Team Leader at Stefanini

  • România, București
  • România, București
  • Romania, București
  • Romania, București
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  • Ultima actualizare: 31.05.2012
  • Numar referinta: 30641


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  • Last update: 31.05.2012
  • Reference number: 30641


  • December 2010 - Present

    Team Leader, Stefanini

    • București, Romania
    • Full time
    • Work domain - Finance: Consulting,Management

    Ensuring internal communication within the team, holding team meetings, keeping team up-to-date with the project details – currently there are 15 agents in my team; last year I was able to hold a team meeting with most of the night shift agents, and I am scheduling on a monthly basis OTO`s;
    • Ensuring planning, schedules, breaks, code of conduct etc are respected by team members – besides the 15 agents in my team I am responsible for the scheduling management of the entire WSP US/UK team 24 agents(weekly schedule, holyday schedule, attendance issues, behaviour issues, training schedules);
    • Evaluating and developing team members through remote and side by side call quality monitoring – I have put together several action plans, one for a senior agent who had attitude issues and one, which is undergoing, for a junior agent for knowledge and language issues. The first one addressed was successful with an average performance score of 93% and for the second one improvements have been seen, less complaints from the market; 
    • Performing one on ones with technical support staff – I have always strive to provide coaching and feedback to the members of the specialists team and also have the actively act as duty TL when I wasn’t on the floor;
    • Supporting the team members in case of problems or escalation; being the first point of referral for escalated queries or problems with the infrastructure, network or systems – one recent issue that affected the agents performance was the VDI sessions(5 agent), currently the will be switched to normal desktops and AD accounts;
    • Taking care of new starters, introducing them to the team, their tasks and role – from my point of view this is an important step in ensuring an adequate development of new agents, in OTO`s and ad-hoc I have tied and succeeded to inspire them with the business mentality and view that the project is striving to achieve; one example is that for the past 2 years we have performed 2 market surveys, during both of them we had junior agents actively taking calls, however the results were higher that previous surveys;
    • Acting as a single point of contact for client issues – on many occasions I was asked by the market CSM to perform customer analysis(call volumes reports; comparison and improvement suggestions for the overall support);
    • Ensuring procedures are followed in accordance with Stefanini quality standards and work instructions – taking action when noticing inappropriate behaviours or patterns, lateness instances, inappropriate to business behaviour that affected the SLA  ;
    • Ensuring organization on the floor in order to get the right person in the right place at the right time – this can be translated in floor management, a task that I consider very important because it can make the difference between a meet SLA and a failed one; for example we had a period when volumes went up and the team was understaffed, I had to manage and follow up with the team that handles Web submits and Emails, have them take calls and also ensuring that the Web/Email queue was worked; follow ups on In Progress tickets(as per the process in place tickets cannot be left in progress for more than 72 hours without any action taken on them);
    • Identify and implement process improvement initiatives in conjunction with manager and team – I have made suggestions for process creation and improvement from which several of them were put in place;
    • Standing in for supervisor within agreed scope of delegated authority on specific subjects – task delegation such as Duty TL, senior agents assigned to Supervisor tasks, Web, Email and Escalation management.

  • July 2009 - December 2010

    Resource Technician/ Supervisor, Stefanini

    • București, Romania
    • Full time
    • Work domain - Sales: IT

    The main task is to provide assistance, take supervisor calls, filter and forward escalations, couching and feedback, trainings. Also Team Leader duties as supervising the calls in the queue, call management.


  • 2004 - 2008

    Bachelor's degree, Polytechnic University, Faculty of Mechanical and Mechatronics Engineering

    • București, Romania
  • 2000 - 2004

    Highschool, "Ion Neculce" High School

    • București, Romania


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  • B

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