23151

Customer Care Manager for HTC Romania and HTC South-Eastern Europe at Raya Holding for Technology and Communication (EGYPT)

  • România, București
  • România, București
  • Romania, București
  • Romania, București
Deblocheaza date contact
Traduceri ale CV-ului
30%
  • Ultima actualizare: 13.09.2012
  • Numar referinta: 23151

Aptitudini

Permis de conducere
  • B

Limbi straine

Engleza
Avansat
Franceza
Incepator
Spaniola
Mediu
Araba
Incepator
Romana
Nativ
80%
  • Last update: 13.09.2012
  • Reference number: 23151

Experience

  • April 2012 - Present

    Customer Care Manager for HTC Romania and HTC South-Eastern Europe, Raya Holding for Technology and Communication (EGYPT)

    • București, Romania
    • Full time
    • Work domain - Sales: Customer service

    -	To respond to input from customers and support managers (complaints, praise and concerns) to help us identify better ways of providing the service  
    -	Identify root causes of issues and put forward proposals to the management team for improving the system and service to ensure that a longer tem solution is provided 
    -	Presenting to management team each month on headline stats and analysis with recommendations for changes 
    -	Working with Support Managers to determine what is and isn’t working Undertaking customer satisfaction research to identify customer’s experience of service
    -	Actively look for ways in which the service could be improved  
    -	Define benefits of making changes and to seek approval to implement
    -	Producing monthly reports for Board detailing with: customer feedback, support manager concerns, complaints, root cause analysis of customer issues, root cause analysis  of positive feedback, recommendations for improvements, trend analysis and forecasts
    

  • January 2011 - August 2011

    International Account Representative, Technical Support and CSR for HTC Romania and HTC South-Eastern Europe, Raya Holding for Technology and Communication (EGYPT)

    • București, Romania
    • Full time
    • Work domain - Sales: Customer service

    -	Working with Google, Android and Windows Mobile Operating systems
    -	Being oriented to the consumer market through three main functions: distribution, retail & maintenance services for cellular phones & IT products under global brand names.
    -	Providing full support as inbound/outbound call center services including telemarketing, tele-sales & tele-support to enhance prospecting, customer acquisition, customer value growth & customer care as well as B2B indirect sales channel management using flexible operational models that understand the business needs (like in-sourcing, co-sourcing or outsourcing.
    -	Being able to handle complaints, even when handling unpleasant customers
    -	Handling in the best interest of both customer and company
    -	Being able to use automated information systems to analyze the customers situation and suggesting improvements to the various communications by the company (eg. website, FAQ, etc)
    -	Building a long-term relationship with the customer
    

  • November 2009 - December 2010

    Export Specialist, L/C Specialist, Document Controller, Customer Services / Marketing Officer, NaTrans Egypt (NTE) from Cairo – 6 October City, Egypt

    • București, Romania
    • Full time
    • Work domain - Marketing: Marketing

    -	I am specialized in working with letters of credit for our contracts.
    -	Preparation and bank submission of required documents in case of L/C payment 
    -	Managing with the necessary documentations for the banks and for our customers;
    -	Working with the main legal issues related with the international trade and marketing, as well as with shipping documentation;
    -	Tracing overdue receivables directly with customer with support from Sales
    -	Controlling of goods in transit: track and clear items booked as goods in transit
    -	Responsible for accurate and prompt order execution of sales orders
    -	Evaluation of the Market for our products, Marketing research;
    -	Attracting new customers and making full offers for them.
    -	Reviewing company documents, to check for compliance with set standards and inform if discrepancies exist. 
    -	Responsible for successful management of communications projects as publications, multimedia productions and integrated communication campaigns;
    -	Ensuring that accurate minutes of meetings are taken, documented and approved. 
    -	Recording and keep the information regarding the orders received and sent
    -	Preparing purchase orders, advance payments, L/C's, etc.
    -	Tracing of incoming payments and allocation of payments in cooperation with Accounting department
    -	Conducting research for background material on any legal matter that the General Manager requests. 
    -	Maintaining all legal files in an orderly, efficient and confidential manner.
    -	Developing prospective clients, making service calls and growing existing clients. 
    -	Communicating with suppliers and other departments to follow up supply.
    -	Responding to inquiries by clients.
    -	Communications with banks, freight forwarders, shipping companies and insurance companies
    -	Preparing quotations after calculating the costs of orders and forwarding invoices to appropriate accounts. 
    -	Monitoring timely delivery of invoices to clients;
    -	Timely submission of reports set by the management as per the deadline.
    -	Making the buying and selling decisions according to the board authorizations
    -	Marketing Communication (PR, Events, Sponsorship, advertising & internal communication)
    -	Handling all correspondences and contacts between the company's customers;
    -	Maintaining updated records for customers, visits, and sales;
    -	Responsible for receiving orders, and monitor relevant progress
    -	Increase the client’s base, exploring new and potential business opportunities;
    -	Following-up on tasks with other employees in the department
    -	Managing and evaluating the employees in the department 
    -	Opening new markets abroad for the company
    -	Opening new activities for the company on the local & international level
    -	Training new cadres for the commercial department.
    -	I am reporting directly to the chairman.
    

