Corina Patras

• Managed a 40+ department, including the Contact Center, Back Office, and Supervisors, handling 20,000+ inquiries/month.
• Accountable for key KPIs such as customer satisfaction, NPS, service levels, ACR, FCR, response time etc.
• Analyzed customer feedback data to identify trends and areas for improvement, driving continuous enhancement of services provided.
• Implemented strategies to enhance service quality, introduce new channels (Chabot, LiveChat, Knowledge Base), and optimize operational efficiency.
• Led budgeting, reporting, planning, and people management, including recruitment, development, training, and performance monitoring.
• Strengthened stakeholder collaboration and cross-functional issue resolution.

Key Achievements:

• 2024: Assisted in the successful outsourcing of Back Office operations, optimizing customer support efficiency.
• 2023: Led Call Center outsourcing, ensuring a seamless transition while maintaining service quality.
• 2020: Call Center Remote Transition during pandemic period- Led the rapid transition of Call Center operations to a remote work model during the COVID-19 pandemic, ensuring uninterrupted service and maintaining key performance metrics- SL above 90%, AR 2%.
• 2017: Led Call Center relocation project, shifting Romanian CC to home-based Moldavian agents, overseeing recruitment, process redesign, and KPI tracking.
• 2018-2024: Spearheaded Knowledge Base implementation, implemented process improvements, introduced new channels like Chabot&LiveChat, improving self-service and reducing contact rate by 20%.

• Supervised a 10+ member team using a KPI-driven approach to enhance service quality.
• Coached and mentored agents to foster independence and accountability.
• Monitor phone and email activity to ensure quality standards are met.
• Performed performance evaluations, KPI reporting, identifying areas of improvement and implementing corrective actions to improve agent effectiveness.
• Achieved an Average Handling Time (AHT) of 2:30 minutes, streamlining workflows and agent responses.
• Enhanced customer satisfaction by efficiently resolving escalated issues and providing exceptional support.
• Developed standard operating procedures (SOPs) to optimize workflows and supported new technology adoption, ensuring seamless integration.
• Led local and regional projects, including the successful OMS implementation by coordinating testing and training.
• Collaborated with cross-functional departments to resolve escalations and improve the overall customer experience.

• Trained up to 120 Customer Service new comers in Romania & Moldova on software, procedures, and soft skills (e.g., communication, telephone etiquette, written communication etc.)
• Designed and developed all training materials, including for the successful Call Center relocation from Moldova to Romania.
• Created and delivered specialized training sessions, including "A Complaint is a Gift".
• Conducted regular training and performance reviews to foster professional growth and improve overall team performance.
• Used quality assurance insights to refine training materials and methodologies.
• Led process improvements, optimizing workflows and increasing efficiency.

• Provided customer support via email and phone, delivering product and service information.
• Managed approximately 80 incoming calls&emails per day from customers
• Resolved inquiries and complaints promptly, ensuring customer satisfaction.
• Offered tailored recommendations and proactive follow-ups to enhance service quality.
• Recognized as a top performer for consistently delivering exceptional results.