MIHAELA STÎLPEANU
Campulung Muscel,AG
Summary
Highly efficient Quality Mentor well established in fast-paced and challenging environments. Eager to learn with aptitude for applying new knowledge with skill and efficiency.
Overview
10
10
years of professional experience
Work History
Quality Mentor
Foundever
Work At Home
01.2021 - Current
- Monitoring both new and tenured agents and providing feedback by following quality standards and procedures; helping agents to improve their performance
- Conducting Mock Calls and Certifications with new agents
- Have spent 3 weeks in Morocco helping this new site to start working on the project.
- Promoted a growth mindset among agents, encouraging them to view setbacks as opportunities for learning and growth.
- Offered constructive feedback on agents progress, enabling them to refine their skills and enhance their potential.
- Aligned mentoring activities with organizational objectives to drive overall improvement and support the mission of the account.
Customer Service Representative With English
Foundever
Work At Home
03.2020 - 01.2021
- Promptly and methodically responded to customer inquiries showing warmth and willingness to help in each interaction
- Achieved a great NPS by making each interaction matter and by using a nice, kind and friendly approach in handling calls.
- Handled over 40 incoming calls per day from customers.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
Business English Trainer
International House, Bucharest
Campulung Muscel
01.2014 - 01.2019
- Successfully coached, mentored and prepared over 30 managers and engineers in LafargeHolcim Group to better perform their job responsibilities by improving their English skills
- Demonstrated the ability to achieve desired results
- Clearly established performance objectives and evaluation criteria
- Built rapport and a positive atmosphere of trust and respect.
Education
Master of Arts - Current Romanian Language Structure
University of Pitesti
Piteşti, AG01.2013
Bachelor of Arts - Language and Literature: Romanian English
University of Pitesti
Piteşti, AG01.2009
Skills
- Proficient in learning new tasks quickly
- Able to keep up with fast-paced workplaces and ever-changing technologies
- Skilled at providing positive reinforcements to achieve results
- Aware of quality importance when providing a service
- Polite, tactful, empathetic personality
- Dedicated to inspiring others and promoting harmony
- Goal Setting
- Teamwork and Collaboration
- Progress Monitoring
Hobbies and Interests
- Travelling
- Dancing
Timeline
Quality Mentor
Foundever
01.2021 - Current
Customer Service Representative With English
Foundever
03.2020 - 01.2021
Business English Trainer
International House, Bucharest
01.2014 - 01.2019
Master of Arts - Current Romanian Language Structure
University of Pitesti
Bachelor of Arts - Language and Literature: Romanian English
University of Pitesti