Capacity Planning Specialist - 4 months Bucharest Service / Maintenance Services Responsibilities: -Work closely with Service Managers and Resource Managers to support various functions of Vodafone Germany Group to ensure that people and shared service resources are allocated to projects in an efficient manner; -Update Monthly Reports in Excel using VBA and Power Query add-ins; understand Macro functionalities; -VBA usage: changing pathways within the code, debugging, code testing, create buttons&assign Macro functions; -Create dashboards in PowerBi based on the Stakeholder needs, data modelling in PowerQuery -Understanding Agile Methodologies and Frameworks like Scrum, Kanban or Scaled Agile Framework/SAFe
Acquired skills and knowledge: VBA, data analysis, excel macros, agile methodologies, Power Pivot, Power Query, Microsoft PowerBI
Senior Consulting Delivery Specialist EMEA/APAC/US Microsoft GSO - Rinf Temps - in 4 years and 1 month service for Microsoft Bucharest Service / Maintenance Services
Team Management Responsibilities: -Point of contact and SME for the CDS Project within Microsoft Global Services Operations; -Provide Trainings, Practice&Shadowing for new hires and responsibility to provide access into our main transaction tools for any new colleague; -Ensuring that any Service&Project transition to our team was done smoothly and accurately by preparing calls, practicing on new activities which have been transferred to CDS Team. -Providing assistance to all team members on any complex scenarios to ensure that the request is processed accurately, in a timely manner and very professional. -Keeping a warm and positive attitude in front of any new challenges which could affect the Team motivation&dedication.
CDS Project responsibilities: -Delivering Monthly Reports for APAC region, dedicated to track and to improve Microsoft Engagement Delivery systems; -Responsibility to handle invoice requests for stakeholders; - Create or update resource requests for any upcoming or current Consulting engagements using main transaction tools on behalf of the requester; -Provide support for Microsoft Field Community by creating or updating resource requests for any existing Engagements/Projects using Global Resource Management environment; -Working with Microsoft delivery leads and delivery Managers to resolve any escalations and complaints received regarding our services; -Share information and knowledge with the other team members, business owners, and the wider field role community to work to improve GSO Services; -Performing Pre-QA and Post-QA analysis in our ticketing environment in order to increase productivity within the team; -Handling Onboarding requests for new Microsoft FTE employees, Vendor users or External subcontractor users into Microsoft tools: create accounts, providing access into main platforms; -Escalations management, daily monitoring on regional queues to resolve or dispatch any escalations received from Stakeholders; -Gatekeeper management: assign new tickets to the team, transfer requests to other teams depending on the Requester needs, tracking duplicate requests and resolving any internal issues which could appear as potential blocking points for Stakeholders.
Acquired skills and knowledge: sql server reporting services, Microsoft OneNote, my order, Power BI, Azure Active Directory, SharePoint Online, Skype for Business, Microsoft Teams, Compass One, Cosmic ticketing tool, GRM(Global resource management), Campus platform, Compuware Changepoint(CP), Unicorn timekeeping platform, Maintenance request form(MRF tool), Chronos timekeeping platform, Headtrax platform, Microsoft SOCTRAIN, Microsoft Dynamics CRM/ RMS
Sales Reporting Specialist - ING Bank - SC Bluepoint Telecom SRL 8 months Bucharest Other Services Responsibilities: -Delivering daily reports, weekly and monthly reports using Excel and a specific list of tools, workflows and environments provided by ING Bank in order to analyse the variance between quality and productivity of the sales team; -Working in CRM to create, maintain databases; create customized reports; -Implement and manage reporting and analytics solutions to fulfill reporting requirements;
Acquired skills and knowledge: Microsoft Office, CRM, Mediatel, ING SFTP, Mediatel-Supervisor, PC (Partner Communicator), OS Ticketing
Bluepoint Telecom SRLOctober 2014 - September 2016
Back-Office Officer - Vodafone Romania - SC Bluepoint Telecom SRL 2 years Bucharest Telecommunications IT / Telecom Responsibilities: -Generate, upload signed documentation, track contracts activation for Vodafone Romania Business clients; -Resolving any complaints received from customers by following a specific set of procedures and rules to ensure that the customers are satisfied; -Drive business efficiency by taking accountability of providing accurate data and high quality insights on Sales & Commercial Services processes; -Support for Customer Care department; -Support for Call Center department;
-Checking stocks for order confirmation - through interface/database; -Collaboration with the Pricing Department of Vodafone Romania. -Prepare daily Sales reports for Team Leaders.
Telesales Agent - 2 years and 4 months Bucharest Client Service / Call Center Call-Center / BPO Responsibilities: -Sale of company products and services; -Managing inbound/outbound calls; -Registration of complaints; -Provide consultancy and guidance to customers on order management cycle (via phone / email) and ensure that the customer is aware of the order acceptance policy.
Acquired skills and knowledge: Microsoft Office, Mediatel, Remedy WEB App, VOS (Vodafone Ordering System), Open Office.Org
Inbound Customer Care officer Telekom Romania - Tweencall SRL Client Service / Call Center Call-Center / BPO Responsibilities: -Managing inbound calls; -Registration of complaints; -Sale of company products and services; -Provide consultancy and guidance to customers on order management cycle (via phone / email) and ensure that the customer is aware of the order acceptance policy; -Escalate at appropriate point any operational recurring issues.
Analysis methods and tools
Agile Methodology, Kanban
Customer relationship management, Analytics, Team management, Scrum/Agile, Remedy, Mediatel
Skype for Business, Microsoft Excel, OpenOffice
Power BI, JPivot, SQL Server Reporting Services
Microsoft Dynamics CRM
PC Hardware, Microsoft Outlook, Mobile Applications, Information Technology, Microsoft OneNote, Invoicing, Prepayments, Shared Services, Data Modelling, Microsoft Office, RMS, Visual Basic for Applications, Scrum Methodology, Back End, Code testing, SharePoint Online
Mes études et formations
Bachelors Degree - University of Bucharest2008 - 2011
High School Diploma, accountancy - Vocational school2004 - 2008
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