77483

Team Leader - Team Manager la Bosch Communication Center

Team Leader / Team Manager at Bosch Communication Center

  • România, Timișoara
  • România, Timișoara
  • Romania, Timișoara
  • Romania, Timișoara
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Traduceri ale CV-ului
80%
  • Ultima actualizare: 14.05.2013
  • Numar referinta: 77483

Experienta

  • iunie 2008 - Prezent

    Team Leader - Team Manager, Bosch Communication Center

    • Timișoara, România
    • Full time
    • Domeniu - Vanzari: Serviciu clienti

    Organizarea, coordonarea si cresterea eficientei echipei Relatii cu clientii pentru utilizatori prepay - Echipa implicata in furnizarea informatiilor despre serviciile prepay-postpay oferite de Orange.
    Furnizarea obiectivelor si urmarirea realizarii lor
    Am participat in calitate de reprezentant al angajatorului la procesul de recrutare si selectie a candidatilor.Am fost implicat direct in selectia candidatilor si am intervievat peste 1000 de candidati. 
    Pregatire si sprijin in dezvoltarea profesionala a membrilor echipei: rezolvarea disfunctionalitatilor comportamentale, motivarea echipei
    Evaluarea membrilor echipei; oferirea suportului si a feedback-ului subordonatilor, concentrand echipa pe calitate si indeplinirea obiectivelor
    Escaladarea problemelor care nu pot fi rezolvate de catre membrii echipei si urmarirea rezolvarii lor (colaborarea cu departamentele Marketing/IT/Quality)
    Organizari de sedinte lunare in scopul prezentarii rezultatelor si a planului de actiune pentru perioadele imediat urmatoare.
    Rezolvarea reclamatiilor din partea clientului prin participarea directa .
    Participarea la proiecte transversale in cadrul departamentului; actualizarea si revizuirea procedurilor de lucru
    Activitati administrative si de logistica
    Intocmire rapoartelor de urmarire a parametrilor productivi/neproductivi a echipei
    Participarea la sesiuni de recrutari de personal
    Numar de subordonati: 20 membri
    
    Realizari:
    
    Rezultate:
    Asigurarea obiectivelor, indeplinirea target-urilor
    Participarea activa la cresterea profitului firmei
    Am preluat in 22.07.2008 echipa de 20 agenti situatia la nivel 6-7 din total de 8 iar in urmatoarele 2 luni am avut crestere procentuala pe parametrii indici contractuali de min 50 % echipa situandu-se pe pozitia 1-2 , nivel 1-2 pana la data de 01.05.2009.
    
    Recomandari:
    
    Gabriela Lazar - Project Manager

  • ianuarie 2007 - iunie 2008

    Analist Servicii Clienti , Bosch Communication Center

    • Timișoara, România
    • Full time
    • Domeniu - Vanzari: Serviciu clienti

    Preluarea apelurilor clienţilor, furnizand informaţii sau asistenţă pe baza unei analize riguroase a conturolor personale detinute de clientii companiei
    Oferirea informaţiilor corecte intr-o manieră profesionistă
    Inregistrarea apelurilor in baza de date
    Adoptarea unei atitudini pozitive şi orientate spre client
    Promovarea imaginii companiei prin atitudine, cunoştinţe, orientare către client şi disponibilitate
    Respectarea standardelor şi a indicatorilor de calitate stabiliţi
    Ajutarea colegiilor neexperimentati
    
    Realizari:
    
    Incepand din Ianuarie 2007 pana in vara anului 2008- am vorbit personal cu peste 46750 clienti ai companiei realizand un procentaj de peste 15% a limitei maxime neavand nici un FCR realizat in 12 luni de activitate. Am fost fellow pentru angajatii noi timp de 9 luni in aceeasi perioada am fost inclus in echipa Suport care viza aceeasi activitate.
    
