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@cryssya2005
Flag of Romania Bucharest, Romania
Member since April, 2012
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cryssya2005

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

$10 USD/hr
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Experience

Project Manager, Customer Experience

Aug 2008 - Apr 2012 (3 years)

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

Major Accounts Specialist

Sep 2006 - Aug 2008 (1 year)

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

Customer Service Representative

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

Education

Bachelor's degree

2003 - 2007 (4 years)

Certifications

Project Management - Complete Guide - accredited by Project Management Institute, USA (2009)

Publications

2012 Brazil and Americas Cement Sector Sentiment Survey

CemWeek 2012 India Cement Sector Survey

My Top Skills

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  • Project Management 0
  • Data Entry 0
  • Training 0
  • iPhone 0
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  • Web Search 0
  • Reviews 0
  • Photo Editing 0
  • Technical Support 0
  • BPO 0
  • Photoshop Design 0
  • Market Research 0
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  • Brain Storming 0

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