Summary
Overview
Work History
Education
Skills
Languages
Certification
personal development, reading, travelling, cooking
Timeline
BusinessAnalyst
Florina Gabriela Nedelcu

Florina Gabriela Nedelcu

Quality Coach
Bucharest,B

Summary

Offering 10 years of experience in the industry with history of
recognition for performance and with expertise in analysis and
quantitative problem-solving skills, as a Quality Coach I have been
dedicated to company growth and improvements.


Driven by a passion for quality improvement, I excelled at enhancing customer satisfaction. Leveraging skills in Coaching, I led teams to achieve operational excellence, embodying continuous improvement and strategic problem-solving.


Committed to self-development, detail-orientated, skillful at managing deadlines and conducting team reviews, passionate about delivering quality and service.

Overview

13
13
years of professional experience
3
3
Certificates

Work History

Talent Acquisition Manager (Volunteer)

TWH Group
07.2024 - Current
  • Developed strong relationships with hiring managers to better understand their needs, resulting in improved candidate selection.
  • Updated candidates on hiring process, interview times, and presentation dates through detailed correspondence.
  • Scheduled interviews, finding the most suitable times with management and team members.
  • Interviewed candidates to assess skills and qualifications, asking detailed short and long-form questions.

Jr Recruiter (Volunteer)

TWH Group
05.2024 - 07.2024
  • Created engaging job descriptions for posting onto LinkedIn.
  • Built networks to identify and reach candidates for different roles.
  • Conducted pre-interviews for the first stage of the hiring process.
  • Acted as a supportive consultant to recruits, helping them to onboard and settle into new environments.

Quality Coach

UiPath
06.2018 - 04.2023
  • Monitored key performance indicators to track progress toward quality objectives and adjust strategies as needed.
  • Increased customer satisfaction by swiftly addressing concerns and implementing solutions to prevent recurrence of issues.
  • Established a culture of continuous improvement by promoting open communication and collaboration among team members.
  • Developed team communications and information for meetings.
  • Monitored operational performance, coached, and mentored staff to develop and deliver against targets.
  • Conducted evaluations to measure performance, progress, and improvement.
  • Collaborated with the support team to share knowledge and improve the overall customer service experience.
  • Analyzed customer feedback and worked with the management team to implement service improvements.
  • Managed sensitive customer information with confidentiality and professionalism, adhering to data protection regulations.
  • Conducted comprehensive needs assessments to identify gaps in knowledge management processes and propose actionable solutions.
  • Facilitated training sessions for staff on best practices.
  • Identified opportunities for process improvements and led initiatives to enhance operational efficiency.
    .

Configuration Management Specialist

NTT DATA Formerly Dell Services
11.2017 - 06.2018
  • Ensured accurate record keeping of the Lifecycle statuses for CIs, including Non-Operational, Pending Install, Operational, and Disposed.
    Recorded the attributes of the CIs.
  • Created relationships between hardware (servers, printers) and software/applications through CI inter-dependency mapping.
  • Championed the adoption of ITIL-based Configuration Management processes across the organization resulting in increased standardization.

Quality Coach

Dell International Services
07.2013 - 10.2016
  • Monitored key performance indicators to track progress toward quality objectives and adjust strategies as needed.
  • Ensured that technical support services aligned with the needs and expectations of end-users, resulting in improved customer satisfaction.
  • Supervised the service desk team to ensure their success through feedback, coaching, and training sessions.
  • Monitored performance using monthly quality reports for CSAT and KPI achievement, alongside conducting regular audits of calls and tickets.
  • Revised and created accurate, clear, and comprehensive KB articles for addressing common issues, questions, and procedures.
  • Worked closely with coworkers and supervisors to establish standardized evaluation criteria and conduct regular calibration sessions, maintaining fairness and objectivity in quality assessments.

Service Desk Analyst

Dell International Services
05.2011 - 07.2013
  • Delivered top-notch first-level technical support to our CHEP/ Brambles customer using phone calls, emails, and remote assistance
    tools
  • Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
  • Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
  • Maintained accurate records of customer interactions, issue details, and resolutions. Provided problem resolution by diagnosing and resolving a wide range of technical issues, including hardware failures, operating system issues, software errors, and connectivity problems.
  • Escalated complex issues to higher-level support teams as needed.

Education

Master - Translation And Interpretation English & Spanish

University of Bucharest
Bucharest
04.2001 -

Skills

Deadline management

undefined

Languages

Romanian
Native language
English
Proficient
C2
Spanish
Proficient
C2

Certification

ITIL v3 Certified

personal development, reading, travelling, cooking

I’m passionate about personal development. I love taking courses, reading, and gaining new insights. I also work on cultivating resilience, maintaining a positive mindset, and managing my time efficiently to stay on track with what matters most, especially since I have become a mother.


I absolutely love reading, it keeps my mind sharp and is one of my favorite ways to relax and recharge. From non-fiction books, to parenting, coaching, leadership, lifestyle and all there is that can helm pe expand my knowledge, boost my imagination, and dive into new worlds.


There's this saying that "It’s not just about the destination; it’s about the journey". Traveling is one of my biggest passions. It inspires and gives me the opportunity to step out of my comfort zone as every trip I take broadens my perspective and challenges me to adapt to new situations. 


Cooking allows me to remain focused on the present moment, it's a relaxation means for me. I guess it’s my way of expressing creativity. I like eating good food, am interested in maintaining a healthy lifestyle and that takes me to preparing healthy, delicious meals for myself and others (it’s such a great way to connect with people)


Timeline

Talent Acquisition Manager (Volunteer)

TWH Group
07.2024 - Current

Jr Recruiter (Volunteer)

TWH Group
05.2024 - 07.2024

Quality Coach

UiPath
06.2018 - 04.2023

Configuration Management Specialist

NTT DATA Formerly Dell Services
11.2017 - 06.2018

Quality Coach

Dell International Services
07.2013 - 10.2016

Service Desk Analyst

Dell International Services
05.2011 - 07.2013

Master - Translation And Interpretation English & Spanish

University of Bucharest
04.2001 -
Florina Gabriela NedelcuQuality Coach