Abutoaiei Ioana-Ecaterina

•Design and deliver standard, customized and tailored training programs
•Maintain and develop course content to current offerings
•Review effectiveness of training programs
•Assist align current learning processes, products, services & processes to suit Business direction
•Build Knowledge Case Management System – Articles that are easy to read & usable by all
•Responsible for Process Training and Soft Skill training
•Responsible for Case Evaluations to identify Individual and overall Training Needs
•Level 3 Support for CS Department for Cross SBE escalations
•Support Operations 50% if time staffed
•Developed the TNI (Training Need Identifying) process for all the hubs
•Created training plans for new joiners and refreshers on older team members
•Project manager on knowledge transfer for a new Business Admin team created in Bucharest hub

Booking & changes
•Processes a variety of maintenance related activities between Honeywell and customers: records, changes in the list of equipment or obligations covered by the contract, cancellations, re-registrations;
•RQB - reactive quoted: creation, re-creation, adds and deducts;
•Operates changes according to process requirements in various existing records
•Filters and signals the incomplete or wrong requests it receives, insists on quality observation
•Creating project structures, taking into account the need for different cost allocations in accordance to the documentation
•Processes changes in project structures or orders
•Creates Field Citrix work order (field planning)
•Handles customer configuration requests (creating, modifying, extending and creating links)

Billing & credits
•Initiate, get approvals and complete billing related to contracts, reactive quoted, projects and resolves the interface errors that may occur in the system, works to prevent them from occurring, and addresses root causes;
•Initiate, get approvals and complete billing activities related to T&M - time and materials repairs

Registration of requisitions
•Records and modifies internal purchase requests according to business requirements (direct and indirect purchase)
•Process standard parts requests and other associated tasks (changes in material settings, extensions, replacements)
•Process direct purchase requests as instructed by the project manager

Technical & reporting activities
•Perform business reporting based on business requirements, following the required frequency;
•Performs client request processing in SAP, Compass or FX;
•Performs troubleshooting reporting and processing troubleshooting.
•Correct registration of one's activities in the internal evaluation system called Task Tracker, error portal, etc.
•Can be involved in major transitions, working with the CPS team (SAP process specialists) for SAP development or their internal programs.

Booking & changes
•Processes a variety of maintenance related activities between Honeywell and customers: records, changes in the list of equipment or obligations covered by the contract, cancellations, re-registrations;
•RQB - reactive quoted: creation, re-creation, adds and deducts;
•Operates changes according to process requirements in various existing records
•Filters and signals the incomplete or wrong requests it receives, insists on quality observation
•Creating project structures, always taking into account the need for different cost allocations in accordance to the documentation
•Processes changes in project structures or orders, depending on the requests received
•Creates Field Citrix work order
•Handles customer configuration requests (creating, modifying, extending and creating links)

Billing & credits
•Initiate, get approvals and complete billing related to contracts, reactive quoted, projects
•Analyzes and takes the necessary steps to resolve disputes (credit issuance and reflow);
•Investigates and resolves the interface errors that may occur in the system, works to prevent them from occurring, and addresses root causes;
•Initiate and complete billing activities related to T&M - time and materials repairs

Registration of requisitions
•Records and modifies internal purchase requests according to business requirements (direct and indirect purchase)
•Process standard parts requests and other associated tasks
•Process direct purchase requests

Technical & reporting activities
•Perform business reporting based on business requirements, following the required frequency;
•Performs client request processing in SAP, Compass or FX;
•Performs troubleshooting reporting, processing troubleshooting
•Correct registration of one's activities in the internal evaluation system called Task Tracker, error portal, etc.
•Can be involved in major transitions, working with the CPS team (SAP process specialists) for SAP development or their internal programs.

• Preparing and implementing quality assurance policies and procedures.
• Performing routine inspections and quality tests based on customer’s feedback and new sports equipment appearance.
• Identifying and resolving workflow and production issues with existing sports equipment.
• Ensuring that standards and safety regulations are observed.
• Addressing and discussing issues and proposed solutions with superiors.
• Documenting quality assurance activities and creating reports.
• Making recommendations for improvement.
• Identifying training needs and take action to ensure companywide compliance
• Creating training materials and operating manuals.
• Pursue continuing education in new solutions, technologies, and skill.
• Managing all the incoming escalations from end customers in timely manner and making sure the best solution is provided for both sides.

• Provide daily support to ICON customers on various sports equipment including answering questions, analyzing problems, and quickly forming solutions to return equipment to proper operation.
• Communicate clearly and effectively with customers, colleagues, and management to quickly resolve issues and ensure customer satisfaction.
• Maintain detailed records of daily interactions with customers (both via call and/or e-mail), reported issues, and completed solutions along with any further actions required of management or repair personnel.
• Increase personal technical knowledge by reading trade publications, operating manuals, and diagnostics information.
• Develop training manuals and troubleshooting procedures to help both support personnel and end users interact properly with sports equipment sold by ICON.
• Collaborate with technical staff to establish goals and objectives for system improvements and upgrades based on customer’s feedbacks.
• Create and implement new processes to improve efficiency and customer satisfaction