Codrin P.


3 dollar
3 ans
Bucharest, ROMANIA

Mon expérience

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ArvatoOctober 2018 - October 2019

P Managerial

- Monitoring the volumes 0' calls. emails and chat sessions taken or initiated by the employees. Adjusting the work schedule in order to reach the targets established on the individual per'ormance criteria and on the team.
- Monitoring the individual and team performances in terms 0' prodUCtivity criteria. respecting procedures and customer satisfaction. Take the necessary measures for the development of subordinate agents
- Organizing individual training and feedback sessions, as well as weekly discussions with each subordinate agent
- Monthly calculation of subordinate team bonuses

D Customer relationship

- Daily communication to align with the client on special cases being treated
- ation 0' performances and action plans
- Validation of new procedures to be implemented within the activity
- Supporting weekly and monthly ations
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WebHelpOctober 2017 - October 2018

b Managerial (leadership / supervision / coordination responsibilities)

- Weekly and monthly reports 0' training and quality
- Developing training and quality procedures
- Organization of Team Leaders and Advisors
- Creating ations addressed to the i'nal client and internal teams
- Increasing and tracking the per'ormance of production teams and project support

D Relationship with the client

- Validate new procedures to be implemented
- Supporting weekly and monthly ations

D Professional training

- Designing modules and documents required for professional training
- Planning and organizing training

D Quality

- Creating action plans to increase the skills of support teams and advisors
- Performance tracking according to internal and customer quality reports
- Identifying recurring problems
- Managing CRM systems
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WebHelp RomanlaMay 2017 - October 2017

Outbound / Inbound campaigns
Industries: Telecom/ 8eauty/ Travel
Team sizes: 20-100 direct reports
Improvement of processes and procedures
Business development: liaising with all stakeholders involved, to maximize results
Client relationships creating and maintaining
Strategy creation and implementation, jointly with decision makers
(Client side & internal management)
Increasing the skills (quality / quantity) of the teams
Drafting action plans
Daily/ weekly/ monthly evaluation of teams
Reporting based
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WebHelp RomanlaJune 2016 - April 2017

Informing customers about orders, commercial assistance, Management of loyalty cards customers
(Update, offers, mergers). Settlement of written and telephone requests. effectuation polls and
surveys, Recovery of money in companies initiated

Mes compétences

Team management