Olga Barbu
Bucharest
Summary
- My experience includes managing people, processes and projects by working with Managers, Directors and Senior Directors from various departments of company.
- Coordinate projects in time and budget (e.g implement Collection System, Organization change management and human resource transformation, implement ticketing system for technical Call Center, process reengineering related to cost reduction in Collection and Claims areas)
- Projects conducted to improve customer satisfaction & efficiency - reduce with 20% number of claims; implement collection system to reduce manual work and no. of FTE, reorganize and centralized back-office activity;
- Committed manager with excellent leadership, organizational skills and communication abilities leads high-performing cross-functional teams. Leads projects, company operations and business growth.
Overview
25
25
years of professional experience
Work history
Regional Manager
EOS KSI Romania
Cluj
2017.11 - Current
- Develop and implement collection strategies to achieved monthly targets.
- Managed the relationship with bailiff and lawyers in order to achieve a long-term successful working partnership.
- Established and maintained operational standards for 5 locations across region.
- Achieved business objectives and benchmarks through strategic planning.
- Budgeting the quarterly targets.
- Participate in the recruitment, selection and orientation at work processes.
- Maintained regular contact and strong relationships with existing customers by providing comprehensive support.
- Developed new ideas and thought creatively to grow business and enhance profitability and revenue.
- Produced regular reports with in-depth detail of portfolios performance.
- Collected customer and market feedback and reported information to company leadership.
- Interfaced with customers, determined needs, provided recommendations and negotiate payment terms .
- Supervising a team of 5 Supervisors and 40 legal & field consultants.
Manager
Telekom Romania SA
Bucharest
2010.03 - 2017.10
- Collection & Billing Back Office -, Develop and implement collection strategies and credit policies to ensure minimum bad debt and involuntary churn for fix and mobile customers;
- Manage end-to-end the collection process for debtor accounts from early collection until debt sale.
- Manage the relationship with partner collection agencies and participate in the negotiation processes for outsourcing part of the collection activities.
- Created and presented accurate, detailed financial forecasts.
- Being observant of the company's overall commercial strategy.
- Participate in the recruitment, selection and orientation at work processes.
- Managing a team of 60 professional internal and outsourced employees.
- Responsible for part of the customer life cycle, billing chain from invoice development to payment.
- In charge with designing and supporting strategies in subordinated areas, handling over 100 million EURO turnovers/year.
- Budget management of over 5 million EURO/year.
- Created monthly reports on money owed, outstanding balances and financial losses to keep up-to-date and follow-up on debts.
Claims Manager
Romtelecom SA
Bucharest
2009.03 - 2010.03
- Lead, develop and motivate a team of 7 Team Leaders, and 60 Customer Service Representatives.
- Contribute in developing and implementing departmental business plan and sustain company strategic objective.
- Build and maintain a strong relationship with other departments.
- Manage the internal processes (departmental and cross-functional) to achieve targets.
- Managed recruiting, training, evaluation and mentoring programs.
- Identify dissatisfaction root causes, quantify the impact, develop and work closely with relevant business units to ensure that corrective actions are implemented.
- Responded to customer inquiries and resolved issues promptly to maintain client satisfaction.
- Worked cross-functionally, communicating with team members at multiple levels to deliver first-class customer service.
- Updated CRM systems with accurate customer information to enhance sales tracking.
Branch Manager
Makler SRL
Bucharest
2008.07 - 2009.03
- Planning commercial activities for the agency's portfolio.
- Analyzing the market and identifying specific business opportunities.
- Arranging appointments with potential partners.
- Determining the adequate moment for the business proposal.
- Measuring objectives to be followed in the negotiation.
- Elaborating the financial offer according to the delivered performances and the expectations.
- Participating to the drawing up of necessary budgeting reports;
- Achieved exceptional client satisfaction feedback and ratings.
- Carried out sales visits to current and prospective customers.
- Maintained regular contact and strong relationships with existing customers by providing comprehensive support.
- Prioritized and followed up on critical leads to boost new customer onboarding.
Call Center & B2B Manager
UPC Romania SRL
Bucharest
2007.12 - 2008.07
- Ensures that all staff is fully trained in department policies and procedures, that they have established KPI's and objectives in place, and that they are motivated and performing to established standards.
- Set staff objectives, review their performance and where required, take corrective action to deal with below standard performance.
- Directs the planning, coordinating and evaluation of the department's overall results on a weekly basis and takes corrective action within departmental guidelines when negative variances.
- The focus is excellence in customer service to maintain acceptable retention levels of customers.
- Prepare weekly and monthly activity reports.
- Coordinate and monitor department's projects & objectives.
