Project Manager Customer Service

Mihai Diaconeasa

* ****** ** ****, *********

Galway

Ireland

Mail : ***************@*****.***

Mobile phone : 087*******

Skype id : mihai.diaconeasa17

COMPANY DESCRIPTION:

SAP AG is a German multinational software corporation that makes enterprise

software to manage business operations and customer relations.

Headquartered in Walldorf, Baden-W rttemberg, Germany, with regional

offices around the world, SAP is the leader in the market of enterprise

applications in terms of software and software-related service.

ACTUAL JOB DESCRIPTION

The partner service representative plays a key role in the PSD Business

Services team, providing support to SAP partners globally with a strong

focus on the EMEA Market.

PERSONAL SKILLS AND COMPETENCES

> Skill in providing an exceptional customer experience.

> Skill in verbal and written communication to analyze, interpret

and address customer needs.

> Excellent communication and influencing skills.

> High levels of self motivation.

> Experience of consistently achieving KPI's and Company standards

as required.

> Knowledge of live chat, secure emails and social media customer

service.

> Knowledge of contact services industry and best practices.

> Knowledge of PC applications.

> Ability to work with minimal guidance or supervision in a time

critical environment.

> Ability to be flexible and quickly adapt to changing business

needs and processes.

> Ability to motivate and mentor team, presenting new

opportunities and challenges for additional development.

> Skill in providing outstanding customer service through support

of escalated customer issues.

> Ability to defuse situations, get to the issue and solve the

problem.

> Skill in time management and multitasking.

> Skill in providing constructive feedback to others.

> Proven success in motivation and leadership.

> Demonstrated ability to coach and develop others to achieve

desired results.

> Ability to make quick, accurate and appropriate decisions.

> 6 years customer service experience.

> 4 years of leadership experience

> Fluency in French and English.

EDUCATION

2001-2005 - Military high school Constantin Brancoveanu Ploiesti, Romania

2005-2009 - National School of Political Studies and Public Administration

. Degree in Academic Public Administration Studies

2006-2010 - National School of Political Studies and Public Administration

. Degree in Communication and Public Relations

Other Trainings:

- ECDL (European Computer Driving Licence),

- Dipl me de langue fran aise-Institut fran ais de Bucarest.

CAREER HISTORY

July 2013 - Present

Partner Service Representative at SAP AG IRELAND

Role description:

. Developing a clear understanding of the SAP PartnerEdge program, the

SAP Referral Program and the SAP Early Partner Program for SAP

Business ByDesign as well as other partner programs as they are

launched

. Answering direct queries (phone and email) from partners regarding the

administration and ongoing implementation of strategic partner

programs

. Providing accurate and timely responses to all partner queries

. Preparing and distributing reporting information within SAP

. Collating and presenting proposals to SAP on ways to improve each of

the programs from a partner perspective

. Providing support to Partner Service Advisors in all locations to

assist them to manage their ongoing relationship with partners

November '09 - July '13

Supervisor AT WEHBELP ROMANIA

My responsibilities and my achievements are:

> Driving customer performance within a team of up to 30 Customer

Advisors;

> Lead, inspire, motivate and coach the team to promote, encourage and

improve the levels of performance and Company standards while seeking

to identify continuous improvement in quality;

> Effectively manage any absence and attrition within designated

responsibility, identifying the reasons and reporting back through the

internal processes provided;

> Ensure that performance appraisals and one to one's are conducted with

the required frequency, discussing performance, morale and any other

issues, agreeing an achievable development plan;

> Ensure all agents have the levels of knowledge to effectively carry

out their roles, addressing individuals with below standard

performance accordingly via coaching sessions and development

objectives;

> Prepare and process any progress or management reports within area of

control ensuring they are delivered on time and accurately;

> Attend client and management meetings therefore enabling effective

lines of communication;

> Train and motivate agents so well that they work as a unified team to

accomplish company objectives;

> Leading by example and showing a positive attitude;

> Made significant contributions to the development of two news

projects.

> Lead team members, foster their professional development and growth,

and promote teamwork and cooperation.

> Provide day-to-day supervision and management of directly assigned

team of support professionals. Ensure that support professionals have

a clear understanding of performance expectations, that they are

properly trained and that they have the tools they need to perform at

high levels of productivity.

> Conduct coaching training sessions each week, provide feedback to

support professionals on other daily performance and behavioral

activities in a timely manner. Communicate expectations to new

employees and provide timely business updates and changes.

> Under the direction of the Project Manager, manage team metrics and

retention goals. Participate in discussions about reasons for

attrition and root cause. Team with site leadership to develop actions

to reduce attrition where possible. Provide feedback to team members

on both call coaching and other daily performance and behavioral

activities.

> Work with Project Manager to resolve personnel issues in a

professional and timely manner. Implement all disciplinary actions, up

to and including termination, in accordance with company policy and

ensure consistency. Document issues, actions taken and plan for follow-

up for support professional's HR file.

> Provide escalation support to support professionals by providing

guidance in problem solving customer issues. Use all available

resources to resolve these issues as efficiently as possible.

> Conduct Team Meetings with direct reports to ensure expedient

communication of relevant information and as an open forum for input

from support professionals.

> Schedule and coordinate team activities.

> Act as a daily point of contact for client escalations, participate in

and lead where necessary operational calls with the client.

> Provide accurate and timely reports to the client.

> Coach and mentor support professionals to ensure goals are developed

for their personal and professional growth and development. Identify

performance related issues and develop an action plan for improvement.

Be prepared to take more formal action when goals not achieved.

> Partner with Human Resources to screen, interview and hire support

professionals for contract. Ensure that effective training and mentor

resources are provided for all employees. Stay current on internal

work processes, policies and procedures.

March '07 - November '09

Customer service agent at WEBHELP ROMANIA

As customer agent, my main responsibilities were:

> Ensure that clients receive quality service and requests in an

efficient, knowledgeable, and timely manner;

> Answering or returning internal and external queries with an

efficient, knowledgeable, and timely manner;

> Reporting problems as necessary to minimize impact to clients;

> Researching and resolving client complaints and concerns ;

> Reporting concerns with bridge functioning to the appropriate

personnel

> Compiling Statistical data for report creation and future use

> Performing other duties that may be required to improve customer

support or aid the company in achieving its objectives;

> Ensure that clients (internal and external) are continually provided

adequate and professional communications by answering to their

emails/calls;

> Proactively contacting clients regarding on-going issues.

ADDITIONAL INFORMATION

> IT skills: MS Office, CRM (SAP), PRM (SAP), Bi-Webl (SAP), Siebel

(Oracle), Cegeweb (Genesys), Avaya, Alcatel, Arbor (Amdocs), etc

> Languages: French (Fluent) and English (Fluent).

INTERESTS

> Sport: Football and swimming

> Travel: Visited Italy and Greece.

References available on request

Contact this candidate