Graphic Design
Adelina-Mihaela Dragonu
Trainer&Call Quality Representative
Bucharest
Summary
Dedicated Call Quality Representative&Trainer with excellent communication skills, decision-making and creative. Ready to help team achieve company goals through constructive feedback, attention to detail and positive attitude.
Overview
7
7
years of professional experience
7
7
years of post-secondary education
2
2
Languages
Work History
Call Quality Support&Trainer
Intrum Romania
Bucharest
11.2021 - Current
- Training new employees in order to acquire knowledge about the collection officer role;
- Following the established teaching methodology and review the materials recommended in the process;
- Ability to evaluate the employee profile and extracts strengths and areas for improvement;
- Adapting the teaching style according to the type of training group;
- Providing feedback to both participants and team coordinators;
- Elaboration of proposals for identified needs and development suggestions.
Call Quality Support
Intrum Romania
Bucharest
07.2017 - Current
- Call Center quality evaluation and monitoring;
- Feedback delivery in one-to-one meetings and engaging in problem-solving activities;
- Facilitate team group meetings to improve the call center activity;
- Implementation of customized working processes;
- Providing support and managed professional growth of new employees;
- Design and delivery of useful content, to simplify and ensure a professional interaction between the agent and the consumer;
- Organizing contests, workshops and and interactive tasks;
- Providing constant feedback to team coordinators and promote good communication between departments;
- Data management for weekly and monthly reporting;
- Resolve tasks and requirements from the company's clients.
Collection Officer
Intrum Romania
Bucharest
03.2016 - 06.2017
- Initiating and taking calls from consumers, in order to collect debts;
- Utilized negotiation skills to manage consumers debts;
- Trained and mentored new employees on collection methods, documentation requirements and performance strategies;
- Uploading correct information to company's database;
- Performing additional tasks received from the direct coordinator.
Education
BBA - Business Management
National School of Political Studies
Bucharest, Romania 09.2014 - 06.2017
No Degree - Business Administration
Universidade Da Coruña
A Coruña, Spain 04.2001 -
High School Diploma -
"Alexandru Ioan Cuza" High School
Alexandria, Romania 09.2010 - 06.2014
Skills
Communication
Employee training
Group and individual instruction
Feedback
Materials Preparation
Interests
Psychology
Lecture
Timeline
Call Quality Support&Trainer
Intrum Romania
11.2021 - Current
Call Quality Support
Intrum Romania
07.2017 - Current
Collection Officer
Intrum Romania
03.2016 - 06.2017
BBA - Business Management
National School of Political Studies
09.2014 - 06.2017
High School Diploma -
"Alexandru Ioan Cuza" High School
09.2010 - 06.2014
No Degree - Business Administration
Universidade Da Coruña
04.2001 -