“I am an Outsourcing Professional” – Suzana Paunescu
With an experience of over 7 years in the Outsourcing and In house business, our community highly recommends Suzana Paunescu as a true Outsourcing professional!
Suzana started her professional career on a position of International Collection Representative working for EOS KSI Romania, part of EOS Group, headquartered in Germany. The Group offers Credit Management Services through its pan European network and is also present in the USA. EOS Romania has become the leader in Romania in the field of Credit Management Services, working with well-known International and Romanian Companies.
On this particular position Suzana worked in partnership with a major cell phone provider in the U.S. and was responsible for successfully handling over 1000 accounts every month – establishing contact with the debtors and negotiating payments and payment arrangements. Furthermore, she was focused on maintaining quality and quantity KPIs imposed on the project and reaching the goal in terms of collected amounts.
Starting with October 2008 she took on a new role, on a management position, working for the well-known BPO provider CGS ( Computer Generated Solutions ). As a Team Leader, Suzana managed a team of up to 12 Customer Service Representatives. She was responsible for:
- achieving the desired results in terms of KPIs
- providing quality reports and performance analysis to the Project Manager
- leading group meetings and coordinating different development training sessions such as Customer Service Skills / Collection Skills
CGS is a leading global provider of end-to-end, technology-enabled business solutions, including ERP, SCM, PLM, WMS, CRM, portal, ecommerce, application development, project services, eLearning, training, staffing, call center, and global sourcing solutions.
In February 2011 she was promoted, inside the same company, to a higher level of management, on a position of Project Manager. Her responsibilities included:
- managing a Team composed of Trainers, Team Leaders and Quality Assurance Specialists
- supervision and planning for delivery of KPIs specific to Customer Service Projects
- providing performance analysis as required to the Operations Manager
- working closely with the Middle Management team by developing and analyzing reports for continuous improvement in processes and procedures, efficiency and quality.
As a Customer Support Manager, working for World Phoning Group, Suzana managed several customer support teams in various industries such as Medical or Telecommunication. She was an active participant in contract and statements of work negotiation and implementation. She ensured adherence to client requirements and delivering quality, quantity and Service Level KPIs.
WORLD GLOBAL GROUP is a Contact Center located in Eastern Europe, specialized in Inbound Services, Outbound Services, Customer Service, Inquiry Handling, Product Support, Data Entry, Help Desk, Email Response, Telesales, Debt Collections, Survey, Telemarketing.
At present, Suzana is holding a position of Senior Manager at CGS. She has a vast management experience working for major multinational companies and that particular experience has enabled Suzana with a very clear view of what a multi-lingual working environment implies. She is an expert in Customer Satisfaction, Project Planning and Implementing, KPIs and other deliverables as well as Performance Management.
Outsourcing Advisors highly recommends Suzana Paunescu as a true Outsourcing Professional!