Elena Gutanu

Explorer, Idea generator, Project manager, Startup, World traveler, Writer/Editor

WORK EXPERIENCE 06/2013–Present Project manager Webhelp Romania SRL, Bucharest (Romania) Assignments: - Overall business responsibility for project execution and delivery (cost, schedule, quality, customer satisfaction, margin and profitability) of assigned projects - Setting projects scope, resources, priorities, milestones, deadlines and deliverable schedules - Interpreting day-to-day business objectives and preparing operational practices/work programs. Ensuring proper execution of processes by team - Providing performance reporting and analysis as well as other periodical reviews - Preparing reports and audits for the current procedures to monitor efficiency of operations - Leading resolution of customer quality issues and proactively preventing negative service trends - Coordinating regular meetings with the internal team members and external stakeholders/clients (calls, video-conferences, face-to-face meetings) - Planning management and adaptation to the real workflows to meet the project requirements - Provision of necessary calculation elements for bonuses and wages as well as necessary information for billing - Ensuring the process compliance and quality standards (ISO, NF EN 15838) specific to each project - Promoting quality system procedures, developing and achieving performance goals and objectives - Identifying areas of improvement in the company, creating and implementing solutions and best practices to drive customer satisfaction - Preparing and conducting performance appraisals, and counsel employees on career and performance/disciplinary issues - Creating annual team objectives. Monitor and coach team to meet objectives - Facilitating new hire integration by creating learning curve objectives and actions based on the type of activity Achievements: - Set up management for several new clients who decided to externalize their activities in Romania - Centralised management for a multilingual project with 100 employees based in 2 cities (stakeholders from 18 EMEA countries involved in the day-to-day communication) - Experience in several domains such as : tourism, retail, telecommunications involving customer service and content management activities 04/2010–06/2013 Team leader Webhelp Romania SRL, Bucharest (Romania) - Project management (day-to-day follow up of the project`s targets achievements; follow up of the existence of the necessary resources and production means to meet the project`s requirements; in case of negative service trends – analysis and structured alerts done as well as solutions proposed) - Team`s skills and quality management (supporting the agents in my team to develop their skills; follow up and improvement of the quality and productivity levels of my team; solutions proposed to improve their work; improve motivation and loyalty of my team; follow up of the internal regulation respect; conflicts management) - Initial and continuous trainings of the agents 07/2009–04/2010 Customer Service Consultant Webhelp Romania SRL, Bucuresti (Romania) - Answers to inbound calls and emails coming from French customers (before and after sale topics) - Respect of the productivity and quality targets of the project 03/2009–03/2009 Assistant-Interpreter French Embassy in Romania, Bucharest (Romania) - assistant-interpreter at the RIUF Fair - Romanian International University Fair - facilitating the communication between the Romanian public and the French exhibitor - helping with the set up of the exhibition booth 10/2008–07/2009 Customer care representative with French Callpoint New Europe, Bucharest (Romania) - Answering emails from a French company`s customers 09/2008–11/2008 Technical support representative with French Paxato SRL, Bucharest (Romania) - Answering incoming calls and emails from French users of an electronic encyclopedia - Searching for new workaround solutions to the technical issues reported by the customers EDUCATION AND TRAINING 11/2011–07/2013 Master in Management Bucharest Academy of Economic Studies - ASE, Bucharest (Romania) 11/2008–07/2011 Bachelor Business Administration in foreign languages (French) Bucharest Academy of Economic Studies - ASE, Bucharest (Romania) PERSONAL SKILLS Mother tongue(s) Romanian Other language(s) UNDERSTANDING SPEAKING WRITING Listening Reading Spoken interaction Spoken production French C1 C1 C1 C1 C1 DELF B2 English C1 C1 C1 C1 C1 Levels: A1/A2: Basic user - B1/B2: Independent user - C1/C2: Proficient user Common European Framework of Reference for Languages