    Recomandari:
    
    Team Leaderi : Dan Moraru , Daniel Vana , Alexandru Martinas
    Project Manager : Gabriela Lazar
    
    Beneficii:
    
    bonuri de masa , bonusuri

  • iunie 2006 - ianuarie 2007

    Sales Specialist, Flamingo Computers

    • Timișoara, România
    • Full time
    • Domeniu - Vanzari: IT

    Compania bazata pe comercializarea de it hardware si software , cu un numar de angajati ce depaseste 200.
    Responsabilitatile mele zilnice erau : verificarea preturilor marfii ,receptionarea si gestionarea marfurilor, vanzarea efectiva a produselor , upgradarea tehnica a sistemelor , montarea componenetelor pc in sisteme , evidenta stocurilor, facturarea produselor , depunerea banilor la banca cu actele aferente, completarea aplicatiilor pentru plata in rate.
    
    Recomandari:
    Shop Manager : Mircea Cristian .

Educatie

  • 2005 - 2008

    Diploma de facultate, Spiru Haret

    • Timișoara, România
  • 1999 - 2003

    Liceu / scoala profesionala, Colegiul Tehnic I.D.Lazarescu

    • Cugir, România

Limbi straine

Engleza
Avansat
Franceza
Incepator
Italiana
Mediu
Romana
Nativ
80%
  • Last update: 14.05.2013
  • Reference number: 77483

Experience

  • June 2008 - Present

    Team Leader / Team Manager , Bosch Communication Center

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

    Organize, coordinate and increase the efficiency of customer service team for users prepay-postpay. The team involved in the provision of information about services provided by prepay-Orange postpay.Provide objectives and monitoring their achievement. Training and support professional development of team members : behavioral dysfunctions solving , team motivation , evaluation team members providing support and feedback to subordinates , focusing on quality and team goals. Escalating problems can not be solved by solving team and follow their ( working with departments Marketing / IT / Quality etc). Meetings monthly / weekly in order to present the results and action plan for the next period .Resolve customer complaints through direct participation .Participation in cross- department projects , updating and revision procedures.Administrative and logistics activities.Tracking parameters summarized productive / unproductive team. Attendance at recruitment.
    Number of direct subordinates : 20 agents
    Number of subordinates indirectly : 210 agents
    
    Achievements:
    I work actively to increase company profits .
    On 22/07/2008 I took the team of 20 agents , the situation was at 6-7 from a total of 8, and in these two months I had the parameters given percentage increase of at least 50% contract .
    Team stood at 1-2 places until 01.05.2009 etc .
    In Postpay team coordonation: in the last 3 years the team has consistently held the first 3 positions of 8 available
    
    Recommendations:
    Gabriela Lazar - Project Manager
    Marius Croitoriu - Project Manager 

  • January 2007 - June 2008

    Customer service analyst , Bosch Communication Center

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

    Answering phone calls, e-mails, faxes-giving a constant feedback to our partner companies and clients-continuous promotion of our services and products to our clientsI answer to all the clients� calls, giving information or assistance concerning Orange�s services for prepay cards, according to the company�s procedure and politics. I take part in the improvement of the qualitative parameters of Customer Care: the percentage of calls answered and given. I promote the company�s image (Orange, the project I�m involved in) by attitude, knowledge, client orientation and availability towards the clients� needs. I help my less experienced co-workers. I carry out additional tasks required by my team leader.
    
    
    Recommendations:
    
    
    Team Leader Dan Moraru 

  • June 2006 - January 2007

    Sales Specialist , Flamingo Computers

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

    Daily responsibilities: checking prices, taking possession of goods, checking stocks, selling goods, technical updating of systems, assembling components for PCs, billing, banking, filling in paperwork for installment buying
    
    
    Recommendations:
    
    
    Shop manager Mircea Cristian

Education

  • 2005 - 2008

    Bachelor's degree, Spiru Haret

    • Timișoara, Romania
  • 1999 - 2003

    Highschool, Colegiul Tehnic I.D.Lazarescu

    • Cugir, Romania

Foreign languages

English
Advanced
French
Beginner
Italian
Intermediate
Romanian
Native