Bogdan Savin

Achievements: -Implemented CO2 emissions analysis as core strategy insights. -Built recurrent training on volume forecasting model, mandatory across the organization. Responsibilities: -Analyze trends & priorities for core business lines -Drive consistent account strategy reviews aligning Garrett's strategy across product lines -Partner with Sales and Marketing in each region to capture and forecast ‘bottom-up’ demand -Prioritize business opportunities | Identify risks or opportunities | Ensure alignmen

Achievements: -Delivered complete IVR reshape, thus contributing to COPC certification achievement and increasing self-service channels utilization rate by 7%. Responsibilities: -Analyze client needs in order to provide relevant information by maximizing the utility of self-service systems and customer satisfaction -Design automation flows (IVR/USSD) considering UX and human factor studies -Compose, validate and record IVR/USSD texts -Monitor KPIs and propose improvements according to COPC methodology

Achievements: Successfully coordinated 2 complex projects, delivering the required results in a timely manner and without affecting the service quality offered to our customers: - Services migration to a new platform, optimizing call flow strategy - Call routing process reshape, improving service level and increasing customer experience Responsibilities: As the leading manager of a 13 people team, I had the following responsibilities: -Define various strategies and tactics to deliver against business goals

Achievements: -Managed to overachieve the KPI of due time delivery with 5%, hence contributing to a faster time to market Responsibilities: -Analyze software development requirements of different departments and establish the impact of requested modifications in various applications -Acting as a liaison between internal clients and external software developers -Find solutions in collaboration with the developers to the issues identified by various apps/teams -Prioritize conflicting requests per proper deve

Achievements: -Met forecast accuracy target of +/-10% deviation, while in 30% of the cases I managed to deliver forecasts with less than +/-2% deviation. Responsibilities: -Forecast customer contact volumes for both internal and external CS teams -Provide staffing recommendations and CS agents' schedule -Develop, maintain and implement appropriate applications for call center activities -Monitor and report agents' specific KPIs (e.g. service level, productivity, AHT) -Act as single point of contact across

-Provide customer support by answering phone calls.