Cristina R. Profile

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$10 USD / hour

bucharest,

romania

$10 USD / hour

It's currently 11:17 PM here

Joined April 20, 2012

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Cristina R.

@cryssya2005

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(0 reviews)

0.0

$10 USD / hour

bucharest,

romania

$10 USD / hour

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

I'm an experienced Project Manager with a background in Customer Operations and Customer Experience. I've managed different sized teams of specialists and implemented process improvements for cross functional channels: Customer Service, Retail and Online. Core competencies ? Products and Services Marketing ? Campaign Management ? Customer Lifecycle Management ? Customer Experience ? People Management ? Training and development ? 6 Sigma exposure ? Project and process management ? Market research

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Portfolio

288226

2012 Brazil and Americas Cement Sector Sentiment Survey

288225

CemWeek 2012 India Cement Sector Survey

288226

2012 Brazil and Americas Cement Sector Sentiment Survey

288225

CemWeek 2012 India Cement Sector Survey

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Experience

Vodafone Romania

Aug 2008 - Apr 2012 (3 years, 8 months)

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

Vodafone Romania

Sep 2006 - Aug 2008 (1 year, 11 months)

Role: Account Management - Establishing and maintaining the relationship with Vodafone Romania major customers - 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; - Providing an excellent service to the customers, solving any of their requests regarding the products, services, tariffs, price lists, cover, devices, guarantees; - Providing correct, complete a

Vodafone Romania

Sep 2005 - Sep 2006 (1 year)

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