Gabriela Ciobanu

Conducted Workshops (online and offline) with customers for requirements elicitation and GAP analysis Acted as Product Owner - leading the implementation for all changes for a project/customer Defined and prioritized stories in the team backlog Configured and delivered to the customers a SaaS software for Asset Management and Asset Finance (Vehicle Leasing)

Translated product vision and strategy into clear software requirements and handed over to the IT Development / QA testing teams Built Business Requirements / Specifications in a clear, concise and detailed manner Provided technical and business support for the Epics / Stories Leading IT team from the perspective of IT coordinator for large projects position – act as Project Manager until UAT phase

Creating/improving/reports from various data sources like Oracle RightNow, Salesforce.com Maintain the link between business and developers Providing detailed analytical support to business function leaders in Technical Department Process improvements; apply SixSigma and Lean concepts Detailed analysis on raw data in various topics as long as creating new needed formulas and testing new functionalities

Create Supplier Analysis reports by collecting and synthesizing information on supplier information, e.g., financials, portfolio, market plans, performance, process improvement. SWOT, SBP, Porter 5 Forces Create customized reports and models on supplier market or country information Create and manage surveys; analyze results; data crunching Manage and coordinate projects from different regions; coordinator for US projects

Responsible for real time monitoring of call volumes, monitor adherence of agents in the work program, effective and Service Level MySQL Query for needed reports and data analysis Create short and medium term forecasts on staffing needs Generate schedule for call center operators to ensure efficient use of resources Use of Workforce Management software package for the forecast calls for staff allocation Working with Alcatel Platform for CallCenters

1. Team Leader for Back Office Team, Call Center Bucharest: Ensure a service-oriented and professional working environment by leading the performance of team in providing the expected service agreed Coach and raise existing - expected issues in the team Accountable for team's metrics and KPI's Escalation facing 2. Reporting: daily / weekly / monthly 3. Project engagement / define exact steps/role/procedure receiving business directions from level 1 and 2 management

Engagement with customers: • Customer retention resulted from cancellation requests from Romtelecom network • Match internal conduct throughout customer conversation in order to ensure customer satisfaction Sales responsibilities: • Offer each customer the correct pack - products and promotions - according to customer's needs • Retention rate & volume measurement; KPI's for monthly sales