Madalina Bacanu

Work History

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;

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;

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;

Gradinita nr. 189

Bucharest

05.2018 - 09.2018