the team in adhering to Scrum practices to deliver projects on time. By fostering collaboration and maintaining a focus on quality, I helped the team to continuously improve and achieve our goals.

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  CODE932

  Jun 2022 - now

  Business Analyst & Product Owner

  As a Business Analyst, I bridge the gap between business stakeholders and technical teams to ensure that solutions align with organisational goals. I gather and document requirements, analyse data to identify improvement opportunities, and collaborate closely with teams to design effective solutions. By managing stakeholder communication and supporting change management efforts, I help drive successful project implementation, leveraging my analytical, communication, and problem-solving skills throughout the process. Show less