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cryssya2005

I have a passion for writing (and research), my strength is the optimism, respecting deadlines &

Username: cryssya2005

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Location: Bucharest, Romania

Member since: April 2012

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Portfolio

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Résumé

Experience

Project Manager, Customer Experience

Aug 2008 - Apr 2012 (3 years)

Vodafone Romania

New approach within call center teams <br />- Assessing every team's training needs <br />- Designing, piloting and running alignment workshops for team leaders and their teams<br />- Providing further support for the agents:feedback, coaching, improvement opportunities, fresh thinking, share best practices<br />- Designing the Customer Operation guidelines - what does a good and a great customer experience mean for Customer Operations<br /><br />Self Service redesign (IVR and USSD)<br />- Involved in redesigning and repositioni

Major Accounts Specialist

Sep 2006 - Aug 2008 (1 year)

Vodafone Romania

Role: Account Management<br />- Establishing and maintaining the relationship with Vodafone Romania major customers<br />- Taking over, processing and solving all the customers' requests - both calling or meeting face to face and supplying an official or a confirmation answer in reply to their letters or e-mails; <br />- Providing an excellent service to the customers, solving any of their requests regarding the products, services, tariffs, price lists, cover, devices, guarantees;<br />- Providing correct, complete a

Customer Service Representative

Sep 2005 - Sep 2006 (1 year)

Vodafone Romania

Role: Account Management<br />- Taking over incoming calls from company's customers;<br />- Offering all requested information regarding company's products and services and promoting them;<br />- Identifying root causes for their problems and finding the best solutions in order to solve them.<br />- Proactively addressing the identified issues in order to minimise the impacted number of customers<br />- Identifying the customers' needs and proactively addressing them by up sell opportunities. <br />- Constantly s

Education

Bachelor's degree

Academia de Studii Economice din Bucuresti

2003-2007

Certifications

Project Management - Complete Guide - accredited by Project Management Institute, USA

Arcadia Consulting, Bucharest, Romania

Publications

2012 Brazil and Americas Cement Sector Sentiment Survey

CW Group

http://www.cwgrp.com/research-a-analysis/cw-group-surveys/306056-2012-brazil-and-americas-cement-sector-sentiment-survey.html

CemWeek 2012 India Cement Sector Survey

CW Group

http://www.cwgrp.com/research-a-analysis/cw-group-surveys/306043-cemweek-2012-india-cement-sector-survey.html