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
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
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
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
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
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
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
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
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
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 -
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