- Resolves difficult and complex customer service issues as quickly as possible by following company policy.
- Advises management on appropriate policies and strategies to adopt to promote the company reputation for after-sales service.
- Determine if there is a fit between policy development and company values and if the strategy adopted will enhance company performance in service level, churn rate, talk time, abandon rates, call volume, average speed of answer.
Team Leader
UPC Romania Sa
Bucharest
2007.07 - 2007.12
- Implement and coordinate specific loyalty and retention programs for UPC customers through Relationship Management
- Develop prevention programs for customers identified as high "churn" risk and high value and taking action to keep these customers
- Assure that all the customers' requests and complaints are registered and resolved within specific deadlines
- Ensure that the churn rate is kept under control
- Prepare weekly and monthly activity reports
- Advises management on appropriate policies and strategies to adopt and to promote the company reputation for after-sales service
- Coordinate and monitor department's projects & objectives
- Support the specialists in increasing the quality and efficiency of their job by coaching, evaluating and motivating the team members
- Support the specialists in day-to-day activity and on the most difficult requests / complaints.
Major Accounts Specialist
Vodafone
Bucharest
2001.10 - 2007.06
- Receive, register, and solve all Major Accounts requests (i.e. account changes and billing related issues) by calling or meeting with the customer and providing a written response, when required.
- Communicate with all departments involved in resolving customer's issue determining the best solution/alternative.
- Record all the reasons for customer dissatisfaction.
- Provide excellent service to Major Accounts customers responding to any inquiry the customers might have concerned CONNEX products, services, pricing, coverage, terminals, warrantees.
- Managed, together with sale rep. the client relationships from early stages of sales process through to post-sales.
- Generated new leads and opportunities to maximise revenue.
- Built long-term relationships with customers and generated referrals from existing clients.
- Understood customer needs to craft exceptional sales journeys.
Loyalty Specialist
Vodafone
Bucharest
2000.01 - 2001.10
- Receive, register and solve all written complaints by calling or meeting with the customer and providing written response, when required.
- Work with customers who wish to terminate their contract with the company.
- This requires the employee to understand the customer's position and develop ways to retain the customer's account and interest in company services.
- Contributes to prevention programs by calling customers identified as high "churn" risk and taking action to keep these customers.
- Record all the reasons for customer dissatisfaction.
- Communicate with all departments involved in resolving customer's issue determining the best solution/alternative.
- Solving major complaints related to customer services and sales department.
Customer Service Representative
Connex
Bucharest
1998.09 - 2000.01
- Provide information to potential individual consumer and corporate customers regarding product and service features, pricing, delivery, contractual conditions, warranty coverage, and service support
- The employee develops qualified leads by selling the company image; he/she encourages individuals to visit a dealer or a company corporate store; or contacts the company sales executive about the potential customer.
- Works with customers who wish to terminate their contract with the company.
- Answered customer telephone calls promptly and improved on-hold wait times.
- Participated in regular training to maintain up-to-date knowledge on company products and policies.
- Upsold new products and accessories to customers, capturing significant increases in add-on sales.
Education
MA - Communication and Public Relation
National School of Political Studies and Public Administration
Bucharest2004
University Law Degree -
Hyperion University
Bucharest1997
Nicolae Iorga” High School
Bucharest1993
Skills
- Business development and planning
- Key Performance Indicator monitoring
- Persuasive negotiations
- Customer acquisition and retention
- Recruiting and hiring
- Communication and engagement techniques
- Excellent communication skills
- Financial records analysis
- Sales strategies
- Contract management
- Customer-focused
- MS Office
- English -advanced
Additional Information
Certificates:
- Six Sigma – Deutsche Telecom
- Efficient selling techniques - Training program
- Negotiating and Influencing Skills - TMI Romania
- HR Academy – Lugera & Makler
Languages
English
Advanced
Timeline
Regional Manager
EOS KSI Romania
2017.11 - Current
Manager
Telekom Romania SA
2010.03 - 2017.10
Claims Manager
Romtelecom SA
2009.03 - 2010.03
Branch Manager
Makler SRL
2008.07 - 2009.03
Call Center & B2B Manager
UPC Romania SRL
2007.12 - 2008.07
Team Leader
UPC Romania Sa
2007.07 - 2007.12
Major Accounts Specialist
Vodafone
2001.10 - 2007.06
Loyalty Specialist
Vodafone
2000.01 - 2001.10
Customer Service Representative
Connex
1998.09 - 2000.01
MA - Communication and Public Relation
National School of Political Studies and Public Administration
University Law Degree -
Hyperion University
Nicolae Iorga” High School