Project Coordinator // Customer Service Management

Elena Dumitrescu

Job Objective

Working in a national and multinational company environment where to apply my knowledge, skills and abilities gained in more than 13 years of experience in International Logistics and Warehouse Project Operations Coordination / Customer Service and Transportation Management / Supply chain development

Skills

Time management / Organizational and Planning skills -> prioritize tasks, plan and review daily work and ability to work within challenging timeframes to keep deadlines; gathering the information needed and ability to identify each milestones

Priority setting skills, Problem solving and decisions making -> proactively identifying risks; knowledge trustworthy and cascade to stakeholders decision taken; solves problems based on operational guidelines, knowledge and experience, scanning for useful information, looking for underlying causes and implementing decisions taken

Integrity, Adaptability and Flexibility -> commitment to standards for ethical behavior and to a set of values and dedication to honesty with self and team members

Communication:

Written -> drawing excel reports and graphics; delivering power point control charts presentations to senior management; able to cascade written information clearly and effectively customer service team and senior management

Verbal -> delivering trainings to Customer Service Team; assessing audience and provides appropriately tailored and clear information and explanation to a range of groups in an efficient and confident manner, dealing with challenging behavior firmly, but politely.

Team spirit, Team work, Compassion, Enthusiasm, Empathy -> enjoy working with a team to achieve outlined objectives; encourage co-operation amongst team members in order to ensure knowledge transfer is effectively done; adjust communication styles to cascade information or to address issues; show a can-do attitude and express commitment to achieve goals through optimism.

PC Skills: Microsoft Office, Microsoft Project, Power-point, SAP (interface knowledge) - working with remote tools in word wide data base

Working experience

January 2009 – present

Hewlett Packard Enterprise

Project Coordinator for EG Logistic Operations EMEA

I have started in January 2009 as Customer Service Analyst being assigned as EMEA Logistic Country Coordinator for BeNeLux region. As a new comer, I focused on adapting to business environment and understanding business requirements in measurable goals; overseeing daily operations in terms of achieving customer satisfaction; attending daily dashboard meetings with Logistics Service Providers; maintaining and validating customers delivery matrix; ensuring audit SOX compliance; identifying business and network activities in terms of resources, budgets and service level agreements.

After gaining the necessary knowledge in terms of business processes and procedures, my assignments as Customer Service Analyst changed. I was assigned to manage HP Enterprise daily business of customers located in France, CIS and Maghreb Region, Austria, Czech Republic, UK & Ireland, Russia, Italy, Slovakia, Malta, almost all EMEA countries.

My day to day responsibilities involves:

- Daily supervision of the project delivery performance to ensure it meets deliverables (time/ budget/ quality), aiming at achieving highest external and internal customer satisfaction and key performance indicators

- Works on assignments that are moderately complex in nature and require ordinary problem resolution and independent judgment

- Operational Governance process with Country specific service provider(s) (Daily/Weekly)

- Operational Governance with Country GTM (weekly/monthly)

- Point of escalation within and after the project execution and for claims validation

- Linkage to PCC Interface and Vendor Management to resolve/manage escalations

- Execution and approval of special deliveries: price negotiation, coordination from shipping point to end destination location, coordination of the teams to perform special handling requirements, checking and approving of export documents for Non – EU Regions

- Proactively identifies project risks and take corrective actions to minimize the impact

- Provide training or guidance to team members and other teams in the company on operational tasks.

Starting January 2010 until present, in addition to daily activities, I was assigned as Logistics Project Lead for Russia, Maghreb, CIS, EEM region, Hungary, France, Italy and Platinum Global Accounts Orange, Airbus, Alcatel.

Some of the most important Projects I was appointed to lead are:

HYDRA HP Enterprise Project - Logistic Service Providers strategy and structure covering the entire EMEA region.

• Main responsibilities are to influence, improve, maintain and manage delivery, delay reasons, customer level of satisfaction, costs, booking slots, usage of special codes, customs requirements, EDI (Electronic Data Interchange message), pre-alerts, depots; structure and analysis of key milestones and objectives; Declining KPI performance, (TAT, Fill Rate & Gross OTD), through review of EG governance structure and carrier process management in order to enable clear indication of delay factors, process inefficiencies and detailed performance reporting which supports ongoing improvement and metric compliance.

• Lead for capacity management process and reporting - Development of Month/Quarter -end planning and monitoring process (analyze Shipment Profile to determine weekly/monthly/Quarterly peaks; document average volume for major countries; prepare capacity plan overview considering % upside; identify key operational resource requirements for month/quarter end; develop formal scheduling of key activities during month/quarter end; document process and provide internal and external training)

• EG Optimized LSP Governance Structure - Develop EG specific Dashboard (document daily dashboard call process, provide internal and external training, validate current resource and call schedules, design Weekly call process structure tailored for EG).

• Reporting assessment and adjustment - Review carrier coding methodology; review current reporting capability and validate versus HP E specific requirements for SSM code accuracy and usage

• CT2.2: Leg level OTD & SLA’s - Document current TAT performance for key countries; Validate and document current carrier routing; Analyze process constraints and document timelines; TAT segmentation review with carriers for Key countries; Review and agree desired TAT segment SLA's per routing

• Panalpina Airfreight Capacity Planning – Identify the opportunity to develop and implement a capacity planning process with Airfreight LSP’s

Develop and Implement capacity forecasting tool.

Standardize costs per month based on average forecasted volumes.

Design, develop and implement Panalpina standard reporting methodology

EKAER Hungary Implementation Process - HP Enterprise Project Lead

The Electronic Public Road Trade Control System was launched for transporting goods on public roads via any motor vehicles subject to the road toll in Hungary. The objective of the system is to strengthen the market positions of compliant economic operators, to make circulation of goods more transparent, to eliminate fraud and to eliminate tax evaders.

