Octavia Elena BUSE
Customer Account Operations Manager
Bucharest
Summary
Highly skilled in account management, global business processes, and customer relationship management. Professional experience in areas such as eCommerce process and capabilities for B2B eCommerce team, business process manager, compliance officer, internal auditor at HP, and customer service representative. With almost 17 years of working experience at HP, I have developed strong analytical thinking and the ability to quickly learn new concepts. Attention to detail and results-oriented mindset make me a customer-centric professional. Able to understand and interact with individuals from different regions and functions. Demanding and energetic professional with the objective of achieving tangible results. Demonstrated ability to drive beneficial change for the company and its customers. Possess skills to coordinate virtual teams to reach specific goals. Resilient change agent able to rally the troops in fast-paced environments. Self-motivated with a steep learning curve, always ready to take on new challenges.
Overview
26
26
years of professional experience
2012
2012
years of post-secondary education
3
3
Languages
Work History
Account Operations Manager for Top Accounts
Hewlett Packard Enterprise
05.2018 - Current
- Customer focus, excellent communication and networking skills with both internal and external customers and partners
- Coordinating the operational business relationship with global HP Enterprise customers
- I collaborate closely with customers and sales to ensure seamless operational delivery
- Primary escalation points for key Client and Internal stakeholders
- Negotiate the Operational terms and conditions of the contracts with multinational customers
- Represent the escalation point of contact for customer VPs and high management
- Present quarterly company performance and sales reports in face-to-face meetings with customer VPs, prepare issue list and action plan and establish the commercial and operational objectives for the next quarter
- Lead and coordinate dedicated account teams, to meet customer objectives and increase customer satisfaction
- Coordinate the activity in all regions, to ensure the same service quality delivery to the customers
- Provide high complexity reports of sales for my company’s high management
- Lead various projects for improving customer satisfaction and internal communication between cross functional teams
- Implement structural process improvements and drive TCE initiatives to increase customer satisfaction
- Be part of Account Team and provide consultancy in every stage of deal life cycle
Business Process Manager
Hewlett Packard Enterprise
08.2017 - 04.2018
- Customer Setup Specialist
- Area of expertise: customer data management, invoicing, tax, logistics
- Business process definition and continuous improvement impacting activities performed by Commercial Sales Support and Global Business Service
- Communicate and become focal point for process questions
- Keep your Process documentation current and control revisions including takeover of project deliverables
- Be empowered and responsible for your X-BU process compliance and regular audits
- Training packages definition and delivery to the Operational teams (approx
- 500 people)
- Perform internal audits for the processes captured within the domain
- Business requirements prioritization, business testing coordination, capabilities documentation and training to the regional users
- Level 3 support and issue management coordination with the EMEA User Support and IT Dev team
- Report management coordination
- User compliance supervision
Process Manager and eCommerce Product Analyst
Hewlett Packard Enterprise
05.2016 - 08.2017
- Increase usage of eCommerce B2B in EMEA
- The number of electronic orders increased by 6% in Q4 2016
- Analyze product and configuration customer is using for B2B integration
- Develop the program’s strategy, governance, plan and drive execution
- Build & maintain the planning workflow
- Manage & track project risks, issues, actions, decisions and change requests, escalations, status reporting
- Deep dive products analysis as required
- Develop and deploy training on the process
- Work closely with the Marketing department on the advertisement of HPE products and services on the B2B portals
- Keep the interface to the worldwide standards and functions
Compliance Officer
Hewlett Packard Enterprise
10.2015 - 05.2016
- To be GREEN on the External Audits we have quarterly or yearly
- Reviews and reports on the adequacy of internal controls, the accuracy of transactions, effective and efficient use of HP assets, and the level of compliance with HPE policies and procedures
- Reviews and provides recommendations for improving compliance with key internal processes with predefined standards
- Provides assertion on mitigated risk (Financial, Operational, Statutory and Strategic) for the organization audited
- Performs audit and assurance activities for a variety of financial, operational and IT processes and controls, as well as forensic and fraud mitigation procedures, based on experience, ability and departmental needs
- Applies basic foundation of a function's principles, theories and concepts to assignments of limited scope
- Uses professional concepts and theoretical knowledge acquired through specialized training, education or previous experience
- Develops expertise and practical knowledge of applications within business environment
