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amoma support services
- General Manager
2014 - 2019
AMOMA: the 3rd on-line hotel bookings company in the world, reaching approximatively 500 million Euro turnover per year; the team has 300 employees (local call center and IT software development team)
Main duties and responsibilities:
* Participant to the company executive board meetings, actively contributing to the call center operations strategy and operations, translating it to Romania office objectives.
* Actively contributing to offering call center operational support for opening of the small operating offices worldwide (Hong Kong).
* Build up and continuously developing Romania's company functional and operational design, setting company's values, translating them to the systems and tools both locally and internationally (job competencies, employee's performance schemes, etc.)
* Conducting revenue and operational results assessments and analyses, identifying and implementing key performance indicators, call center performance reports by collecting, analyzing, and summarizing data and trends, to better monitor and intervene to meet business objectives.
* Established regular business reviews to identify development opportunities and necessary required resources versus cost/benefit, such as staff budget, planning, levels of production and productivity, etc.
* Actively involved in developing the on-line platform, defining user expectations and develops call center systems by developing customer interaction and voice response systems, quality standards, client centric approach from call center employees.
* Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
* Focusing on increase daily revenue, continuously reviewing and improving employee's sales approach/call speeches, finding creative ways of motivating staff to meet the company goals.
* Maintains equipment by evaluating and installing systems; developing preventive maintenance programs; evaluating and implementing upgrades.
* Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
* Actively involved in setting and implementing employer brand image and social media strategy, improving recruitment activity.
* Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
* People manager of a team of Executives, in charge with motivation and performance facilitator through development, appraisals and team cohesion activities.
Reporting to: CEO of the company
Direct reports: 9 executives (Office Manager, HR Manager, Call Center Managers)
Main achievements: increasing the call center operations successfully by 40%, reducing mails and incoming calls traffic by 50%, implementing CHAT operation, implementing social medias operation...
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Olotels LTD
- Call Center Director
2006 - 2013
: on-line hotel bookings company, reaching approximatively 300 million Euro turnover per year; the team has 250 employees (local call center and IT software development team).
Main duties and responsibilities:
* Actively involved in the starting up Company, creating/designing and implementing company design and call center operations.
* Focusing on increase daily revenue, continuously reviewing and improving employee's sales approach/call speeches, finding creative ways of motivating staff to meet the company goals.
* Conducting revenue and operational results assessments and analyses, identifying and implementing key performance indicators, call center performance reports by collecting, analyzing, and summarizing data and trends, to better monitor and intervene to meet business objectives.
* Established regular business reviews to identify development opportunities and necessary required resources versus cost/benefit, such as staff budget, planning, levels of production and productivity, etc.
* Focusing on increase daily revenue, continuously reviewing and improving employee's sales approach/call speeches, finding creative ways of motivating staff to meet the company goals.
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QC-NS
- Sales Manager
1997 - 2006
Main duties and responsibilities: I managed the customer service that allowed individuals and businesses to book 65,000 hotels worldwide at preferential rates :
* Monitors the sales activity volumes and proactively forecast the necessary resources to meet the sales objectives.
* Daily monitors the sales revenue and analyses barriers, find potential solutions.
* Setting daily performance targets for speed, efficiency, customer satisfaction and quality.
* In-depth daily overview of the activity and coordinating organization to meet sales objectives.
* Reviews, updates and propose new sales policies/procedures for a smooth organization of the activity, monitoring and compliance of the procedures by the entire team.
* Actively involved in setting sales call speeches and making follow up on rate of success.
* Actively involved in setting monthly performance evaluation process, setting performance incentive schemes for entire team.
* Reviewing the performance of staff, identifying training needs and planning development areas sessions;
* Actively involved in setting of the technical training curricula and making follow up on results.
* Spontaneous call monitor followed by feedback; good communication with Quality Team for ensuring procedures / speech are respected.
* Daily meetings with supervisors; establish actions that are to be taken in order to improve daily activity; brief them on updates
* Organizing monthly planning; ensures the number of employees covers the business needs.
* Monthly / Weekly feedback sessions (one to one discussions) with sales agents; daily briefs, motivational speeches.
* Ensure that IT department is always informed on any technical issue that might occur (inboxes Thunderbird over quota, FMP)
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But, furniture store
- Sales Supervisor
1992 - 1996
Main duties and responsibilities: managing the customer database, and send invitations to customers to pick up gifts at furniture supply stores after calls from the call center.
Gendarme
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Gendarmerie
- Gendarme
1990 - 1992
Operating Systems
Microsoft Office
Filemaker developer, I created a complex databases, the production tool of all the different services such as customer management, email importation, media management, partner invoices management, financial management, HR management, analysis, real-time results, complaint management, fraud management...
