Hi, I’m
Manuela Miscenco
Iasi
Summary
As a team manager, I specialize in fostering both team and project growth. Through effective leadership and strategic planning, I inspire individuals to reach their full potential. My focus on optimizing workflows and nurturing talent has consistently led to impressive project outcomes.
I am adept at handling administrative responsibilities, conflict resolution, and creating strategies to optimize workflow. Through a combination of strategic planning and a hands-on approach, I consistently drive teams to exceed expectations and achieve exceptional results.
Overview
7
years of professional experience
Work History
IntelligentBeeIasi
Team Manager
04.2022 - Current
Job overview
- Monitored team performance, tracked progress towards goals, identified areas of improvement and provided feedback to employees.
- Created a positive work environment by setting clear expectations and providing resources necessary for success.
- Ensured adherence to company policies, procedures, regulations and laws while maintaining an ethical workplace culture.
- Resolved conflicts between team members in a timely manner to maintain harmony within the team.
- Conducted regular meetings with staff to discuss progress on projects, provide updates on changes in policy or procedure, and address any issues that need to be addressed.
- Provided guidance, coaching and mentoring to individual team members as needed to help them reach their full potential.
- Managed daily operations of the team including scheduling shifts, assigning tasks, tracking attendance and approving time off requests.
- Established effective communication channels between departments to ensure information is shared accurately and efficiently.
- Set objectives for teams based on organizational goals; monitored performance against targets; provided feedback and took corrective action when needed.
- Recruited qualified candidates through job postings, interviews and referrals; evaluated resumes and applications; extended offers of employment.
- Created shift schedules and coordinated with team members to maintain sufficient staffing levels during employee absences.
- Partnered with upper management and HR to identify effective resolutions for employee relations issues.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Monitoring chats/tickets and CSATS/DSATS or other performance indicators;
- Having monthly evaluations for the support team and their performance and ensure an evaluation scheme and a career path for each team member
- Monthly 1:1s with every team member
AlmavivAIasi
Team Leader
04.2020 - 05.2022
Job overview
- Coordinated team activities and delegated tasks to ensure efficient completion of projects.
- Improving the quality of the team raising by 15% and help improve the productivity by raising the SLA from 85% to 90%
- Conducted regular performance reviews to assess individual team member progress.
- Provided coaching and feedback on employee performance, encouraging professional development.
- Created training materials and conducted group trainings on new processes or procedures.
- Assisted with recruitment efforts by interviewing potential candidates and providing input on hiring decisions.
- Monitored daily workflow to ensure adherence to established policies and procedures.
- Established clear expectations for employees, providing guidance when needed.
- Held weekly staff meetings to review project updates, discuss issues, and brainstorm solutions.
- Reviewed customer service surveys and implemented strategies to improve customer satisfaction ratings.
- Resolved customer complaints in an effective manner while maintaining a high level of customer service.
- Facilitated communication between cross-functional teams within the organization.
- Participated in regular meetings with senior leadership to provide updates on team progress.
- Offered training and support to keep team members motivated and working toward objectives.
- Delegated daily tasks to team members to optimize group productivity.
- Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
- Completed daily quality assurance duties to provide feedback for improvements.
- Maintained positive working relationship with fellow staff and management.
- Monitored operations and reviewed records and metrics to understand company performance.
AlmavivAIasi
Quality Coach and Trainer
10.2019 - 04.2020
Job overview
- Developed and delivered quality improvement training to employees.
- Analyzed customer feedback surveys to identify areas for improvement.
- Provided guidance and mentoring to team members on best practices in quality control.
- Developed, implemented, and monitored key performance indicators related to product quality.
- Coached team members on problem solving techniques in order to improve product quality.
- Reviewed existing procedures for accuracy and effectiveness, making recommendations for changes as needed.
- Led investigations into customer complaints regarding product defects or deficiencies.
- Assist in planning and coordinating feedback to promote ongoing communication.
- Leading performance reviews for team members.
- Creating reports for the director of customer services.
- Motivating customer service team to meet goals.
AmavivAIasi
Customer Service Executive
05.2019 - 10.2019
Job overview
- Provided prompt and courteous service to customers via phone, email, and chat.
