Expert Details

Expert in Customer Experience and Journey Design

Expert ID: 736676 Romania

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Expert with a strong customer experience background. As such, Expert is able to help:
+Map the end to end customer journey, identify the touchpoints and processes improvement needed in order to offer a better customer experience,
+Capture and analyse the voice of the customer by surveys and other sources, contribute in setting and monitoring experience KPI’s
+Translate customers’ expectations into internal strategy and adapt the CX strategy
+ Organize Design Thinking Workshops
+Deliver trainings in the organization to increase CX and NPS awareness
+Produce and issue regular CX status reports to senior management and E.ON Group.
+Root cause analysis for customer issues and identify solutions, follow up on projects impacting customer’s experience, identify, develop and share best practices. +Deliver cross functional process improvement projects and ensure relevant project knowledge is transferred to all stakeholders.

Her achievements as a CX Expert are:
- Project Manager for initiatives which helped companies in utility industry achieve all NPS targets in 2019 and 2020
- Gold Winner at South Est Europe Customer Experience Awards, – Employees at the heart of everything
- Gold Winner at International Customer Experience Awards, – Customers at the heart of everything

Communication skills:
• Good communication skills gained through experience as sales manager
• Strong team player and networking skills: As an employee and trainee at EON, had different responsibilities. In each department with internships, used to get involved and do as much work as possible because in this way, could learn more things and improve skills/abilities.
• Problem solving oriented; Planning and organizing; Public speaking and presentations

Organisational/managerial skills:
• Experienced in mapping and designing internal processes
• Easily adaptable, handling with enthusiast new challenges
• Highly motivated, organized and capable of handling several projects simultaneously

Job related skills:
• Capture and analyze the voice of the customer by surveys and other sources, contribute in setting and monitoring experience KPI’s.
• Build positive relationships and establish credibility for Operational Excellence within the organization.
• Business Performance Management and Customer Relationship Management deployment;
• Other tasks: Manage companies’ partnership with Key Account customers, energy demand forecast; calculation of price and tariffs; Regulatory and legislation analysis; Working procedure s updates; KPI’s development and monitoring

Digital competences:
• Microsoft Office: Word, Excel, PowerPoint, Microsoft Project, Outlook
• SAP ERP, BW
• Involved in implementing a dedicated software for Balanced Scorecard (EPM) and Sales Division (CRM).

Available for panels, in depth interviews, and surveys only.

Education

Year Degree Subject Institution
Year: 2019 Degree: BS Subject: Psychology Institution: Dimitrie Cantermir University, Tîrgu-Mureș.
Year: 2014 Degree: MBA Subject: International Affairs Institution: Babeș-Bolyai University, Faculty of Economics and Business Administration,
Year: 2014 Degree: BS Subject: Law School Institution: Ecologica University, Bucharest, Law and Public Administration
Year: 2012 Degree: Bachelor in Economics (180 ECTS) Subject: International Affairs Institution: Babeș-Bolyai University, Faculty of Economics and Business Administration,

Work History

Years Employer Title Department Responsibilities
Years: 2019 to Present Employer: Undisclosed Title: Customer Experience Specialist Department: Culture and Performance Responsibilities: Responsibilities:
• Detecting and listing customers’ needs using NPS and other customer insights tools
• Contribute in implementing the CX strategy and translate customers’ expectations into internal strategy
• Map the end to end customer journey, identify the touchpoints and processes improvement needed in order to offer a better customer experience,
• Capture and analyse the voice of the customer by surveys and other sources, contribute in setting and monitoring experience KPI’s.
• Customer Journey Manager using Agile, Scrum and Design Thinking.
• Delivering training in the organization to increase CX and NPS awareness
• Produce and issue regular CX status reports to senior management and E.ON Group.
Years: 2016 to 2019 Employer: E.ON Servicii SRL Title: Business Process Improvement Specialist Department: Operational Excellence Responsibilities: Responsibilities:
• Manager Balanced Scorecard: implement a KPI monitoring system at all business levels
• Operational Excellence Expert:
• Mapping and designing internal processes, setting and monitoring of key performance indicators.
• Root cause analysis for customer issues and identify solutions, follow up on projects impacting customer’s experience, identify, develop and share best practices.
• Deliver cross functional process improvement projects and ensure relevant project knowledge is transferred to all stakeholders.
• As a part of the Operational Excellence team, develop creative methods and tools to engage with stakeholders across the business to identify and prioritise improvement ideas and to provide the problem-solving tools to enable these ideas.
Years: 2014 to 2016 Employer: SC E.ON Servicii SRL Title: Trainee Economist Department: Responsibilities: Two years internship with activities and responsibilities in many company’s departments:
• Customer Relationship Operations Department
• Sales and Marketing Department, Sales Channels Management Division using CRM, SAP
• Pricing and Performance Management
• Regulatory
• Operational Excellence Lean Six Sigma
Years: 2013 to 2014 Employer: Sykes Central Europe, Cluj- Napoca Title: Customer Support Representative (with Spanish) Department: Responsibilities: Customer service and support for Latin America and Spain customers via email and call centre.
Years: 2013 to 2013 Employer: Magic Fashion SL Title: Sales Associate- SUA Department: Responsibilities: Sales associate and manager of a clothing store. Proven ability to work with different nationality and culture colleagues and customers.
Develop and improve customer communication, team spirit and a strong customer service orientation.
Years: 2009 to 2013 Employer: SC Prod-tex Diana SRL Title: Sales Consultant and Manager Assistant Department: Responsibilities: Sales consultant and other tasks: inventory, acquisition of merchandise and collaboration with the suppliers.
Years: 2011 to 2011 Employer: BRD Groupe Société General Title: Internship Department: Responsibilities:
Years: 2012 to Present Employer: Undisclosed Title: Volunteer - HR Expert and Project Manager Department: Responsibilities: Within volunteer activity, work as a Project Manager, Marketing and PR Vice president, HR Vice president and recruiting responsibilities.

Career Accomplishments

Licenses / Certifications
Certificate of Lean Competency, LCS Level 1A OE Foundation, Sept
Asertiv.S.R.L. Certificate of Formator Adults education and training, Sept
Business English for Young Professionals Certificate courtesy of US Embassy Bucharest, March 2016.
Awards / Recognition
Benchmark, Acumen Integrat
Excellence in Customer Care

Additional Experience

Training / Seminars
Customer Experience Tools: Customer Journey Workshop; Interaction principles, Personas, Nov. 2017.
Business Case Guide Arcadia Consulting, July 2015.
Workshop “The Power of Words” Public Speaking, Oct. 2014.
Managerial Education Program, POS DRU, Feb.

Language Skills

Language Proficiency
Romanian Mother tongue
English Proficient
Spanish Proficient
French Independent user level

Fields of Expertise

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