Corina Velciu

Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.

Managed escalations effectively, ensuring prompt resolution of issues and maintaining customer confidence.

Introduced innovative strategies and tools for improving customer support systems, enhancing overall customer experience and raising the efficiency dedicated for order implementation with 30% reduced the errors for order and increasing the order accuracy with 19%.

Oversaw daily operations of the customer care team, allocating resources efficiently to meet business goals.

Analyzed performance metrics, identifying areas of improvement and implementing necessary changes.

Adapted quickly to changing business needs by revising processes for increased flexibility and scalability in service delivery.

Collaborated with cross-functional teams to address customer concerns, resulting in a holistic approach to problemsolving.

Developed comprehensive training programs to increase team efficiency and productivity as a results, the team works totally independent

Conducted regular performance evaluations for continuous improvement and employee growth opportunities.

Optimized workflows through process improvements, reducing response times without sacrificing quality standards.

Established performance goals for employees and provided feedback on methods for reaching those milestones.

Facilitated open communication between team members, promoting a supportive work environment that encouraged collaboration and innovation.

·Implemented effective quality control measures to minimize errors and ensure high standards of service.

Responsible for managing and implementing the most important projects with the customers EDI ( Order, Recadv, Dsadv, invoicing). One of the most important project was "E-factura" which ensure the communication for sending invoices to ANAF and from them to all the others customers. The project was implemented before deadline and there was no disruption for business and risk for penalties.

• Coordinating the invoicing activities, archiving, cash collection (for proximity clients), Master data Customers, vendors, prices and promo
• Coordinating teams and recruiting new members
• Responsible for all customer relations (claims, EDI messages, money recovery)
• Responsible for intercompany service invoices for all the countries from the cluster
• Interaction with all Danone departments from Ro, and also with financial team from CBS AR
• Drawing up and updating working procedures and process flows
• Responsible for EDI activities ( solving errors, monitoring the messages, and issuing reports for all the documents sent via EDI)
• Coordinating the projects for EDI implementation (testing part, contract management, creating the bridge between IT team, EDI providers and customers)
• Coordinating the key user team during SAP project implementation
• Tracking the key performance indicators and establishing corrective actions

• Coordinating and monitoring Platforms Customer service team (from working points)
• Negotiating renting and utilities contracts related to platforms offices
• Responsible for cash collection process from Danone Platforms in order to reach monthly objectives and semestrial cash landing target
• Solving all the administrative issues occurring on working points
• Coordinating reverse logistic activities in order to reduce the losses of the goods
• Direct collaboration and cooperation with internal and external finance audit teams (providing explanations for process, documents, extracting data reports from SAP
• Key user in Themis (SAP) implementation (2013-2014)
• Responsible for sending to finance team the cost accruals related to platforms

• Providing specific reports for Sales Team (daily/monthly)
• Checking on a daily basis the accuracy of data transmitted in automatic reports
• Responsible for reports automation
• Coordinating data analyst team

• Purchase contracts negotiation with suppliers
• Responsible for launching daily orders to suppliers
• Reviewing key performance indicators and perform checks in order to collect bonuses (as per contracts)
• Participation on monthly meetings with customers for the purpose of renewing portfolio
• Responsible for drawing up offers and presenting new products to customers
• Suppliers delivery performance indicators daily monitoring
• Weekly stock analysis and performance on delivery and establishing coercive actions in order to reduce loses
• Weekly analysis of prices versus products prices on the market

• Supplier delivery performance daily tracking
• Responsible for entering and modifying data in the system such as: supplier, products, price list, discounts, additions
• Interaction with clients for daily issues
• Responsible for sending new offers to clients