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
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
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
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
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