Office 365
Madalina Bacanu
Project Manager
Summary
- Client Champion Winner Award;
- Determined and good decision-maker;
- Focused on company's goals and wellbeing of the team;
Overview
4
4
years of professional experience
16
16
years of post-secondary education
2
2
Languages
Work History
Project Manager
Ascensos Contact Centre Srl
Bucharest
10.2021 - Current
- Maintaining the relationship with the external client;
- Developing a detailed project plan to track progress;
- Carrying out various reports, analyzing them, and proposing solutions for various aspects to be improved (project and/or team level);
- Making sure the entire team is aligned with the client KPI's;
- Holding Weekly Business Review with the Operational Managers and the client;
- Delivering Daily Results reports to the client, as well as the entire team;
- Managing the team to retain staff, encourage performance and creativity, and involvement in the professional development of subordinates;
- Holding interviews for potential newcomers and helping them "nesting" to ensure they are aligned with the client's requests;
- Creating Written Warnings and holding sessions with the HR department to take disciplinary actions in accordance with the Internal Regulations of the business;
- Responsible for the Multilingual Team;
- Performing Quality Control on the project throughout development to maintain the standards expected;
- Adjusting schedules and target as needed for the project;
- Identified plans and resources required to meet project goals and objectives;
- Drove team success through shared vision and recognition of quality performance;
Customer Service Analyst
Ascensos Contact Centre Srl
Bucharest
09.2019 - 10.2021
- Answered customer telephone calls promptly to avoid on-hold wait times;
- Assisted customers with setting appointments, special order requests;
- Collected customer feedback and made process changes to exceed customer satisfaction goals;
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns;
- Escalated cases to relevant departments when needed;
- Managing customer orders and accounts;
- Responded to customer requests, offering excellent support and tailored recommendations to address needs;
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences;
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals;
- Investigated and resolved accounting, service and delivery concerns;
Customer Service Representative
Teleperformance Romania Srl
Bucharest
10.2018 - 08.2019
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns;
- Recorded account information to open new customer accounts;
- Clarified customer issues and determined root cause of problems to resolve product or service complaints;
- Answered customer telephone calls promptly to avoid on-hold wait times;
- Updated account information to maintain customer records;
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions;
- Responded to customer requests for products, services and company information;
- Reached out to customers after completed sales to suggest additional service or product purchases;
- Educated customers about billing, payment processing and support policies and procedures;
English Teacher
Gradinita nr. 189
Bucharest
05.2018 - 09.2018
- Prepared and implemented lesson plans covering required course topics;
- Administered assessments and standardized tests to evaluate student progress;
- Explored and implemented innovative use of technology in language education;
- Cultivated relationships with parents for complete support network;
Education
-
10.2015 - 10.2018
High School Diploma -
09.2011 - 09.2015
J.D. -
09.2002 - 09.2011
Skills
Salesforce
Project Management
Zendesk
JIRA Atlassian
SAP
Technical Support
XM360
MS Office
Key Performance Indicators
Operations management
Teamplayer
Performance Evaluations
Testing and Conversion Plans
Strategic planning
Team Bonding
Staff Management
Attention to Detail
Multitasking Abilities
Client Engagement
Excellent Communication
Analytical and Critical Thinking
Cultural Awareness
Planning and Coordination
Written Communication
Google Workspace
Decision-Making
Payroll and budgeting
Scheduling
Accuracy and efficiency
Continuous Improvement
Query execution
Presentation materials
Performance metrics evaluation
Business planning
Operations analysis
CRM
Software
Salesforce
SAP
CRM
Zendesk
JIRA Atlassian
PuTTy
AWS Amazon
Timeline
Project Manager - Ascensos Contact Centre Srl
10.2021 - Current
Customer Service Analyst - Ascensos Contact Centre Srl
09.2019 - 10.2021
Customer Service Representative - Teleperformance Romania Srl
10.2018 - 08.2019
English Teacher - Gradinita nr. 189
05.2018 - 09.2018
Universitatea Bucuresti - ,
10.2015 - 10.2018
Colegiul National "A.I Cuza" - High School Diploma,
09.2011 - 09.2015
Scoala Gimnaziala "Virgil Mazilescu" - J.D.,
09.2002 - 09.2011