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Valentin Ristea
Contact
Address: Campia Libertatii Street, No.66, Bl.35A, Apt.24, 3rd Sector, Postal Code: 030377, Bucharest
Mobile: +40722552233
E-mail: [email protected]
Personal Profile
 Self-motivated and enthusiastic;
 Confident whether working as a part of a team or independent with a positive attitude
 Committed to the highest level of professional and personal excellence
 Results oriented, good problem analysis and problem-solving skills
 Attention to detail and accuracy
 Well organized
 Adaptable, creative and able to show initiative
 Able to build up and motivate a team;
 Excellent analytical skills, very good communicator and negotiator
 Excellent presentation skills
Achievements:
 Constantly high results at Department KPI’s
 Recognized as “Top performer”
 Building top performance, strong and united teams and creating excellent working relations
 Successfully coordinate numerous inter and intra departmental projects: CSS, IVR setup,
acquisition of a new technical solution for “Regina Maria” Call Centre;
Professional experience
1. October 2011 – present: “Regina Maria” Private Healthcare Network
Call Centre Manager (2011 Oct – present)
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Responsibilities included:
 Coordinating Call Centre activity, acting as liaison between Call Centre and other departments,
internal and external: HR, Sales, IT, Operational and external vendors;
 Managing a team of 70 employees;
 In charge of all HR related issues (performance management, learning and development,
recruitment);
 Providing development directions of Call Centre, establishes both team’s and departments
performance objectives and offers means of achieving
 Permanently supervising status of achieving department’s objectives and take appropriate
measures if needed;
 Successfully implement new Call Centre technical solution (being involved from acquisition to
implement and set up);
 Coordinate and implement a various number of inter and intra - departmental projects: Customer
Satisfaction Survey, Debt Collection, Intranet setup, Ambulance Accreditation, IVR, medical
appointments for Constanta clinic;
 Taking part to important projects such as redesigning commercial offer;
2. May 2010 – October 2011: Romtelecom SA (part of Deutsche Telekom)
Business Analyst (May 2010 – October 2011)
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Responsibilities included:
 Creating and implementing strategies for reducing voluntary and involuntary churn
 Monitoring debt recovery and retention processes for residential customers;
 Identifying both voluntary and involuntary churn reasons and properly addresses them;
 Planning, implementing, analyzing and reviewing actions taken to reduce both voluntary and
involuntary churn;
 Creating reports, monitoring and measuring result
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Valentin Ristea
3. June 1999 – January 2010: Vodafone S.A.
Team Leader, Credit and Connection (November 2006 – January 2010)
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Responsibilities included:
 Design, analyse & adjust Credit & Risk Assessment Policy;
 Successfully implementing new customers' activation software (NewPos) and Credit Risk Matrix;
 End to end policies and procedures (writing, revision, agreeing and publishing it on Intranet)
 Successfully implementing credit risk policy and activation flow for several projects
 Human Resource & Activity Forecast for peak periods (e.g.: Winter Campaigns)
 Numerous complex intra and inter departmental projects: workshop explaining activation flow and
credit risk rules to sales team, Credit & Collection Academia, integrated services migration project,
on-call support for Winter Campaign
 Managing a team of 15-25 people
 Recruiting, selecting, managing staff performance
 Building a very strong and united team
 Organizing human and technical resources to achieve departmental targets and monitor progress
Acting Manager (August 2009 – November 2009)
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Responsibilities included:
 Actively involved in subordinates' development of professional skills and abilities;
 Managing Credit and Connection Department (70 employees) with focus on headcount
 Design, analyse & adjust Credit & Risk Assessment Policy, whenever necessary
 Planning, analysing and implemented several activation trials for sales teams
 Recruiting, selecting, managing staff performance
 Actively representing department in intra and inter departmental projects including planning,
coordinating and reporting about project updates
 Taking part in developing departmental budget
 Second escalation level
Team Leader, Customer Service, Consumer Market (July 2004 – November 2006)
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Responsibilities included:
 Monitoring daily activity, organizing human & technical resources to achieve departmental KPI's
 Actively representing department in several large intra and inter departmental projects
 Recruiting, selecting, managing staff performance
 Managing a team of 15-25 employees
 First escalation level
Customer Service Representative, Consumer Market & Help Desk Dispatcher (June 1999 - July 2004)
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Responsibilities included:
 Answering to internal or external customers’ requests in a polite and a professional manner,
accordingly to company’s standards;
 Solving customer requests from first interaction;
 First level of support for computer problems (hardware and software), including troubleshooting for
software issues
 Dispatch and prioritize cases for second level of support
 Escalate and follow up to vendor of complex issues occurred
4. 1995 – 1999: Project Based: Translator for UPC, Prima TV and Romsat TV), Hotel Receptionist
Education
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2003 – 2005 – Academy of Economic Studies – “Project Management”, (Master Degree)
2001 – 2003 - Academy of Economic Studies – “Marketing and Communication in Business”,
(Master Degree)
1996 - 2000 – “Dimitrie Cantemir” University - “Resort and Tourism Management”, (Bachelor
Degree)
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Valentin Ristea
Foreign languages:
 Romanian – native;
 English: W – excellent, S – excellent, R – excellent;
 German: W – beginner, S – beginner, R – beginner;
Computer skills:
 Very Good Knowledge of MS Office ( Excel, Word, PowerPoint, Visio, Outlook);
 HTML Editor - beginner
Driving license:
 Clean Driving License
Certifications and Courses
 2010 - Six Sigma Green Belt, Deutsche Telekom
 2009 - Commercial Negotiations, Trend Consult
 2008 - Leadership of Change, Human Invest
 2008 - Situational Leadership, Human Invest
 2008 - Working with People, Ascendis
 2004 – Teamship, TMI
 2004 - 2279 Planning, Implementing and Maintaining a Microsoft Windows Server2003 Active
Directory Infrastructure, MOC, Temenos
 2003 - 2152 Implementing Microsoft Windows 2000 Professional and Server, MOC, Temenos
 2003 - 2153 Implementing Microsoft Windows 2000 Network Infrastructure, MOC, Temenos
 2002 – Employeeship, TMI
 1999 - First Certificate Avenue, Fides
 1999 – 2009: Performance Management Objective Settings, More Than a Gut Feeling, Change
Acceptance Program, Managing Quality, Be a Double Bagger, Other specific Team Leader
Courses in Vodafone
References
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http://ro.linkedin.com/in/ValentinRistea
other references are available on request
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