Management Consultant

1/2015 – 1/2016

• Developed overall department strategy for the company including moving from waterfall methodology to scrum methodology of development
• Staffed the teams, built the job description for each role within the Delivery Function, working procedures and KPIs for all the teams under my supervision: business analysis, project management, development, testing, presales team
• Handled resourcing and commercial agreements with partners and customers based on company’s needs
• Daily team management, removing impediments, overseeing strategy implementation and KPI monitoring and fulfillment
• Customer management (international customer base, banking industry)

Projektmanagement (IT)

1/2014 – 1/2015

• Setting-up the BPO operations within Romania and making possible for the company to start the contract with our main customer (Unicredit CEE) by putting at their disposal in a very short time frame the necessary human resources to staff the project
• Setting-up the organizational culture framework as well as the human resources policies and procedures
• Recruting the development teams from scratch, training and induction (65 people)
• Project management, customer management and daily performance monitoring and coaching
of the team until successful launch of the 1st phase of Internet banking application
• Scrum master role and full involvement in all phases of development and testing of the software releases
• Coaching and developing employees both in communication and soft skills as well as in functional skills
• 3 years after the project started all staff is still in place, hired directly by the customer after we have rolled out the on-line banking platform for Romania

Scrum, Projektmanagement (IT), Test Management

7/2013 – 12/2013

Responsible for the implementation of a new ERP and CRM systems across the organization:
• Detailed project plan creation & activities tracking for all involved parties
• Multiple planning iterations by using agile planning methodology
• Resource stuffing, management, coordination & planning
• Risk analysis and contingency planning
• Change management
• Contract and vendor management
• Software deliveries, integration and testing management
• Release management
• Delivered results through adaptive planning and by using agile values and principles

Projektmanagement (IT)

4/2013 – 6/2013

Responsible for the implementation of a web-based solution for one of the customers of the company:
• Implemented an in-store display management web-based solution for a big retailer, including suggested improvements to initial design
• Testing management
• Change request management
• Release management
• Customer and supplier management
• Detailed user manual creation for concept registration

Projektmanagement (IT)

1/2011 – 3/2013

Supporting a 250 mio EUR IT transformation project
1. Test audit manager Role:
• Responsible with planning, executing and reporting on test quality results for various phases of testing
• Responsible for both internal and external testing results auditing
• Quality monitoring for the whole testing chain from test case creation to test execution
results
• Based on audit reports produced and tracked the implementation of quality improvements
plans
2. Test Manager Role:
• Resource management, performance management and communication management across teams
• Developed testing plans and supervised execution to ensure quality BSS solution delivery mapped to customer requirements
• Agile testing methodology as well as agile planning for the cycles of testing and consequent development
• Created and documented the SIT and UAT testing strategies for Drop Mediation
• Alignment and coordination of all parties involved in System Integration Testing including
creation of associated documentation (e. g. MIPTA, execution plans)
• Release management
• Management and quality assurance in terms of deliverables (e. g. test cases, reporting,
execution plans, re-planning, working procedures)
• Delivered outstanding results based on servant leadership and value driven thinking
• Acted as a test manager for several stages of the project

Projektmanagement (IT), Test Management

1/2007 – 1/2011

• Managed the commercial and technical migration of the customer database after acquisition by Deutsche Telekom; migration was successfully achieved with minimum churn rate and key success factors were to analyze, integrate and align the business processes of the two companies so that the customer had an excellent end-to-end experience in the process of migration from one platform to another
• Created and implemented the department strategy; responsible for associated budget creation and its management
• Integrated the existing outsourced call center into the company and designed operational processes, KPIs, job descriptions, reward and compensation system, performance evaluation system throughout the business in order to ensure quality service delivery to the customers
• Led a large team of 120 people, maximized staff performance levels by actively encouraging them to achieve their full potential and by development of working environments conducive to success
• Key role in creating and implementing strategies to manage the collection of monies from customers by controlling and improving all associated processes including billing and invoicing processes, payment channels development and the collection of bad debts
• Tasked with overseeing the operations of a variety of projects and marketing initiatives (e. g. ARPU growth, Loyalty programs), facilitating the project design and implementation, tracking and managing delivery of project objectives
• Led the implementation of a new billing system in the company, RR Enterprise.

Projektmanagement (IT), Test Management

1/2004 – 1/2007

• Planned and implemented customer service and satisfaction strategies including the establishment of a customer support center and the roll out of the associated HR, operational procedures and budget control
• Accountable for the recruitment, training and management of the department employees and the sales personnel of the 135 retail stores
• Designed KPIs for employees and ensured proper processes for performance management and measurement
• Increased company exposure through the development and implementation of a number of marketing initiatives and of new business strategies (i.e. creation of a Bonus card for the customer base)
• Ensured all sales and service level targets were consistently achieved and exceeded through KPI performance monitoring and review
• Performed customer satisfaction surveys; based on research results produced metrics and carried out plans to continually improve performance
• Implemented a web-based solution to centralize and manage in real time all customer requirements throughout the retail store chain

Projektmanagement (IT), Test Management

1/1999 – 1/2004

1. Project Analyst Role:
• Tasked with overseeing the operations of a variety of projects, facilitating the implementation of operational plans, tracking and managing delivery of project objectives
• Project analysis and fiscal management to assure quality, impact, and cost effectiveness
• Lead the implementation of a new ticketing system inside the Customer Operations Department, Service Desk
2. Customer Service Team Leader Role:
• Led a team of 15 CSRs; coaching, training and performance management
• Project leader for Customer Operations department in the implementation of a new billing system, Amdocs Mobile.

Projektmanagement (IT)