Anca Merce
Timisoara
Summary
Organized Office Manager with noted experience in administrative management. Prioritize projects and multitask effectively to achieve project goals. Methodical and detail-oriented team player with expertise in team leadership. Offering these skills and strong work ethic. Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.
Overview
10
10
years of professional experience
Work History
Customer Assurance - KPI/SLA Manager
Nokia
01.2021 - Current
- Responsible for quality aspects cross domain (ITIL, procedures adherence, Customer specific requirements) for the Accounts in scope
- Participated in internal/external audits (provided evidence, provided process specifics, validated findings and took ownership for remediation actions/get to green plans)
- Worked alongside higher management and L6S Black Belt in closing loops for discrepancies proactively spotted between current way of working and best practices/contractual required ways of working
- Analyzed implications of specifics of new opportunities against the company’s process work frame and provided feedback within the proposals
- Supported transitions, acted as SPOC, supported configuration and process set-up between Customer owned tool and company environment
- Participated in cost exercises and simulations for FTE set-up to support new opportunities; implemented BAU KPIs to monitor and control provisioned costs and identify reasons for deltas
- Configured ticketing system (workflow, SLA module, interface with vendor tool) to support new Customer specific needs within the project
- Detailed and analytical reporting provided to higher management forecasting all possible scenarios when there is a proposed change in process – risk minimizing
- Acted as SPOC for Configuration Management and tool improvements during the project lifecycle
- Relationship management - constant engagement with the customer and all stakeholders involved in service management
- Served as primary quality and performance audit person to measure personnel workload distribution per shifts
- Acted as main contact person for knowledge management and provided continuous mentorship and support for team members
- Identified potential problem areas and proposed, implemented and controlled risk management solutions
- Recognized opportunities to improve operation, process groups, and efficiency
- Managed measurement and reporting of agreed SLAs; analyzed and reviewed Service Performance against the SLAs and OLAs
- Implemented procedures to reduce workload effect on shifts where applicable – from root cause analysis to tracking improvement.
- Cultivated strong relationships with vendors and partners supporting administrative operations.
- Organized and updated databases, records and other information resources.
- Identified opportunities to streamline processes and improve office operations and efficiency.
- Created reports, presentations and other materials for executive staff.
Network Service Engineer
Nokia
05.2018 - 09.2020
- Created, improved specific work instructions within the project's process landscape
- Provided support and feedback for assessing and creating internal reporting tools
- Tester and evaluator for automation initiatives
- SME for team's tools and process
- Configuration management
- Acted as functional escalation for the team
- Acted as Customer SPOC for service escalations.
Service Analyst
Nokia
10.2017 - 05.2018
- Network Monitoring and fault management
- Quality tracking, SLA tracking
- High impacting Incidents handling end-to-end
- Participating in daily customer governance meetings for MS.
Sales Agent
Orange Romania
11.2015 - 10.2017
- Increased revenue by acquiring new customers and determining needs for relevant products
- De-escalated potential loss of contracts situations
- Logged expenses, receipts and financial documents into database
- Assisted customers with questions and orders
- Explained features and advantages of using Orange Romania's products and services to promote sales.
Customer Service Advocate
Amazon
01.2014 - 11.2015
- Provided customer care, responding to requests, assisting with product selection and handling ordering functions
- Promoted available products and services to customers during service, account management and order calls.
Translator
Graal Soft SRL
05.2014 - 11.2014
- English to Romanian translation of fiction novels
- Consulted specialized dictionaries, and reference books to identify closest equivalents for terminology, words and phrases.
Advertising Copywriter
Rheinbrucke SRL
05.2014 - 11.2014
- Presented clients with unique copy option based on overall marketing objectives and chosen media style
- Produced original, creative content for promotional marketing materials.
Education
MBA - American Studies
University of Szeged - Szeged, Hungary
09.2012
MBA - European Communication
West University of Timisoara - Timisoara
09.2011
BBA - Journalism, Print
West University of Timisoara
09.2010
Skills
- Training and Development
- Project Management
- Vendor Management
- Cross-functional Collaboration
- Change Management
- Customer Satisfaction
- Decision Making
- Problem Management
- Continuous Improvement
- Process Optimization
- Organizational Skills
- Conflict Resolution
- Quality Assurance
- Incident Management
- ITIL Framework
- Adaptability
- Service Level Management
- Stakeholder Engagement
- Workflow Planning
- Microsoft Office
- Process Improvement
- Documentation and Control
- Attention to Detail
Skills
Excellent, Excellent, Excellent, Excellent, Very Good, Very Good, Very Good
Timeline
Customer Assurance - KPI/SLA Manager
Nokia
01.2021 - Current
Network Service Engineer
Nokia
05.2018 - 09.2020
Service Analyst
Nokia
10.2017 - 05.2018
Sales Agent
Orange Romania
11.2015 - 10.2017
Translator
Graal Soft SRL
05.2014 - 11.2014
Advertising Copywriter
Rheinbrucke SRL
05.2014 - 11.2014
Customer Service Advocate
Amazon
01.2014 - 11.2015
MBA - American Studies
University of Szeged - Szeged, Hungary
MBA - European Communication
West University of Timisoara - Timisoara
BBA - Journalism, Print
West University of Timisoara
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