Ana Mihaela Iuga

Name and address of employer Period Main Activities and responsibilities Name and address of employer Mihaela Iuga 4 Teodor Mihali street, Cluj-Napoca iugamihaela@gmail. com Romanian

Improve customer service experience, create engaged customers & employees and facilitate organic growth Responsible implementing improvements mapped in the Customer Journey Main Activities and responsibilities Period Main Activities and responsibilities Name and address of employer

Cash Application & Credit Cards & Credit Authorization – EU7 Lead the European Accounts Receivable & Customer Support department and actively pursue strategic and operational objectives Partner up and maintain constant communication with our stakeholders, management, local teams, customers to ensure proper operations of the organization Target and customer oriented management of the local functions Continuous improvement and development of internal processes together with the internal (AP, GA, Sales, etc.) and external business partners. Ensure operational activities remain on time and within a defined budget. solutions for our customers in bottleneck situations. Develop, implement and maintain quality assurance methodology and tools. Create and provide together with relevant business partners and team leaders Support, coach and develop agents in order to achieve business target and personal development Analyze trends and patterns among escalated cases to identify root causes and act as an escalation point providing resolution in conjunction with team leaders and business partners Manage the operations to achieve productivity targets, reduce waste and inefficiency, eliminate errors and deliver excellent customer service Budget proposals and cost reduction through continuous business improvement Improving/auditing technical documentation and process maps/procedures Ensuring delivery of trainings and maintaining high quality service levels Managing internal/external audit processes Maintaining the relationship with various banks and implementing streamlined processes to better support customers Actively involved in the employee talent management programs, recruitment and coordination of projects related to recruitment policies / programs

Ensures that collectors follow the collection strategy and take all the to medium business necessary measures in order to reduce the AR balance Daily monitors the team workflow in order to make sure customer queries are addressed timely and correctly Ensures accuracy in delivering records and prepares reports at request of management following agreed timelines Implementation, monitoring and evaluation of the KPI' s agreed with the internal customers Makes quality evaluations of the team members' activity and gives feed back for improving the performance Evaluates & monitors performances Trains & coaches & motivates the subordinated staff Cascades & communicates all management decisions to the team & ensures follow up Keeps the attrition rate at a low level Designs & proposes updates for the policies in place in order to achieve targets Coordinates with the other team leaders in the department to ensure shared KPIs are met Office Depot Romania, 53B Al Vaida Voievod, Cluj-Napoca Account Receivables Department

Main Activities and responsibilities

• Managing the Prepay and Post-pay customer base Answer incoming calls depending on skill assignment Offers complete and adequate information to customers Promotes and sells company's products and services Promotes company's image through attitude, knowledge, customer orientation Processes modifications on clients profiles, according to internal procedures and work instructions Registers and handles clients requests and complaints efficiently through specific tools Name and address of employer Orange Romania, Cluj-Napoca