Iulia Ponoran

Product Delivery

• Implementation Strategy - Developed and implemented a comprehensive delivery strategy aligned with company goals, tracking critical KPIs for success, reducing implementation time and cost by 35%.
• Daily Operations Management - Overseeing daily operations of the delivery teams, ensuring timely completion of projects and adherence to company policies.
• Team Management - Building and coaching cross-functional teams, for implementations and continuous delivery of products and services with a strong focus on quality and customer experience. Directly managing PMO, Sales Engineering, Training and Client Advocacy Teams.
• Team Leadership - Training and mentoring team members to develop their skills and advance in the organization.
• Process Optimization - Developing standard operating procedures (SOPs) that align cross-functional teams, ensuring consistent and high-quality delivery. Utilizing data-driven approaches to monitor and improve key performance indicators (KPIs) across delivery operations. Identifying and eliminating redundancies or gaps in workflows, leading to significant time and cost savings.

Product Management

• Market Research - Conducting research to identify customer needs, market trends, and competitive landscape.
• Requirements Gathering and Stakeholders Management - Collaborating with stakeholders (internal and external) to define product requirements, ensuring alignment with business objectives and customer expectations. Translating requirements in relevant user stories for development.
• Product Roadmap - Developing a product roadmap that outlines the products' essential features, milestones, and timelines, prioritizing features and ensuring timely delivery, in accordance with business priorities and customers needs.
• Cross-Functional Collaboration - Bridge in communication, working closely with internal teams to deliver a unified, award winning product approach, championing a customer -centric approach.

• Business Impact Analysis - Partnered with business leaders to uncover and address process improvement opportunities, driving revenue growth, cost reductions, and mitigating business risks.
• Business Process Optimization - Identified operational inefficiencies, prioritized solutions, and collaborated with stakeholders across the entire organization to implement enhancements.
• Facilitated Strategic Initiatives - Spearheaded cross-functional company initiatives to improve operational performance and align with strategic goals.
• Change Management - Led change management efforts, ensuring seamless adoption of new processes and tools through effective communication, training, and stakeholder engagement.
• Training Program Development - Designed and managed a highly effective NobelBiz Training Program, ensuring alignment with organizational objectives and customers needs.

• Team Leadership and Coordination - Managed and led a 35+ member Customer Care Team spanning 9 countries, ensuring alignment with the company's vision and strategic goals.
• Global Hiring and Onboarding - Partnered with HR, to successfully recruit and onboard talent in completely new environments, building high-performing teams across utmost diverse markets.
• Revenue Growth and Contact Center Transformation - Transformed an inbound contact center into an omnichannel, revenue-generating operation through effective upselling and cross-selling strategies, increasing team-generated revenue by 30%.
• Feedback Management Redesign - Streamlined and implemented new Feedback Management processes, improving resolution efficiency and enhancing customer satisfaction.
• Operational Transformation - Directed key operational changes, including the successful implementation of critical tools to enhance workflow and productivity. Decreased repetitive tasks by 20%.
• Training and Retention Strategy - Designed and executed a comprehensive training and retention program, reducing training time by 30% and lowering employee turnover by 40%.
• Cross-Functional Collaboration - Partnered with internal teams, including Product Development, to drive system improvements, contributing to every stage of the development lifecycle.
• Customer Satisfaction and Cost Optimization - Analyzed performance, identified trends, and initiated targeted actions to maximize customer satisfaction while optimizing operational costs.
• Continuous Improvement - Fostered a culture of continuous improvement by encouraging feedback from team members and clients alike, using insights gathered to drive ongoing enhancements to retention strategies.

• Agent Training and Quality Assurance - Trained agents on new products, procedures, tasks, and projects, ensuring quality compliance and continuous improvement in customer care skills.
• Customized Training Programs - Restructured the training curriculum and developed personalized training plans for each Business Unit, enhancing product knowledge and system application proficiency.
• Policy and Procedure Implementation - Actively contributed to policy and procedure changes, driving the effectiveness of training programs and operational consistency.
• Performance Monitoring and Evaluation - Regularly monitored and evaluated agent performance across key areas, including: quality compliance, customer care skills, company policy adherence, product knowledge, system application proficiency, effectiveness of training programs.
• Process Improvement - Identified strengths and weaknesses in performance, developed actionable solutions, and implemented improvements to optimize processes and outcomes.
• Feedback Collection and Collaboration - Centralized and analyzed customer feedback, collaborating with stakeholders across business units to enhance service delivery.
• Subject Matter Expertise -Acted as a Subject Matter Expert (SME) for a wide range of products and internal systems across 5+ business units, ensuring cross-functional support and guidance.

• Team Development - Coached and provided actionable feedback to 6+ team members, enhancing individual and team performance.
• Performance Improvement Strategies - Monitored team KPIs, designed tailored strategies to improve metrics, and elevated overall customer experience.
• Communication Facilitation - Bridged communication between upper management and entry-level employees, fostering collaboration and alignment on company goals.
• Performance Reviews - Designed and implemented a comprehensive performance review process to drive continuous improvement and employee engagement.

• Customer Support - Assisted customers via email and chat, providing product information and managing complaint resolution with a focus on delivering a seamless experience.
• Feedback Management - Collected and managed customer feedback, liaising with business units to address issues and improve customer experience.
• Complaint Management - Handled escalated complaints efficiently, ensuring timely resolutions and customer satisfaction.

• Fraud Monitoring and Prevention - Monitored transactions to detect fraudulent patterns and implemented preventive measures, reducing the risk of financial loss.
• Charge Issue Resolution - Addressed charge issues with payment gateways and card processors, ensuring smooth and secure transaction processing.
• Training and Knowledge Sharing - Conducted training sessions and provided feedback to the Customer Service team to improve fraud prevention procedures and enhance operational awareness.
• Collaboration with Teams and Vendors - Liaised with internal teams and external vendors, including payment processors, to manage system downtimes and minimize potential revenue loss.
• Proactive Risk Management - Developed and refined processes to identify emerging fraud trends, strengthening overall risk mitigation strategies.

• Order Management - Processed orders efficiently, providing customers with accurate product information to drive revenue growth.
• Complaint Resolution -Resolved customer complaints with empathy and professionalism, leading to increased customer loyalty and repeat business.
• Conflict Management - Effectively managed high-stress situations, maintaining composure and professionalism while resolving disputes or conflicts, often de-escalating intense situations.
• Customer Engagement - Responded to customer inquiries regarding products, services, and company information, ensuring timely and accurate responses.
• Sales Growth and Upselling - Contributed to sales growth by upselling relevant products and services, tailoring recommendations to individual customer needs.