Hi, I’m
Evelina Chiparus
Workforce - Real Time Analyst
Cluj-Napoca
Summary
Experienced Real-Time Analyst at Contact Center Regina Maria with a passion for teamwork and dedication. Continuously developing analytical thinking skills to identify and implement effective solutions. Committed to excellence and seeking opportunities to enhance abilities and contribute to organizational success.
Overview
5
years of professional experience
1
Certification
4
Languages
6
years of post-secondary education
Work History
Regina Maria
RTA - Real Time Analyst - Supervisor
11.2022 - Current
Job overview
- Company Overview: Reteaua de sanatate
- Real-time monitoring of Contact Center service quality and site performance throughout the day, ensuring efficient management of incoming call volumes and chat discussions
- Handling requests for schedule modifications, processing changes, and communicating with teams to achieve business objectives
- Managing employee attendance to ensure accuracy in reporting on Contact Center team activities
- Monitoring response rates and taking responsibility for resuming missed/abandoned calls based on real-time agent occupancy situations
- Monitoring employee performance in relation to work schedules and real-time productivity through applications
- Communicating with Contact Center team coordinators through reports, emails, analyses, charts, etc., providing information on achieved KPI levels and employee productivity to encourage meeting established KPIs
- Planning daily activities in accordance with goals and deadlines set by the Workforce Team Leader
- Reteaua de sanatate
Regina Maria
Patient Advisor Mentor
04.2022 - 11.2022
Job overview
- Company Overview: Reteaua de sanatate
- Providing telephone and email support to colleagues in the Contact Center, as well as those in clinics through the internal support number
- Training new colleagues or those from other departments
- Ensuring the accuracy of provided information and adhering to specific Contact Center department work procedures
- Participating in the creation or improvement of various departmental work procedures
- Identifying situations requiring the direct supervisor's intervention and escalating them when necessary
- Reteaua de sanatate
Regina Maria
Patient Advisor
09.2019 - 02.2022
Job overview
- Company Overview: Reteaua de sanatate
- In the role of Patient Advisor, I developed a keen interest in what Regina Maria can offer to patients, also becoming a team ambassador
- I was part of both Inbound and Outbound teams, as well as the English and Ultrasound teams
- Additionally, I gained professional experience through my involvement in two programs: the anti-COVID vaccination campaign with the first and second doses of Pfizer/Moderna and the clinical study of Molnupiravir (MSD)
- Handling incoming calls from patients
- Scheduling medical consultations and/or investigations
- Communicating the costs for scheduled medical services
- Reteaua de sanatate
Education
Babes Bolyai University Cluj-Napoca, Romania
Management from Business/Managerial Economics
01.2023 - 01.2026
Babes-Bolyai University / History And PhilosophyCluj-Napoca, Romania
from Arhivistics
10.2017 - 06.2020
Skills
System Monitoring
Certification
Persuasiune și Influențare
Accomplishments
- Achieved Persuasion and Influence Certificate by participating to a Leverage Negotiations's course.
Certificate ID: 9635cea2-6d08-4d92-9e3f-fa9b7e0571a1
Certificate Issue Date: 2024-05-17
Stock investing
Actively follow market trends and evaluate investment opportunities in publicly traded companies. Recently monitoring the performance of Cutera Inc. (CUTR) and leveraging market insights to make informed investment decisions.
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Babes Bolyai University
Management from Business/Managerial Economics
01.2023 - 01.2026
RTA - Real Time Analyst - Supervisor
Regina Maria
11.2022 - Current
Patient Advisor Mentor
Regina Maria
04.2022 - 11.2022
Patient Advisor
Regina Maria
09.2019 - 02.2022
Babes-Bolyai University / History And Philosophy
from Arhivistics
10.2017 - 06.2020
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