Oana Cojocaru

• Leading and managing a team of 40+ Administrators (and 9 direct reports – 6 Supervisors and 3 Customer Account Coordinators) • Supporting the staffing process of the team • Setting and achieving Customer Service department goals and results and ensuring adherence to organizational procedures, policies, and systems • Assigning and directing the workflow to ensure excellent service is delivered through appropriate staff planning and scheduling • Establishing and maintaining quality and quantity standards by developing and ensuring compliance with all customer service and process standards through reviews, observation audits and reports • Providing direct and timely feedback to all staff on the results • Set up and establish communication channels and hand off points between P&S Teams and local office support (Regional Administrators (RAs)) to ensure smooth two-way interfaces • Analysis of statistics & other data to determine the level of customer service provided and providing reporting of key performance indicators • Perform any other reasonable tasks aimed at improving quality and service delivery within the Company • Responsible for all aspects of the day to day, tactical & strategic operations of the site • Directing all aspects of administration and productivity • Ensuring all employees have a safe work environment • Involvement in & support of ERP CP/S deployment and enhancements

• Leading change management and coordinate deployment of GCC processes and tools (SFDC) across the LOB • Drive Process changes and maintain an updated and accessible knowledge base • Deployment of KPI metrics (CCR, FCR, CSAT) and coordinating the improvement initiatives among GCC leadership and operational supervisors • Standardize processes with a focus on Global Standard but ensuring Regional processes are accurately governed • Primary ownership for KPI Improvement initiative; systemic resolution and action plans • Manage GCC internal and external collaboration to facilitate improved customer experience, improved productivity, enhanced functional skills and an overall strong service culture • Development and implementation of RPA project in cooperation with the RPA developers team (Automation Anywhere) for the Global Customer Care department across key repetitive processes • Salesforce deployment (across EMEA & APAC regions) ensuring adoption of Salesforce processes and controlling some of the Salesforce driven KPIs • Leading Working Capital improvements, payment terms standardization, invoice accuracy initiatives across different teams and functions • Identification of standardization opportunities - VSM (value stream mapping)

• Implementing and coordinating the operational aspects of ongoing Customer & Product Support projects. • Serving as liaison between project management and planning, project team, and line management. • Reviewing status of projects and budgets. • Coordinating schedules and delivering status reports. • Addressing project issues, developing resolutions to meet productivity, quality, and customer’s satisfaction goals and objectives. • Developing mechanisms for monitoring project progress, and for intervention and problem solving with project managers, line managers, and customers. • Helping Honeywell be the customer's top choice by improving upon Customer & Product Support solutions • Empowering Company's ability to timely respond to customer demands by coordinating efforts of different teams • Building up business acumen while learning to address customer needs in today's dynamic global economy 20% Facilitate Team Alignment 20% Deliver Status Reports 20% Project Management 20% Project Planning 20% Customer Support

Responsibilities: • Leading and managing a Back Office team of 20 Customer Shared Service Administrators • Supporting the staffing process of the team • Assist in setting and achieving Customer Service department goals and results and ensuring adherence to organizational procedures, policies, and systems • Assigning and directing the workflow to ensure excellent service is delivered through appropriate staff planning and scheduling • Establishing and maintaining quantity and quality standards by developing and ensuring compliance with all customer service and process standards through reviews, observation audits and reports. Providing direct and timely feedback to all staff on the results • Training staff to deliver a high standard of customer service • Set up and establish communication channels and hand off points between Back Office and Front Office to ensure smooth two way interfaces • Analyzing statistics or other data to determine the level of customer service provided and providing reporting of key performance indicators • Performing any other reasonable tasks aimed at improving quality and service delivery within the Company • Ensuring all employees have a safe work environment • Involvement in & support of SAP CP/S deployment and enhancements

Responsibilities: • Leading and managing a Back Office team of 15-20+ Customer Shared Service Administrators • Supporting the staffing process of the team • Assist in setting and achieving Customer Service department goals and results and ensuring adherence to organizational procedures, policies, and systems • Assigning and directing the workflow to ensure excellent service is delivered through appropriate staff planning and scheduling • Establishing and maintaining quantity and quality standards by developing and ensuring compliance with all customer service and process standards through reviews, observation audits and reports. Providing direct and timely feedback to all staff on the results • Training staff to deliver a high standard of customer service • Set up and establish communication channels and hand off points between Back Office and Front Office to ensure smooth two way interfaces • Analyzing statistics or other data to determine the level of customer service provided and providing reporting of key performance indicators • Performing any other reasonable tasks aimed at improving quality and service delivery within the Company • Ensuring all employees have a safe work environment • Involvement in & support of SAP CP/S deployment and enhancements

Responsibilities: • Customer Order Processing in Siebel/SAP • Opportunity booking in Siebel • Ensure good document control • Spot Service Request generation • Requisitioning parts, materials, services etc (Siebel & SAP) • Validation of PO & obtain supplier acknowledgement • Customer order acknowledgement • Spot work tracking maintenance for Operations forecasting • Expedite orders via supply chain • Goods receipt of orders on delivery • Invoice generation (attention to specific customer/country requirements) • SR closure in Siebel • Follow credit approval process (including dispute resolution) • Customer master data set up & management • Clear concise communications with local Sales, Operations & Front Office Admin

• Quickly and efficiently responding to all incoming enquiries from clients • Following up on enquiries, gather initiatives and monitor responses • Handling incoming calls from Vodafone clients, responding to inquiries, efficiency in problem identifying and solving. • Keeping client satisfaction rates to the highest level • Resolving customer complaints

Foreign Languages and Literatures English - Spanish