Monica Ursu

Work History

Bittnet Training

01.2021 - Current

Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer success team.
Monitored metrics and developed actionable insights to improve efficiency and performance.
Played instrumental role in client satisfaction by working with operational and sales teams for proper resolution of service issues.
Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
Generated reports and communicated results to stakeholders to provide insights into customer success.
Utilized customer feedback to inform changes and improvements to customer success plans.
Defined clear targets and objectives and communicated to other team members.
Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
Created and maintained comprehensive customer success documentation for internal and external use.

Bittnet Group

06.2018 - 01.2021

Consulted with individual business units to determine desired learning outcomes..
Communicated all learning and performance objectives, schedules, and training assessments to upper management.
Analyzed effectiveness of training programs at all levels and recommended updates.
Met organizational objectives, strengthened teams and increased individual employee productivity by designing customized training courses.
Reported on ROI based on pre- and post-training behaviors, metrics and skills assessments.
Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
Reached out to potential customers via telephone, email, and in-person inquiries.
Established relationships with key decision-makers within customer's organization to promote growth and retention.
Negotiated and closed long-term agreements with new clients in assigned territory.
Performed client research and identified opportunities for account growth, account penetration and market expansion.
Established key performance indicators to track and analyze business progress and adjust strategies accordingly.

Bittnet Group

06.2018 - 10.2020

Bittnet Training is the IT training market leader in Romania and an IT Integrator with 10 years of experience in delivering high-quality IT training, services and solutions.
Ever since its inception, Bittnet, has been the materialization of our desire of doing business „differently” from what everyone is used to. My main activities were:
Contributed to team objectives in fast-paced environment.
Built diverse and consistent sales portfolio.
Generated leads through networking, cold calls and industry connections.
Renegotiated contracts with expiring accounts to continue relationships with current company clients.
Reviewed orders and client requests to streamline delivery services and resolve material shortages.

01.2015 - 06.2018

R.A.N International provides enterprise solutions for licensing, permitting and compliance, grants, courts and justice, and freedom of information
The company offers solutions based on a web-based commercial-off-the-shelf product that enables business process automation for local, county, state, and provincial government agencies
Monica Ursu - page 1
I am involved in multiple projects of the company in different areas around the world (Mauritius,
Senegal, Romania, India, Ivory Coast, UAE)
Accountable for managing the delivery of critical projects, and for providing managerial support for all the projects conducted by the company
Also responsible for providing monthly financial and technical updates of any known issues/risks to the company's CEO
Duties:
Responsible for costing, estimating and planning projects
Preparing Project Initiation documentation
Responsible for ensuring best value is obtained for the project including supplier base, use of internal and external resources
Maintaining and completing Project Key Performance Indicators
Writing detailed and summarized project progress reports
Identifying, costing and processing any contract variations
Tracking activities against the detailed project plans
Updating project plans to include agreed changes
Producing accurate financial reports
Ensured staff and sub contractors time sheets were accurately completed
Generating Work Packages and Work Instructions
Provided project support for all off site activities.

Raiffeisen Bank

09.2008 - 12.2014

Handle financial transactions at high-volume branch in downtown business district
Manage deposits, withdrawals, transfers and check cashing; verify customer identification, signature and balance information; process loan payments; and open/close accounts
I performed as a team member in cross- selling bank products to customers at every opportunity to meet sales goals regarding accounts, credit cards, and loans
Duties:
Assisted customers on a daily basis with their accounts while providing exceptional customer service
Promoted the benefits of our company's products rather than the basic information in order to build a better relationship with customers and match them with a product based on their own individual needs
Kept current on banking policies and procedures including storage of various business items; hosted weekly meetings and ensured audit details were understood and adhered
Oversaw ATM balances, refilled cash as needed, and ensured the system was in good working order
Ensured cash drawer was balanced and all supporting documentation was in line with cash receipts and client transactions
Mentored and coached new bank tellers
Provided reports analyzing preferred customers' financial status in support of sales of new products and opportunities.

Pakone Trade, Monica Ursu

05.2012 - 09.2014

Having overall responsibility for the recruitment polices of the company and also the welfare of the staff
Also managing the information held on the HR database and personnel files to ensure it is updated in a timely and accurate manner
Ensuring that only the best candidates with the right qualifications, skills and experience are employed
Writing informative job descriptions
Negotiating advertising rates with newspapers & online job boards & then placing job adverts with them
Drafting offers of employment and promotion
Providing guidance to work colleagues and senior company management on all employment matters.

Ady-Ema Com

10.2004 - 05.2008

Months) -Achieved maximum sales profitability, growth and account penetration within an assigned territory and/or market segment by effectively selling the company’s products
Promoted orders from existing and prospective customers through a relationship-based approach
Established, developed and maintained business relationships with current customers and prospective customers in the assigned territory/market segment to generate new business for the organization’s products -Analysed the territory/market’s potential and determinated the value of existing and prospective customers value to the organization