Florenta Chivereanu

Domain: Customer support - Client service Responsibilities:

Responsible for maintaining catalogue accuracy and ensuring ongoing data integrity
Delivered customer training sessions focused on portal navigation and order placement support
Managed portal-based and manual quotation processes
Acted as primary point of contact for resolving pricing-related issues
Led and coordinated product transitions together with sales support, ensuring continuity, clear communication, and minimal disruption to customer operations
Served as a key liaison between HP teams and customers to ensure effective communication and issue resolution
Organized bi-weekly team meetings, including agenda preparation, collection of open topics and feedback, PowerPoint presentation, meeting minutes
Drove team engagement initiatives by organizing interactive activities to strengthen collaboration and team connectivity
AI squad project - main focus to integrate CEM Universe Dashboard as primary platform for CEMs Handovers

Domain: Customer support - Client service

Responsibilities:

First point of contact for customer accounts with high complexity

Main support for supply chain matters: order processing, production issues, shipments, invoices, claims

Resolves high impact operational issues by working closely with other departments such as Sales Ops, Back Office, Technical Support

Focus on customer satisfaction by following the internal processes

Champion roles - involved in forums to optimize current processes, often collaborating with other teams within HP to improve day-to-day activities such as Backlog management and NPS

VIA ambassador - collect team feedback and communicate it further to the upper management

Trainer for the newcomers - introduce new hires to company policies, procedures and values; design and update training materials, gather feedback from the new employees about the training material and make improvements accordingly, Buddy program

Close the Loop SME - participate in cross functional meetings and support project goals, act as the go to expert for the team

Domain: Customer support - Client service

Responsibilities:

Manage high-volume communications ( inbound and outbound calls and emails)

Improved customer satisfaction and retention by leveraging best practices including account negotiation plan

Contact vendors, partners or any other party when required Listen and identify the root cause of the issues, interact with the consumer on the phone and solve the problem accordingly

Keep records of customer interactions, process customer accounts and file documents

Help Desk for Telus stores

SME for the new colleagues