Alexandru Ojog
Iasi,IS
Summary
Results-driven service delivery professional with a proven track record at HCL Technologies, where I progressed from Service Delivery Coordinator to Deputy Manager . Skilled in managing large-scale service operations, coordinating cross-functional teams, and ensuring high standards of client satisfaction. Adept at streamlining processes, improving service efficiency, and maintaining strong client relationships in a fast-paced, customer-centric environment. Known for strong organizational skills, attention to detail, and a proactive approach to problem-solving.
Overview
8
8
years of professional experience
5
5
years of post-secondary education
1
1
Language
Work History
Deputy Manager
HCL Technologies
Iasi, IS
10.2022 - Current
- Managed a geographically dispersed team of 26 employees across Romania, Portugal, and India, ensuring consistent operational performance and team alignment.
- Led cross-functional collaboration with internal departments and client teams to support business growth, achieve KPIs, and meet strategic objectives.
- Acted as the primary escalation point for client issues (Xerox), conducting regular review meetings to resolve concerns and strengthen client relationships.
- Conducted performance gap analysis and implemented process improvements to optimize team efficiency and resource utilization.
- Fostered a high-performance work culture by implementing employee engagement strategies, team-building initiatives, and leadership development.
- Delivered ongoing coaching, performance reviews, and tailored training programs to enhance employee skill sets and drive continuous improvement.
- Established and maintained strong relationships with internal and external stakeholders to support seamless project execution and communication flow.
- Increased client satisfaction through the development and implementation of proactive service strategies, reducing issue resolution time.
- Oversaw daily operations to ensure compliance with performance metrics, quality standards, and SLA commitments.
Service Delivery Coordinator
HCL Technologies
Iasi, IS
07.2019 - 10.2022
- Proactively reduced client complaints by identifying and resolving issues before escalation, enhancing customer satisfaction and service reliability.
- Coordinated delivery schedules by liaising with suppliers and clients, ensuring timely fulfillment and alignment with SLAs.
- Established and standardized operational procedures, enabling a consistent and efficient approach across service delivery functions.
- Identified and implemented process improvements in service delivery workflows, reducing workload for Service Delivery Coordinators (SDCs) by 10+ hours weekly.
- Built and maintained strong client and vendor relationships, contributing to increased service satisfaction and retention.
- Managed end-to-end service delivery for 50–80 devices, overseeing the entire lifecycle from deployment and monitoring to maintenance and escalation management.
Human Resources - Assistant with English
CONDUENT
04.2017 - 04.2019
- Absence data input and Long Term Sickness tracking System - create/ update;
- Monthly Payroll adjustments and calculations;
- Financial calculations according to the days / hours of absence due to medical reasons;
- Output Notification Letters and Notification emails;
- File Request and Absence general queries assistance and solution offering;
- Insurance communications;
- Personal Private Data Managing;
Education
Master degree - International Development Studies
"Alexandru Ioan Cuza" University
Iasi, IS 01.2014 - 01.2016
Bachelor degree - Political Science
"Alexandru Ioan Cuza" University
Iasi, IS 01.2011 - 01.2014
Skills
- Fast processing skills
- Independent problem solving
- Attention to detail
- Data management
- Process improvement
- Conflict management
- Team-oriented
- Process and procedure development
- Performance improvements
- Adaptability and flexibility
- Goal-oriented
Personal Information
- Date of Birth: 02/21/92
- Gender: Masculine
- Nationality: Romanian
Timeline
Deputy Manager
HCL Technologies
10.2022 - Current
Service Delivery Coordinator
HCL Technologies
07.2019 - 10.2022
Human Resources - Assistant with English
CONDUENT
04.2017 - 04.2019
Master degree - International Development Studies
"Alexandru Ioan Cuza" University
01.2014 - 01.2016
Bachelor degree - Political Science
"Alexandru Ioan Cuza" University
01.2011 - 01.2014
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