Silvia Marin
Bucuresti
Summary
Dynamic leader with a proven track record at WNS Global Services Romania, specializing in training and development, quality assurance, and driving team performance. Excelled in enhancing customer satisfaction and streamlining processes, leveraging strong communication skills and an analytical mindset. Expert in Microsoft Office Suite and fostering client relationships.
Overview
14
14
years of professional experience
Work History
Lead Process Training&QA With French
WNS Global Services Romania
Bucharest
07.2022 - Current
- Manage and oversee training programs for new processes and quality assurance for a French client shipping and logistic at WNS.
- Lead in developing and implementing client procedures, including the creation of Document and Training Procedures( DTP)
- Train new employees, provide ongoing support for Customer Services teams in voice and back-office functions
- Specialize in Customer Services training and development, communication training and employee well-being initiatives
- Act as a mentor and coach for Romanian team, ensuring continuous improvement and professional growth
- Develop strategies to improve data quality and streamline processes
- Provide targets for teams to shoot for, and insights that help people across the organization make better decisions
- Compliance, quality assurance, and regulatory standards
- Anual certifications for training and QA process
Communication Specialist
Women Academy
Bucharest
01.2019 - 07.2022
- Trained account executives on marketing, sales and product lines
- Lead learning enhancement classes to improve academic and people skills
- Developed a brand identity
- I research, train and prepare individuals for effective communication in business and social settings
- I offer training programs to enhance job skills, including marketing, sales and product knowledge for account executives
Deputy Team Leader of Customer Care Department
ista Shared Services
Bucharest
01.2019 - 06.2022
- Lead a team to enhance skills and train new members
- Provide feedback to the team and external client on performance
- Report daily, weekly and monthly statistics to the client
- Maintain constant communication with the client to implement procedures
- Track results at customer satisfaction levels
- Develop strategies to improve data quality and streamline processes
- Provide targets for teams to shoot for and insights that help people across the organization make better decisions
Sales and Marketing department Manager
Le Makiage Neo Professional Ltd
Bucharest
07.2011 - 05.2013
- Developed and executed strategic communication plans to drive member acquisition, retention and reactivation
- Identified market trends and customer needs to create highly-targeted marketing campaigns
- Managed product and content releases, developing innovative solutions based on customer needs
- Lead a team of 25, including 2 product managers
- Trained sales teams on educational product, customer services and executed advertising campaigns across multiple media channels
Education
Certificate - Business and Communication
Business and Communication Research Centre
Bucharest05.2013
Psychology and Pedagogy -
"Dunarea de Jos" University
Galati12.2009
Engineer Diploma -
"Dunarea de Jos" University
Galati07.2009
Skills
- Microsoft Office (Excel, Word, Power Point)
- Training and Development
- Quality Assurance
- Customer Service
- Communication Skills
- Team Collaboration
- Process Improvement
- Leadership
- Customer Satisfaction
- Driving Team Performance
- Research
- Quality control
- Microsoft Office Suite
- Operations support
- Problem-solving
- Administrative tasks
- Verbal and written communication
- Team collaboration
- Collaboration
- Analytical mindset
- Attention to detail
- Client relationships
- Stakeholder communication
- Interpersonal and social skills
- Computer skills
- Teamwork and collaboration
Hobbies and Interests
Travel in Romania and around Europe
Languages
- French
- English
Languages
Romanian
First Language
English
Advanced (C1)
C1
French
Advanced (C1)
C1
References
References available upon request.
Timeline
Lead Process Training&QA With French
WNS Global Services Romania
07.2022 - Current
Deputy Team Leader of Customer Care Department
ista Shared Services
01.2019 - 06.2022
Communication Specialist
Women Academy
01.2019 - 07.2022
Sales and Marketing department Manager
Le Makiage Neo Professional Ltd
07.2011 - 05.2013
Certificate - Business and Communication
Business and Communication Research Centre
Psychology and Pedagogy -
"Dunarea de Jos" University
Engineer Diploma -
"Dunarea de Jos" University
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