TIBERIU ADRIAN GALAN

• Led end-to-end operations for Bucharest and Pitești sites, achieving financial performance and service quality targets.
• Drove operational efficiency through process optimization and strategic initiatives, enhancing productivity and reducing costs.
• Monitor and improve performance using KPIs, profitability analysis, and data-driven reporting.
• Built strong client partnerships, ensuring high satisfaction and long-term value through effective communication and service delivery.
• Managed internal and external audit activities, ensuring timely and accurate information provision.
• Coordinated all audit stages in collaboration with auditors, following up on findings and recommendations.
• Planned and organized quality management activities to align with business objectives.
• Prepared quality assurance documentation in compliance with ISO standards and regulatory requirements.
• Facilitated continuous improvement initiatives, encouraging innovation and excellence in operations.

Achievements:

• Drove operational consolidation initiatives, contributing to a 25% increase in company revenue and profitability.
• Redesigned the incentive and reward framework to align with overall operational strategy, resulting in a 20% uplift in sales performance and a 10% improvement in quality across other projects.
• Led and controlled ISO 9001 and ISO 27001 standard implementation, achieving successful certification

• Spearheaded initiatives to enhance project performance and profitability at e-value International.
• Developed and presented strategic proposals to Top Management, driving continuous improvement.
• Fostered team development and promoted innovative operational models within the Helpdesk strategy.
• Cultivated strong client relationships, ensuring satisfaction and ongoing collaboration.

Achievements:

• Led the end-to-end transition of residential technical support operations at national level, consolidating all customer-owned and outsourced teams into a single BPO unit, establishing our organization as the exclusive technical support provider in Romania.

• Led and coached technical support teams to meet SLA, quality, and productivity targets.
• Drove KPI performance, focusing on AHT, FCR, and CSAT through effective coaching.
• Managed escalations and complex technical cases, ensuring timely resolutions.
• Improved operational efficiency by optimizing workflows and processes at Telekom Romania.