Livia Pintilie

As back up for the Process referent my responsabilities are to

• Maintain updated knowledge through continuing education and advanced training.
• Conduct comprehensive research and data analysis make safe decisions on specific cases
• Provided support and guidance to colleagues to maintain high quality of the deliverables.
• Have good understanding of bank regulations and risk assesement.

• Maintain records detailing current, prospective and declined client profiles for further analysis and future reference in negotiation of new contracts and new client intake.
• Request financial documents from customers.
• Assess customer credit files regularly to review receivables.
• Review customer data to ascertain level of risk involved.
• Maintain updated knowledge through continuing education and advanced training.
• Manage time effectively to ensure tasks are completed on schedule and deadlines are met.

As a quality controller my responsibilities were to:

• Identify and track errors in files treated by analysts (accurate data entering, setting up the commercial relationship, client document analysis, fraud identification, compliance with the procedure and updates); after giving the feedback for the analysts I would keep track of the correction of the identified errors (quality assurance);
• Perform quality control, ensure SLAs are met in terms of KPIs, client satisfaction, compliance to procedures and laws, escalate as needed;
• Report monthly/quarterly and annualy error balances, risks identified to ensure a great visibility forthe stakeholders;
• Monthly mandatory report and assesses the identified risks; For this type of control reporting in a certain deadline would be mandatory; not respecting the deadline would have severe implications;
• Optimize key processes and propose solutions;
• Provide feedback on controls and processes;
• Annually mandatory correction and update the control procedure, create procedures for new flows if needed;
• Create and present corrective action plans, create reports for stakeholders;
• Assist with audit, regulatory, and internal testing requests;
• Perform tasks in given deadlines;
• Lead working groups to agree on and execute corrective actions;

In my QC activity I would interact with Process Referents, Team Leads, DMs and France stakeholders

in meeting or other written ways of communication;

As a QC on the Remediation Project I was responsible for verifying client's revenues and overall

coherence of their files;

In addition to trainings made by the process referents I would ensure shadowing for new joiners,

create and provide all documentation needed for an independent skill development.

As interacting with sensitive information on a daily basis I understand the responsalility of

confidentiality, discretion and I respect non-disclosure agreements relevant to the projects and

stakeholders I work with and do not discuss the specifics of my work with people not authorised or in my personal life.

To carry out my specific quality controller activity I needed an advanced level of french language.

The QC activity was an extraordinary learning and growing experience for me, satisfying and

challenging and I am gratefull for the opportunity of being part of a special team.

• Managing incoming calls and customer service inquiries;
• Identifying and assessing customer needs to achieve satisfaction;
• Resolving customer complaints;
• Negotiate payement plans for mobile phone network clients;
• Handle questions and complains

• Handled customer complaints;
• Answer customer questions;
• Resolved issues and troubleshooted technical problems;
• Delived information about a company's offerings;
• Informing customers about real or potential product/service issues;

• Answered incoming phone calls;
• Provided customer support;
• Selled the company's products;
• Promoted company news;
• Used computer systems to record conversation details;
• Updated customer records;
• Handling service issues;
• Resoled highly technical problems;
• Ensured the maximum value from existing and new customers;
• Activating subscription feature requests;