CV editat la 15.08.2026
Business Analyst, project manager
Negociabil
Informații de bază
Data nașterii:
01 Februarie 1987 (39 ani)
Experiență:
11 ani 5 luni
Program de lucru:
Full-time
Oraș:
Chișinău
Domeniul de activitate
Finanțe / Bănci / Creditare / Contabilitate
Resurse umane / HR
Tech / IT / Programare
Top Management / Administrare
Despre mine
Reliable and results-oriented professional with 15+ years of experience in telecommunications, including team leadership, process improvement, KPI management, project implementation and people management.
Analytical, organized, and solution-oriented, with strong problem-solving and cross functional collaboration skills.
Experiență (11 ani 5 luni)
IM Orange Moldova SA
(Chișinău)
Noiembrie 2022 -
Septembrie 2025
(2 ani 10 luni)
L1 Technical Support Team Leader
Responsabilități:
Managed and developed a team of 13 Level 1 Technical Support Specialists,ensuring effective customer support and compliance with procedures and service
standards.
Analyzed and improved processes and work procedures, contributing to higher
customer satisfaction (CSAT) and improved Contact Center efficiency.
Managed daily Contact Center operations and achieved key KPIs, including Speed
of Answer, Abandonment Rate, Contact Resolution (CR), AHT, escalation accuracy,
etc. Also handled Workforce Management activities.
Implemented Contact Center improvement projects through cross-functional
collaboration (ex: IVR 777 optimization, Welcome Call management, call rate
reduction, etc).
Conducted recruitment interviews and onboarding activities for new employees.
Implemented team motivation and development strategies, including training,
motivational programs, performance analysis, and improvement actions
IM Orange Moldova SA
(Chișinău)
Iunie 2016 -
Octombrie 2022
(6 ani 4 luni)
L1 Commercial Support Team Leader
Responsabilități:
Coordinated daily operations of the Commercial Support team, monitoring keyContact Center KPIs and identifying opportunities to improve customer
experience.
Supported company targets through regular feedback, P2P sessions, performance
reviews, coaching, and team motivation.
Managed the Level 1 Commercial Support recruitment process, including phone
and face-to-face interviews, career fairs, job promotion, and new employee
onboarding.
Identified and organized training and development sessions with the Training
team for both new and existing employees
IM Orange Moldova SA
(Chișinău)
Iunie 2010 -
Septembrie 2012
(2 ani 3 luni)
Level 1 Commercial Support Specialist
Responsabilități:
Provided commercial support to customers by phone, resolving requests andproviding information about products and services.
Communicated effectively with customers to improve their experience.
Ensured quality standards were met and contributed to achieving company
targets.
Studii (Superioare)
09.2006 - 05.2009
ASEM - Academy of Economic Studies of Moldova
Facultatea, specialitatea: Bachelor's Degree Business and Administration
Oraș: Chișinău
Limbi străine
Româna — Nativ
Engleza — Mediu
Rusa — Expert
Abilități cheie
Gândire critică
Etica în muncă
Empatie
Adaptabilitate
Abilități interpersonale
Limbi străine
Excel
CRM
Analiza datelor
Învățare continuă
Leadership
Lucru în echipa
Soluționarea problemelor
Time Management
Cursuri / traininguri
2025, 2 luni
Business Analysis Essentials
2023, 2 days
Sellification Practitioner
2022
Public Speaking
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