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9 Years of Leadership for a New Romania

9 Years of Leadership for a New Romania. Amalia Sterescu. Amalia Sterescu - Profile. Start- ups MC Donald’s Systems in Romania – fast food industry; Vodafone – first mobile telecom provider in RO; Launching first Major Account (voice & data) team in Vodafone Romania;

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9 Years of Leadership for a New Romania

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  1. 9 Years of Leadership for a New Romania Amalia Sterescu

  2. Amalia Sterescu - Profile • Start- ups • MC Donald’s Systems in Romania – fast food industry; • Vodafone – first mobile telecom provider in RO; • Launching first Major Account (voice & data) team in Vodafone Romania; • Oracle Corporation – Global Renewals Service Centre start-up; Leadership • 9 years of experience in leading large teams (>100 employees) • Strategic & Operational Planning and Execution, Budgeting & Cost Control • Forecasting, Staffing, Scheduling, Continuous Quality Improvement • Improvement of Operational Efficiency & Effectiveness • Staff Recruitment & Training, People Development & Motivation • Performance & Change Management, Staff Retention, Team Building Specialties • Law degree – Romanian American University Bucharest; • Business Management Diploma – Open University UK; • Educational Assistant Diploma – Nursery Nurse Educational Board – UK; • Student at Institute of Customer Service - UK • Targeted Selection Certification – DDI – FR • Other significant professional training. Educational background

  3. Amalia Sterescu – Leadership experience 2006 GRSC Senior Manager Oracle 2007 GRSC Director Oracle 2005 Global Renewal Service Centre Manager Oracle Leadership 2003 Customer Service Manager for Strategic customers Vodafone Strategies for Low Volume Renewals Contingency planning for GRSC 2002 Customer Service Manager for Major Accounts & Data Vodafone Affiliation to EMEA PS Functional team - PM Managing different cultures and customer behaviors Operational delivery Sales Support 1998 Customer Service Manager Vodafone Quality management Complaints management Operational delivery Customer satisfaction Strategies for customer & employees satisfaction and retention Building effective teams Competences added

  4. Major achievements • Vodafone: • Increasing major accounts satisfaction from 85% to 95% in the first year after team start-up; Constant overachievement of KPI’s; • Implementing for the first time in Vodafone Romania: Mystery Shopping, Shining Stars Program, IVR Reporting, Innovation management, Non monetary motivational tools etc; • Oracle: • Successful implementation and enhancement of Global Support Centre; • Global project leader for cost effective renewals centers • Sales Manager of the year - Award, 2007

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