Cristina Vizinteanu

Growth strategy & revenue target achievement Commercial strategy, promotion & sales campaigns Sales team scaling (inside & field) Sales funnel & process optimization Customer satisfaction (CX) evaluation inoSOLAR customer journey optimization Marketing–sales–operations alignment for profitability maximization Strategic decisions – top management

Leading a team of sales team-managers Asses and recruit sales team-leaders and sales call-centre agents as per COPC standards (A COPC Certification is a designation offered by COPC, Inc. (established in 1996) that enables an organization to measure and improve all operational activities that support the customer experience against industry-proven best practices. A COPC Certification is the gold standard.) Ensure the performance of service for Residential Retention team (using lean management :Kaizen and COPC methods as: DMAIC) . The performance areas managed are: Quality, Customer Experience, Sales, Efficiency, Adherence, Absenteeism, Attrition Analyze and find solutions for attrition, absenteism, non-adherence Analyze and find improving actions in all areas of the project Analyse and implement preventive and corrective actions in order to ensure high customer satisfaction; Report and analyse the Residential Retention activities through specific KPIs; Permanently support the continuous change management for adapting Customer Service processes/procedures/ reports and presentations to become more effective and adapted to Orange group/ORO strategic developments directions.

Provide leadership for an unique port out team in Romania Deliver results in line with the company business plan Develop internal relationships to ensure a smooth customer experience Improve efficiencies Support and develop team members in line with KPI’s and Targets Ensure that all training is up to date and that all staff are competent in their role Deliver staff development plans and provide on-going feedback and coaching to team members in order to achieve the highest possible performance standards within the team in line with the Company’s procedure Provide day to day supervision of the agents Ensure customer queries via email or phone are resolved efficiently and within agreed timeframes. Keep up to date on all regulatory and product changes Complete and maintain the staff monthly Ensure accurate recording of team members hours worked Report on the performance of the team to relevant parties within the business Proactive approach in identifying and resolving any problems with the Customer Services Inbound&outbound sales function

Leading and evaluate a team of 15+ members in order to achieve the performance required and creating an environment oriented to trust, open communication, creative thinking, and cohesive team effort. Creating reports, analysis, evaluations, Coach and help develop team members. Facilitate problem solving and collaboration. Communicate when required the problems and take decisions when the discussion was not enough Deliver and create new joiners trainings + knowledge tests for 2 or 3 weeks and create training feedback+ synthesis. Encourage risk-taking and constant improvement. Coordinate with internal and external customers as necessary. Starting new projects, evaluate the start and make sure that the objectives will be achieved. Creating an action plan whenever the objectives are not achieved and evaluate the efficiency in function of the results on a period of time assessed.

Providing customer service to premium customers, check-in and boarding gates Tickets re-validations and reissuing in Easy Mars system, Leading a team of Airport Services Agents on all issues relating to check-in. Assist the process of ensuring the safe and on-time departure of Emirates flights as per standards processes. Getting involved in On Job Training of new joiners and familiarization of people new to the area. Suggest feasible improvements to procedures based on observed trends and analysis. Provide cover for role above when operational requirements demand. Boarding announcements, ramp coordination. I got 6 appreciation letters from the customers and from the top management