- Acts as team members by providing information, analysis and recommendations in support of team efforts
- Exercises independent judgment within defined parameters
- Audits business processes and performs internal audits
- Perform tasks that involve identifying inherent and residual risks and helps conduct risk-based audits
- Provides research and data analysis support for projects
- Analyzes audit data and prepares results report
- Stays abreast of new audit developments
Internal Auditor
Hewlett Packard
05.2010 - 10.2015
- Implement and perform controls for different areas where we had any issue during the Internal or External audits
- Offer consultancies for all the employees on compliancy topics
- Coordinate Internal Control Process
- Assist management in setting up the appropriate control environment
- Perform Internal Control Review Process
- Assist Management in performing the Risk Assessment, Sarbanes-Oxley (SOX) process
- Follow-up action plans and Report to the Management the status of the corrective actions
- Assist Management in the development of local procedures
- Participate to operational projects as a “consultant” and implement controls for those projects
- Create audit & compliance training packages and controls for newcomers
- Train Newcomers on compliance
- Support the execution agents for any question related to audit & compliance
Customer Service Representative - Global Accounts
Hewlett Packard
04.2008 - 05.2010
- Act as the primary contact for Customer, country Order Management Team and Sales Team
- Main responsibilities: serving as single point of contact for the global enterprise customers (DHL, Procter & Gamble) related to orders, claims, invoice queries; end-to-end order management; claims management; disputed invoices management
- Provide assistance and support within the area of order fulfillment
- Validate order transaction data through a variety of documents and systems
- -Ensures accuracy/completeness of information and compliance with the company’s terms and conditions as well as customer specific procurement guidelines
- Proactive backlog monitoring of orders using defined tools and reports
- Complementary activities: Involved in the weekly audit samples for Global Team
Surveillance Officer
Norwegian Cruise Line
01.2005 - 01.2008
- Manage day-to-day operation of Surveillance Department
- Extensive Casino and Hotel operation
- Report directly to Surveillance Manager
- Liaise on a daily basis with the vessels senior Officers
- Conduct independent audits of various financial
- Be familiar with and conduct audits of Micros/Fidelio and DRS or any other computer-generated accounting Systems
- Investigating all security and safety issues and reporting to Surveillance Manager
- Close monitoring of the casino gaming and analyzing the game holding percentages
- Observe games and staff to reach ultimate standard on gaming security and be compliant with company policies and procedures
- Close monitoring of the whole Hotel operation (2800 guest and 1100 employee) to ensure all company P&P in place being followed and complied reports of nonconformities
- Monitor and record safety drills, bunkering, storage, baggage handling activities
- Monitor and record port time operations with special emphasis on compliance with Vessel Security Plan
Administrator & Head Cashier
Companies National Lotteries
01.2000 - 01.2005
- As an employee at National Lottery, we promote only legal and responsible gaming in all aspects of the work, including in terms of developing, selling and marketing the products and activities
- The employee will inform the public in a clear and balanced, so that they opt for the game knowing the rules of portfolio lottery games
Surveillance Officer
Royal Casino
01.1999 - 01.2000
- Observe casino or casino hotel operations for irregular activities such as cheating or theft by employees or patrons, using audio/video equipment and one-way mirrors
- Report all violations and suspicious behaviors to supervisors, verbally or in writing
- Monitor establishment activities to ensure adherence to all state gaming regulations and company policies and procedures
- Act as oversight and security agents for management and customers
- Monitor stations and games and move dealers from game to game to ensure adequate staffing
- Report on customer-related incidents occurring in gaming areas to supervisors
Education
International Relations and Affairs -
University DIMITRIE CANTEMIR
Law and Public Administration - undefined
University SPIRU HARET
College - undefined
Technic Media College
01.2004 - 01.2008
Skills
Problem-Solving Skills
Timeline
Account Operations Manager for Top Accounts
Hewlett Packard Enterprise
05.2018 - Current
Business Process Manager
Hewlett Packard Enterprise
08.2017 - 04.2018
Process Manager and eCommerce Product Analyst
Hewlett Packard Enterprise
05.2016 - 08.2017
Compliance Officer
Hewlett Packard Enterprise
10.2015 - 05.2016
Internal Auditor
Hewlett Packard
05.2010 - 10.2015
Customer Service Representative - Global Accounts
Hewlett Packard
04.2008 - 05.2010
Surveillance Officer
Norwegian Cruise Line
01.2005 - 01.2008
College - undefined
Technic Media College
01.2004 - 01.2008
Administrator & Head Cashier
Companies National Lotteries
01.2000 - 01.2005
Surveillance Officer
Royal Casino
01.1999 - 01.2000
Law and Public Administration - undefined
University SPIRU HARET
International Relations and Affairs -
University DIMITRIE CANTEMIR
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