- Resolved customer complaints in a timely manner while maintaining professional attitude.
- Part of the Guest Support Team/Tier 1 for Houst. (British company with offices in UK, France, Spain, Portugal, Australia.)
Inbound calls regarding AirBnb/Expedia/Booking.com from our guests in order for us
to guide them. - Verifying our guests information and offer them details when needed while processed
their bookings. - Assisted with customer inquiries related to product information, order status, returns and exchanges, billing issues and more.
- Processed orders accurately and efficiently in accordance with company policies.
- Identified opportunities for process improvement within the customer service department.
- Performed follow-up calls to customers regarding their inquiries or orders.
- Developed strong relationships with customers by providing knowledgeable advice on products and services.
- Provided technical support when necessary to resolve complex problems.
- Participated actively in weekly meetings held by the Customer Service Manager.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Trained and motivated team members to strengthen customer service strategies and boost satisfaction levels.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
PhotohotelBugiba
Photographer
09.2017 - 11.2018
Job overview
- Compose creative shots from different angles that are visually appealing.
- Assist in planning setup of shoots including location scouting.
- Deliver quality products within deadlines established by clientele.
- Photographed special events, parties and portraits.
- Explained price and package details to customers.
- Scouted locations and curated props for photography shoots.
- Maintained various studio equipment.
- Took pictures of individuals, families and small groups in studio or on location.
- Coordinated and completed photoshoots for individuals, families and small groups.
- Tested equipment prior to use, verifying good working order.
- Enhanced, retouched and resized photographs and negatives using airbrushing and other techniques.
SC OPTIMA SOLUTIONS SERVICES SRLIasi
Senior Sales Representative
11.2016 - 09.2017
Job overview
- Negotiated terms of sale with customers to maximize profits.
- Trained new sales representatives;
- Providing continuous support and motivation to the rest of the team;
- Coordinating the team;
- Creating and providing productivity and sales reports to higher management;
- Checking the procedures used by the team to be up to date and that they are applied correctly
- Coached junior staff members on effective communication techniques when dealing with customers.
- Made outbound sales calls to contact prospective leads, using effective communication skills.
Education
Alexandru Ioan Cuza Iasi
Bachelor of Science from Geological Engineering
06.2015
Skills
- Performance Coaching
- Customer Relationship Management
- Recruitment and Hiring
- Hiring and Training
- Good Judgment
- Shift Scheduling
- Onboarding and Orientation
- Goal Setting
- Team Leadership
- Employee Coaching and Mentoring
- Employee Scheduling
- Team Building
- Customer Service
- Staff Management
- Task Delegation
- Staff Training
- Schedule Oversight
- Performance Evaluations
- Verbal and Written Communication
- Training and Development
- Team Development
Affiliations
- Book reader
- Traveler
- Board games
- Photography
Languages
Romanian
First Language
English
Advanced (C1)
C1
French
Elementary (A2)
A2
Italian
Elementary (A2)
A2
Spanish
Beginner
A1
Timeline
Team Manager
IntelligentBee
04.2022 - Current
Team Leader
AlmavivA
04.2020 - 05.2022
Quality Coach and Trainer
AlmavivA
10.2019 - 04.2020
Customer Service Executive
AmavivA
05.2019 - 10.2019
Photographer
Photohotel
09.2017 - 11.2018
Senior Sales Representative
SC OPTIMA SOLUTIONS SERVICES SRL
11.2016 - 09.2017
Alexandru Ioan Cuza
Bachelor of Science from Geological Engineering
Similar Profiles
Mihaela ȚîrdeaMihaela Țîrdea
Technical Support Engineer L3/Team Leader at IntelligentBeeTechnical Support Engineer L3/Team Leader at IntelligentBee
Dragos - George CheptanaruDragos - George Cheptanaru
Producer at Carpathian Motion Pictures S.R.LProducer at Carpathian Motion Pictures S.R.L
Luca AlexandruLuca Alexandru
Level 2 Functional Support Engineer at Alten ADC IasiLevel 2 Functional Support Engineer at Alten ADC Iasi