Diana-Mihaela Stavar
Team Manager
Bucuresti,IL
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Customer-focused professional with successful 4-year career in Customer Care sector. Dynamic successful applying problem-solving and analytical thinking in busy business environment.
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
8
8
years of professional experience
Work History
Team Manager
Ascensos
Bucharest, Romania
07.2024 - Current
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Led employee relations through effective communication, coaching, training, and development.
- Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
- Ensured compliance with company policies as well as industry regulations through diligent oversight of daily operations and staff adherence to guidelines.
- Enhanced team productivity by implementing efficient task delegation and time management strategies.
- Improved overall team morale with effective motivational techniques like reward programs, recognition events, and transparent communication practices.
- Developed a high-performing team by recruiting top talent, providing ongoing training, and fostering a positive work environment.
- Led development and execution of strategic plans to meet company objectives, driving team success.
- Facilitated cross-functional team meetings to foster collaborative work environment, leading to innovative solutions.
- Coached junior team members, improving their skills and confidence in their roles.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Quality Assessor
Ascensos
Bucharest, Romania (Remote)
09.2023 - 07.2024
- Improved product quality by implementing rigorous testing procedures and protocols.
- Evaluated the advisors' work and provided them with weekly feedback based on their interactions with the customers (verbal or written).
- Organized meetings with the advisors to discuss different cases or provide them with quizzes in order to ensure they are up to date with the procedures.
- Organized meetings with the client to ensure we are calibrated with the changes in procedures.
- Brain storming with the team to find new ways to spread the knowledge amongst the advisors and team managers.
- Collaborated with cross-functional teams to address root causes of quality issues and implement corrective actions.
- Reported problems and concerns to management.
Customer Care Advisor
Ascensos
Bucharest, Romania (Remote)
10.2020 - 09.2023
- Developed strong rapport with customers, fostering loyalty and repeat business.
- Handled escalated calls effectively, deescalating situations and providing satisfactory resolutions for customers.
- Navigated multiple software programs simultaneously to efficiently assist customers with their inquiries.
- Assisted customers with their complaints.
- Received feedback from the Team Manager and continuously learn how to improve my work.
- Exceeded performance metrics consistently, contributing to the team''s overall success.
- Served as a mentor for new hires, sharing expertise on best practices for successful customer interactions.
- Participated in ongoing training sessions to stay updated on company policies, products, and best practices for customer care.
- Adapted communication style according to diverse clientele, providing personalized assistance that met individual preferences.
- Contributed to a positive team environment through active collaboration and open communication with colleagues.
- Provided exceptional service by understanding customer needs and offering tailored solutions.
- Delivered prompt service to prioritize customer needs.
- Responded proactively and positively to rapid change.
Pharmacovigilance Associate
Cebis
Bucharest, Romania
02.2020 - 06.2020
- Filled event reports processing including MedDRA, coding, seriousness assessment, duplicate searches, assessment and request for follow-up, distribution and submission of expedited reports to the relevant authorities.
- Took part in the development and maintenance of an efficient robust PV system.
- Completed periodic safety update reports on drugs and other treatments.
- Wrote and reviewing serious adverse effects, reports and forms.
- Worked in clinical trials of new drugs.
Clinical Trial Assistant
Cebis
Bucharest, Romania
01.2020 - 06.2020
- Filled and archived of clinical trial documents, maintenance of study files.
- Prepared the documents for clinical trial applications for the submission and approval from the competent authority and ethical committees.
- Provided administrative support to the clinical research teams in the full spectrum of the research activities such as pre-clinical research, study start-up and site management.
- Pre study medical writing: Study Protocol, ICF and other study documents, Site Feasibilities, Site Selection.
- Administrated clinical trials according to good clinical practices ICH-GCP and standard operating procedures (SOPs).
Front Desk Officer
Medicover
Bucharest, Romania
10.2017 - 01.2020
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Enhanced guest satisfaction by efficiently managing front desk operations and addressing inquiries in a timely manner.
- Trained new front desk staff members on company policies and procedures, improving overall efficiency within the department.
- Followed company security and check-in policies and procedures and reported suspicious activity to supervisor.
- Managed financial transactions accurately, ensuring correct billing information for both patients and the clinic's accounting department.
- Handled phone calls effectively, routing them to relevant departments or taking messages as needed.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Exceeded performance metrics consistently by multitasking effectively under pressure during high-traffic periods.
- Developed strong relationships with regular clientele by providing excellent service tailored to their individual preferences.
- Operated multi-line telephone system to answer and direct high volume of calls.
- Confirmed appointments, communicated with clients, and updated client records.
Internship Student
Institute of Cell Biology and Pathology "Nicolae S
Bucharest, Romania
07.2017 - 07.2017
- Protein identification (Western Blot) and separation (SDS-PAGE) techniques.
- Participated in different activities in pharmacology, regenerative medicine, lipidomics and proteomics departments.
- Gained practical experience in various aspects of the field, applying academic knowledge to real-world situations.
- Improved internship experience by efficiently managing assigned tasks and meeting deadlines.
Internship Student
ICPAO
Mediaş, Romania
07.2016 - 07.2016
- Improved internship experience by efficiently managing assigned tasks and meeting deadlines.
- Gained practical experience in various aspects of the field, applying academic knowledge to real-world situations.
- Assisted colleagues in their tasks when needed, fostering a supportive work environment.
- Sorted and organized files, spreadsheets, and reports.
- Explored new technologies and approaches to streamline processes.
Education
Bachelor of Science - Chemestry
University of Bucharest
Bucharest, Romania 04.2001 -
High School Diploma -
National College "Alexandru Ioan Cuza"
Galati, Romania 04.2001 -
Skills
Performance Coaching
Customer Focus
Influencing skills
Operational Excellence
Team Leadership
Problem-solving abilities
Teamwork and Collaboration
Adaptability and Flexibility
Employee Coaching and Mentoring
Customer Relationship Management
Multitasking Abilities
Analytical Thinking
Languages
Romanian
Native language
English
Advanced
C1
Timeline
Team Manager
Ascensos
07.2024 - Current
Quality Assessor
Ascensos
09.2023 - 07.2024
Customer Care Advisor
Ascensos
10.2020 - 09.2023
Pharmacovigilance Associate
Cebis
02.2020 - 06.2020
Clinical Trial Assistant
Cebis
01.2020 - 06.2020
Front Desk Officer
Medicover
10.2017 - 01.2020
Internship Student
Institute of Cell Biology and Pathology "Nicolae S
07.2017 - 07.2017
Internship Student
ICPAO
07.2016 - 07.2016
Bachelor of Science - Chemestry
University of Bucharest
04.2001 -
High School Diploma -
National College "Alexandru Ioan Cuza"
04.2001 -