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Viorica Popescu

@vioricapopescu

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Experienced Global Contract Assurance Consultant with a focus on risk management.

Romania

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What I'm looking for

I am seeking a role that values collaboration and innovation, offering opportunities for growth.

I am a dedicated professional with over 17 years of experience in customer service and sales management. My journey has been marked by a commitment to fostering human-centered and agile business practices. I believe that understanding customer needs is the key to driving growth and success. In my current role as a Global Contract Assurance Consultant at ATOS, I have honed my skills in sales management, risk management, and business strategy, contributing significantly to various global initiatives.

Throughout my career, I have successfully managed diverse teams, empowering team members to achieve their potential. My efforts have led to many of them becoming leaders in their respective fields. I take pride in my ability to streamline complex processes and deliver impactful training sessions, ensuring that my teams are equipped with the necessary skills and knowledge to excel. My academic background, including a master’s degree in marketing research, complements my practical experience, enabling me to approach challenges with a strategic mindset.

Experience

Work history, roles, and key accomplishments

Current

Global Contract Assurance and Risk Management Consultant

Current

ATOS IT Solutions and Services SRL

Apr 2016 - Present (9 years 6 months)

Maintained Contract Assurance process at a global level, contributing to various process developments and reporting flows, including global penalties reporting and the Contract Profitability Improvement Global Program. Streamlined a complex process to identify, monitor, and track accounts with negative margins across divisions within the global RACE program, improving 50 accounts.

Risk Management Business Strategy Sales Management Process Development Financial Analysis Stakeholder Management Training Delivery Coaching

Retail Manager, Vodafone Store

VODAFONE Romania SA

Apr 2006 - Present (19 years 6 months)

Managed all available resources to maximize profitability and achieved targets through effective team leadership. Developed initiatives to optimize local market opportunities and ensured customer expectations were exceeded in service standards and product knowledge.

retail management Sales Management Team Leadership Customer Service Recruitment Stock Management Cash Management Operational Management Market Analysis

Project Coordinator – Call Center

SIVECO Romania SA

Feb 2005 - Present (20 years 8 months)

Developed the Call Center department, including technical acquisitions, equipment setup, team recruitment, training, and management. Maintained relationships with the Romanian Ministry of Education and implemented an eLearning tool in high schools, providing training for teachers.

Project Coordination Recruitment Training And Development Stakeholder Relationship Management Technical Setup Process Development Customer Service Software Integration

Call Center Manager

Business Relations (Bosch Romania)

May 2003 - Present (22 years 5 months)

Developed a private Call Center from equipment selection and installation to team recruitment and development of over 60 employees. Negotiated contracts with potential customers and coordinated ISO certification activities for the organization.

Contract Negotiation Equipment Installation Recruitment Operations Management Customer Service Business Development

Customer Care Team Leader

Orange Romania

Oct 1998 - Present (27 years)

Recruited, coordinated, and motivated teams of 15-20 Customer Care Representatives, ensuring operational staffing and additional manpower for contingency situations. Performed periodical interviews, performance appraisals, and provided feedback to team members.

Customer Care Team Leadership Recruitment Performance Management Call Center Operations Reporting Communication Problem Solving Customer Service

Area Coordinator/Field Interviewer

Mercury Research

Jan 1996 - Present (29 years 9 months)

Coordinated a team of regional interviewers for the delivery of market research activities.

Market Research Team Coordination Data Collection Interviewing Field Operations Project Management Research Methodology Data Analysis Quality Control Communication

Customer Care Assistant

Orange Romania

Provided information and assistance on specific customer needs, solving problems, and counseling regarding the use of services and GSM handsets.

Customer Service Problem Solving Technical Support Communication Product Knowledge Customer Satisfaction

Orange Ambassador

Orange Romania

Organized presentations and focus groups for the regional team regarding the Orange brand, mission, and values. Acted as a moderator in workshops related to organizational culture.

Brand Ambassador Presentation Focus Groups Communication Employee Relations

Education

Degrees, certifications, and relevant coursework

West University Timisoara

Master’s degree, Marketing Research

1998 - 2000

Completed post-university studies in Economic Sciences, specializing in Marketing Research. This program bolstered analytical and strategic capabilities.

West University Timisoara

Bachelor of Science, Tourism and Services

1994 - 1998

Undertook university studies in Economic Sciences, with a focus on Tourism and Services. This foundational education provided a broad understanding of economic principles.