RALUCA MATIC

Provided client account leadership for the operations delivery team as well contributing to develop business strategies for the European business growth. Assisted in the definition of project scope and objectives involving all relevant stakeholders and ensuring technical feasibility. Ensured resource availability and allocation, developed a detailed project plan to monitor and track progress, measured project performance. Managed the relationship with main European clients and all stakeholders.

Managed two business lines and around 25 FTEs (2 Project Management teams) Implementing the adequate team structure, processes, procedures, tools usage and configuration, knowledge capitalization for main European end client accounts (customized approach per end client country and account) Successfully designed a merger and reorganization of two operations teams, leading to increased performance indicators Project Management expertise offered for 2 months in Chile to a newly launched team

Managed communication with stakeholders from technical background to business background (clients, researchers, project teams, client service team, sales team) Establish principles and a framework to guide departmental staff, monitor their progress and coach each member as necessary Pipeline management meetings to meet client’s expectations, avoid any bottlenecks and capacity issues Successfully grow the team from 5 to 12 FTEs, and Client portfolio extended from 1 UK client to 5 main EU clients

Coordinated multiple specific online market research projects, having a key role in all stages: initiating, planning, executing, monitoring, delivering, closing Timeline, budget, quality, analyzing all the project's indicators Client's calls, ensuring the project is run to meet expectations Setting the requirements of the project, documentation, clarifying different aspects, risks, solutions Two-month exchange program in the UK office, achieving broader project management knowledge

**Offers information and technical support via phone to companies' clients **Maintains a high quality of customer satisfaction **Sells companies' products and services to its clients **Analyze customer portfolio and offer custom offers for retention and loyalty