Back Office Client Support at CGS Romania

  • România, București
  • România, București
  • Romania, București
  • Romania, București
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  • Ultima actualizare: 28-08-2015
  • Numar referinta: 138943

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  • Last update: 28-08-2015
  • Reference number: 138943


  • February 2015 - Present

    Back Office Client Support, CGS Romania

    • București, Romania
    • Full time
    • Work domain - Office jobs: Helpdesk / Customer Support

    -monitor the queue and assign tickets;
    -check, validate and complete customer contact information and problem description in submitted in tickets;
    -ensure that tickets are worked and resolved within service level targets;
    -inform customer about the status of their request;
    -serve as a further escalation point for the team;
    -coordinate with other queue managers to ensure handover, continuity and consistency;
    -responsible for generating a daily report on the status of tickets;
    -complete required ticket updates and work documentation;
    -escalate problems or tickets to higher level management when required and/or necessary;
    - providing support to the team, including procedural documentation;
    - redirecting problems to appropriate resource;
    - handling complaints, troubleshoot problems and provide information

  • October 2009 - January 2014

    Manager, Nolandoffice SR

    • București, Romania
    • Full time
    • Work domain - Services: Hotels

    - responsible for the overall business, budget planning, developing the marketing strategy and operational management;
    -responsible for the day-to-day management of the hotel and its staff and commercial accountability for planning, organizing and directing all hotel services, including reception, concierge, reservation and housekeeping;
    -financial management - prepared budgets and marketing strategies and achieved targets for the business;
    -launched the hotel on the market;
    -recruited, trained and monitored staff;
    -supervised maintenance, supplies and furnishings;
    -dealt with contractors and suppliers;
    -carried out inspections of property and services;
    -ensured compliance with licensing laws, health and safety and other statutory regulations;
    -managed the personnel, financial operations and the marketing activities of the hotel;
    -developed and maintained the long-term relationships between the company and the clients in order to grow revenue and ensure both parties derive maximum benefit from the relationship, as well as to work towards an allocated sales revenue target:
    -wined new sales revenue in line with targets;
    -monitored all aspects of customers satisfaction and ensured any issues are addressed;
    -maintained an understanding of strategic directions and interpreting its relevance to the client;
    -produced the Annual Revenue Plan, Marketing Budgets; 
    -analyzed current and potential market/trends, coordinated all activities to maintain and increase revenue through add business volume and increase rate;
    -coordinated all sales activities for ensure they meet the goals of Revenue Plan;
    -enhanced the image of the hotel on the market;
    -dealt with customer complaints and comments;
    -addressed problems and troubleshooting;
    -planed work schedules for individuals and teams;
    -ensured events and conferences run smoothly;
    -renewed the contracts with third parties;
    -maintained relations with travel agencies and reservation websites;
    -managed and maintained effective and efficient use of all reception equipment and hotel systems.

  • March 2008 - October 2009

    Expert, Bucharest City Hall

    • București, Romania
    • Full time
    • Work domain - Institutions / Liberal professions: Administration / Institutions

    -assured operative relations with international financing institutions (European Investment Bank, World Bank, European Bank for Reconstruction and Development)
    -reported every month to Ministry of Public Finance the public debt service
    -prepared the rating of Bucharest Municipality (scheduled meetings, prepared information asked, contracts updates) 
    -monitored and verified Consultant's Interim Payment Certificates
    -prepared every six months Interim Financial Report demanded by World Bank
    -budgeted periodical expenses
    - various correspondence with Consultant, PIU members and World Bank
    -reported every month financial and physical progress of project
    -reported sources and uses of funds to International Bank for Reconstruction and Development
    -periodical reports for IBRD and for Ministry of Public Finances
    -periodical reports of physical and financial progress of projects to financing institutes
    - permanent communication with external financing banks
    -assured that contracts run smoothly
    -negotiated and renewed contracts with the rating agencies 
    -prepared payment applications for the Interim Payment Certificates
    -provisioned expenses for various periods
    -prepared time sheets for the employees of department


  • 2002 - 2006

    College, Academy of Economic Studies

    • Accounting
    • București, Romania

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