  • October 2008 - October 2009

    Legal advisor, Document Controller, Recruitment Specialist, Data entry operator, Sc ILg Srl from Romania

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

    Occupation or position held
    Main activities and
    responsibilities	Legal advisor, Document Controller, Recruitment Specialist, Data entry operator
    -	Evaluation of the Market in Legal Software, legal advising, data entry and making updates with all national and European legislation for clients like law offices, accounting offices and notary offices, making the company’s contracts.
    -	I was having duties as a recruitment specialist also, situation that gave me the chance to obtain experience in Human Resources also, concerning the fact that I was managing with hiring new colleagues in our team, testing and interviewing them.
    -	Commercial check and editing of contracts
    	-	I must mention that I had the main position in the company, as a leader team, this situation helping me a lot in gaining managerial abilities.
    -	Managing with the customers’ complains and trying to find solutions for their problems.
    -	Drafting and editing for public communications;
    -	Participating at the development of the website content;
    -	Providing administrative assistance
    -      Assisting in the finalization of reports and the preparation of Power Point
           presentations, including the input of data into the Division’s databases
    -	Handling contacts with promoters, intermediaries and other internal counterparties
    -	Ensuring the administrative coordination of the appraisal process (prepare and distribute documents: type, edit, format, proof-read the text, in order to produce documents with a good presentation within deadline; organization of meetings, appointments and missions)
    -	Keeping up-to-date information and make researches on countries, sectors and businesses (using internet)
    -	Ensuring the administration and coordination of monitoring and follow-up process of  operations, including updating of electronic database
    

  • June 2006 - August 2008

    Document Controller, Techno-redactor, translator Romanian – English, English – Romanian, , G & G Consulting Company from Piatra Neamt, Romania

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

    Main activities and
    responsibilities	-	Working mainly in Microsoft Office,
    -	Making updates with all national and European legislation for our clients and beneficiaries like Law Court of European Community from Luxembourg, the National Institute of Statistics from Brussels, many judicial instances from Romania, many public offices, departments, banks and multiple companies.
    -	Data entry, text correction, making organizational structures in custom programs, drawing up charts and drawings in Paint.
    -	Managing with the customers’ complains and trying to find solutions for their problems.
    -	Drafting and editing for public communications;
    -	Participating at the development of the website content;
    -	Assisting in the finalization of reports and the preparation of Power Point presentations, including the input of data into the Division’s databases
    -      Keeping up-to-date information and make researches on countries, sectors and
           businesses (using internet)
    
    	-	Ensuring the administrative coordination of the appraisal process (prepare and distribute  documents: type, edit, format, proof-read the text, in order to produce documents with a good presentation within deadline;
    	-      Handling all other secretarial tasks, including maintenance of Division’s filing system (paper and electronic)
    

  • February 2006 - June 2006

    Legal secretary and assistant, Notary Office “Samson Grigore” from Piatra Neamt, Romania

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

    Keeping and preparing the legal documents and files for beginning the legal formalities, techno-drawings and data processing, billing and customer communication, administrative tasks

Education

  • 2005 - 2009

    Bachelor's degree, Spiru Haret University, Faculty of Law and Public Administration from Bucharest, Romania

    • București, Romania
  • 2001 - 2005

    Highschool, National College “Calistrat Hogas“ from Piatra Neamt, Romania

    • Piatra Neamț, Romania

Skills

Driving license
  • B

Foreign languages

English
Advanced
French
Beginner
Spanish
Intermediate
Arabic
Beginner
Romanian
Native