Curriculum vitae

PERSONAL INFORMATION Simona Mariana STANCU

Drumul Taberei, Bucharest (Romania)
+40768986454
simonna.stancu@yahoo.com

WORK EXPERIENCE
PERSONAL STATEMENT Young professional, building a carrer and enjoying the best of each opportinity to self-
improve and provide a WOW experience for the customer.
01/07/2015Present TeleSales Supervisor
Telekom Romania, Bucharest (Romania)
01/03/201401/07/2015 Shift Manager
Responsible for driving results by providing direction, support and guidance to the sales team to
ensure revenue
Telekom Romania, generation.
Bucharest
ManagingThe thejob involves coordinating
operational the external
aspects of 3 external call partner
centers,into the desired
Telekom direction
partners, to achieve
in order the
to ensure best results.
both
I am
sales target presently coordinating,
achievement through
and quality of the partner's management team, 6 sites and 150 FTEs.
the process.
Duties: Duties:
-Achieving
-Reporting sales targets
target achievement set each month
to Manager, by the
ensuring thatManagement team.
each KPI is achieved
-Reporting
-Processing Targetbackoffice
sales through Achievement to and
team Manager,
qualityfollowing
control sales in process, managing rejected sales;
-Managing -Helping develop
backoffice teamthe new interviews,
(Hiring employeesTraining,
and implementing
Daily taskstraining on the job for each of them
and Instructions)
-Complying
-Quality control with all legal compliance issues and procedures.
-Quality control, managing complaints
-Agent feedback
-Managingand
-Claims processing enquiries through the entire buying process.
resolution
-Following all enquiries to closure
-Performing any ad hoc duties deemed appropriate by the Company Managers.
01/11/201001/03/2014 Sales representative
-Implementing internal sales process improvement initiatives
Telekom Romania, Bucharest (Romania)
Proactively and reactively promoting and successfully selling Romtelecom services in every
01/11/200901/03/2010 Backoffice
conversation Agent according to the company's objectives.
with our customers,
Active participation in the sales
Studio Moderna process
- Linea Directain- order to accomplish
UPC project, periodical
Bucharest business plans.
(Romania)
Accurate identification of customers' needs, professional answers to their specific requests, personal
Inserting daily customer requests issued by sales agents, into the UPC telecommunications Customer
involvement in solving their particular issues.
Relationship Management software.
Billing support for residential customers and claims processing.
Daily reports regarding the number of revenue generated units provided by agents and management
of daily target achievement.
Sales agent management and daily activities check, in absence of Project Manager.
01/08/200901/11/2009 Telesales Consultant
Studio Moderna - Linea Directa, Bucharest (Romania)
EDUCATION AND TRAINING Direct marketing activities: contacting, managing customer relationship, promoting new products,
achieving daily sales target.
20072010 Bachelor Degree
Customer support regarding certain products.
Order orocessing
Academia and
de Studii insertion for
Economice, Top Shop,
Bucharest Dormeo or Kosmodisk products.
(Romania)
General Studies: Management and Public Administration

20032007 Highschool Degree & English Certification

Colegiul National "Mihai Eminescu", Bucharest (Romania)
General Studies: Humanistic Studies, Intensive English courses.

PERSONAL SKILLS

Mother tongue(s) Romanian

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 Other language(s) UNDERSTANDING SPEAKING WRITING

Listening Reading Spoken interaction Spoken production

English C2 C1 C1 C1 C2
French A1 A1 A1 A1 A1
Levels: A1 and A2: Basic user - B1 and B2: Independent user - C1 and C2: Proficient user
Common European Framework of Reference for Languages

Communication skills Good communication skills gained through my experience as Supervisor

Excellent negociation skills through Shift Manager and Supervisor
Patience and training skills due to constant interaction with team leaders, agents, trainers

Organisational / managerial skills Leadership (currently responsible for a team of 150 people)
Good organizational skills gained as Supervisor, having to take care of client databases,
agent accounts, claims
Excellent team-leading skills through constant monitoring of results

Digital competence SELF-ASSESSMENT

Information Content Problem

Communication Safety
processing creation solving

Proficient user Proficient user Proficient user Proficient user

Digital competences - Self-assessment grid

CNFPA Certified Trainer -Romanian Ministry of Work Family & Development

Train the Trainers -Telekom Training
Change Management -Telekom Training
Customer First -Telekom Training
Stress Management -Telekom Training
Sales Negotiation -Telekom Training
Powerpoint 2007 -Telekom Online Training
Excel 2007 -Telekom Online Training
English Courses -Telekom Online Training

-Good command of Office suite (word processor, spread sheet, presentation software, Excel
advanced formulas, charts, data processing)

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