As Hungary Project Lead, my main responsibilities were to:

• Determine EG Physical flows inbound and outbound (in scope/out of scope of this Process)

• Process design based on type of customers and financial flows

• Providing internal and external training to teams involved (HPE teams and LSP teams) and ensuring correct SSM coding

• Controlling of KPI performance, (TAT, Fill Rate & Gross OTD)

Hungary TAT Improvement Project Lead

- Actual vs proposed timelines impact on the overall delivery performance

- Customer behaviors in detailing what can be achieved.

- Results: TAT improved by 1 day

Kühne & Nagel DIR Analysis Project Lead - planning, organizing, motivating, and controlling resources, procedures and services to achieve specific goals. SMART goal was defined as a decrease of the entries in DIR with 60 % within 12 months.

Main responsibilities:

• Understanding business variations and identifying top offenders

• Identifying deliverables and creating the work breakdown structure

• Selecting the team, documentation, methodologies, supporting tools and assigning roles based on knowledge, talents, skills and abilities

• Collecting team inputs, prioritizing tasks, identifying top actions to be considered and communicating the evolution of each project phase

• Scheduling meetings to analyze action tracker, keeping records of the decisions and cascade decisions taken

• Preparing, and delivering power point presentations to Senior Management during weekly meetings to present Project status / phase and closure of each phase

• Monitoring Project variables against the Project plan and the Project performance baseline

• Pro-actively recognize risks in the project phases and take corrective actions and adjustment to keep the Project on track

• Influencing the factors that could circumvent integrated change control so only approved changes are implemented

At the end of 12 months, Project tasks were signed off with 100% rate of success: 63 % decrease of DIR entries.

After formal acceptance I was in charge with:

-Post Implementation Review - creating relevant documentation for key lessons learned

-Face to Face meeting with Kühne & Nagel Management team in France to present the project outcome and to deliver trainings to Customer Service Team on claims and incidents handling

Project Lead

Besides already mentioned Projects, I was appointed to Lead below:

- Project Lead of Eastern European Countries

- Project Lead of CIS and MAGHREB Region

- Project Lead of UK and France Platinum Global Accounts (Alcatel / Orange / Airbus)

- Italy New Capability Services: lead for monitor and control phase of the project.

- Project Lead of RuDi Golden Transaction (Russia Direct Flow)

- Algeria project – CoO / Letter of Credit / Arabic labeling implementation

Main responsibilities as Logistics Project Lead of above projects:

Understanding business needs and customers cultural environment; overseeing day to day operations and analyzing specific customer’s needs in measurable goals

Selecting the team, documentation, methodologies and supporting tools in order to deliver projects on time, on budget and with agreed quality standards

Supervising logistic service providers to have documentation issued in accordance with customs regulations and assuring liability data transfer in accordance with audit policies

Negotiating costs of transportation with LSPs for special services

Foreseeing any risks in case of flow deviations and providing corrective actions and alternative solutions to have the project back on track

Drawing inventory reports, attending weekly meetings with senior management staff and logistics service providers, implementing decisions taken in accordance with company processes, procedures and policies

Planning in detail hand-over activity between contractors, overseeing activity of contractors and subcontractors to meet agreed guidelines, delivering trainings on processes and procedures to the new contractors and upstream teams and monitoring daily dashboard calls of the new contractors

Attending monthly business review and quarterly business review meetings with providers and logistic provider managers focusing on process performance, PII initiatives, updates and improvements, SWOT scoring

Each project was signed off with 100% success and in agreed timeline. The success is measured in customer satisfaction (achieving 100% customer satisfaction based on feedback received) and costs savings for HP Enterprise (costs constantly under provided budgets with 10% - 15%).

March 2004 – December 2008

FedEX

Customer Service Lead

In March 2004 I was hired by FedEX as Import-Export Officer. Soon after gaining the knowledge on business processes and procedures, I was pointed as Customer Service Lead, dealing with all imports to Romania. My main responsibilities were:

• Planning, implementing and reviewing customer service and after-sales services and maintaining sound customer relations

• Supervising, managing and monitoring the performance of customer service team and service center team in the daily operations and second point of escalation in case of incidents or complaints

• Developing and reviewing customer relations policies, programs and procedures and ensuring performance of goods purchased

• Coaching and motivating team members and supervising proper data record

• Supervising costs and budget of Customer Service Department and providing monthly revenue reports to Company headquarter

• Incidents handling

• Assuring customs regulations are maintained by the import delivery agents

2001 – March 2004

City Hall of Bucharest Romania

After graduating Law University I was involved in human social responsibility field focusing on accumulating further knowledge about social services offered by the Government, interaction with different type of people, helping needed people by register them in Social programs offered by non-guvernamental organizations.

Education and Trainings

1997- 2001: “Gheorghe Cristea” Law University of Bucharest

2001– Present

Since 2001 until present, I have attended below trainings and workshops:

-White Belt Lean Six Sigma

-PMI- PMBOK – Managing Projects within Organization

-PMI – PMBOK – Core PMI Values and Ethical Standards

-PMI – Project Management Professionals

-Time management

-Making Presentations

-Emotional Intelligence Workshop

-Business Behavior and Email & Networking Etiquette

-Handling complaints efficiently

-Negotiation techniques

-Active listening

-Driving talent to performance

-Self – Coaching

-Changing the paradigm of time perception

-Copying with Professional Authority

Hobbies

Sport: Tennis and Football

Travelling – I enjoy to travel to new places, meet new people and set-up relations with native people from the places visited. I have some friends from the places I have visited (Greece, Sweden, France, Germany, Czech Republic) with whom I communicate via email or Skype on regular basis.

Dancing

Discovering new places with live music to listen and enjoy

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