Cristina

27 July 1977

Romania

S.N.Radiocomunicatii SA

www.radiocom.ro

opportunities in operational field, sales support, customer care

2005 - present Societatea Nationala de Radiocomunicatii SA
SNR SA is one of the main providers of networks and electronic communication services in Romania and, at the same time, it is a market leader within the broadcasting field. SNR is for more than 50 years a continuous and active presence on the telecommunications market in Romania having over 2000 employees.
Customer Care Manager
 Reporting directly to the Executive Commercial Director
 The position demands coordinating two operational teams that sums up to 30 members: the team administrating the residential, business and corporate portfolio and the call center team
Main activities:
 Coordinating the customer care team and back-office team at national level
 Within subordinate structures, managing all the commercial contracts of the company
 Supervising the contractual relationships with all the company’s clients (residential, business and corporate)
 Continuously supporting and consulting contract management and customer approach for corporate and business sales teams
 Coordinating projects for improving the efficiency of the sales teams by creating specific procedures and supervising how these are implemented and followed (discount procedures; bonuses for sales REPs)
 Participating on contracts negotiating process with strategic customers of the company
 Analyzing and forecasting the national-leveled incomes of the Commercial Department
 Establishing and implementing strategies regarding the subordinate teams development; continuously improving processes within subordinate structures
 Initiating, elaborating and implementation of procedures, conducts and rules specific to subordinate structures
 Preparing and presenting in-house trainings on specific activities for Call Center
 Recruiting, selecting, hiring and integrating human resources within subordinate structures
 Setting-up continuous and correct informational channels between subordinate structures and others departments of the company
 Defining specific objectives, respecting company’s policy and telecom market’s trends, approved by Company’s Top Management and Administration Board
 Continuously evaluating and motivating the subordinate human resources; continuously supporting and coaching subordinate resources
 Managing the internal audit team and organizing periodical verifications on processes, activities and accurate financial implications in Commercial Departments

Main achievements:
 Creating an unique national structure on coordinating company’s portfolio by re-organizing and re-defining departments and offices within organization
 Conceiving, together with the Billing Department, characteristics and specifications to create a billing software for automatically invoicing the services provided by the company

2002 - 2005 Orange Romania SA
Corporate Contracts Administrator
Main activities:
 Informal coordination of administrators team
 Providing to corporate customers an efficient, professional, high-quality and pro-active direct service, including: information, assistance and solutions in usage Orange Thank You points
 Orders validation for invoicing and delivery
 Monitoring clients payments on terminals
 Updating financial information regarding terminals payments status
 Assuring the link between Corporate Sales Operations team and Logistics, Accountancy, Cash reconciliation and Legal Departments
 Providing on line support to Corporate Sales Team proving high level of knowledge regarding terminals, Orange Thank You program, products and procedures
 Performing all changes required on terminals area and Orange Thank You program
 Following up the customers payment complaints regarding terminals and providing solutions in real time
 Deliver high-quality responses to all escalated customer’s issues regarding terminals and Orange Thank You program
 Keeping up-to-date with all changes regarding services, procedures and applying it whenever required

1998 - 2002 Orange Romania SA (Mobil Rom SA)
Sales Representative
Main activities:
 Expand the company business by selling pre-paid and post-paid services
 Protect and enhance the company image
 Concludes contracts of buying GSM Services and handsets
 Present Orange offers to prospects and negotiate the customer’s choice on handsets types and network services
 Identify customer’s needs and propose best solutions
 Achieve and exceed sales objectives and customer expectations whilst adhering to Orange policies and procedures
 Verifying the customers papers required for filling the subscription contracts
 Ensure contract compliance and adherence to administration procedures for Sales support personnel
 Technical assistance for new clients regarding the usage of SIM cards and handsets and help them with after sales information
 Monthly sales reports Dialog versus Connex
 Offers a professional feed-back regarding market trends and competition’s actions
 Maintains the sales history up-dated
 Assure quality customer services to the clients respecting the company’s values

2007 / 2009 S.N.S.P.A. - Master Degree in Managerial communication and human resources
2001 / 2006 S.N.S.P.A. – Communication & Public Relations University “David Ogilvy”

1991 / 1995 National College “Cantemir Voda”

Field specialization courses in sales area, customer care area, commercial legislation, business English language.