Camelia Petruc

• Directs and controls operations for either a sub region or regions, reviewing the performance for each region with the EMEA Country Managers • Manage the transitions of activities from EMEA to HP Bucharest Center and from Bucharest to India center;

• Lead the coordination of Early and Late collection department for unsecured, leasing and mortgage accounts; • Define and review the Collection strategy; • Seek methods to improve the department’s productivity by customer segmentation, technonolgy; • Responsible for the department’s budget, taking part to it’s elaboration and monitorization; • Supervise the department’s performance in respect with the targets; • Supervise and approve the capacity plan of the department;

• Responsible for the Collection processes in accordance to the Policies and Procedures set by Citigroup and the Risk&Credit Head of Citibank Europe plc-Dublin, Romania branch • Define and review the Collection strategy, to identify opportunities for champion challenger tests, to plan their implementation, review and assess results in collaboration with Risk&Credit Head • Identify collection optimal treatment according to customer’s risk

• Develop and implement Collection strategies based on customer risk assesment • Coordinate, evaluate and report on projects, specific activities and overall results on a regular basis • Develop the department’s annual budget and monitor the results on a monthly basis to assess any variances • Negotiate collaboration contracts with 3rd parties (Collection Agencies)

• Organize and coordinate day-to-day call center activities leading to department’s objectives achievement • Supervise, provide coaching and feedback to Collections Officers, ensuring the fulfilment of objectives by each department member • Produce and deliver reports regarding the department’s activities concerning inbound calls activity (average speed of answer, average handling time of call), outbound calls activity (producitivty indicators, debts recovery indicator), customer satisfaction indicators

Biophysics