Summary
Overview
Work History
Education
Skills
Timeline
Generic

Alina Stamatin

Bucharest

Summary

Proven in enhancing customer satisfaction and streamlining order processes at Tenneco, excellent in SAP ERP and effective communication. Leveraging strong problem-solving abilities and attention to detail, I've driven project success and operational improvements, achieving significant efficiency gains. My collaborative approach fosters team unity and meets rigorous deadlines, embodying a results-driven work ethic.

Overview

17
17
years of professional experience

Work History

Order Management Specialist

Tenneco
10.2023 - Current
  • Supported sales team for increased revenue generation by efficiently managing orders and maintaining customer satisfaction.
  • Reviewed orders for accuracy, errors and omissions to minimize incorrect shipments.
  • Established strong working relationships with key clients through exceptional service delivery resulting in long-term partnerships.
  • Interfaced with sales, operations and functional groups to facilitate order flow and meet processing metrics.
  • Reduced order errors with meticulous attention to detail, thorough review, and effective communication.
  • Managed high volumes of orders, consistently meeting deadlines and maintaining accuracy throughout the process.
  • Enhanced order processing efficiency by streamlining workflows and implementing best practices.
  • Improved inventory management through accurate tracking of product availability and timely order fulfillment.
  • Contributed to successful project implementations by providing insights on potential improvements within the Order Management domain.
  • Collaborated with cross-functional teams in resolving order-related issues, ensuring a seamless customer experience.
  • Streamlined communication with suppliers for improved lead times and prompt order completion.
  • Assisted in training new hires on company-specific policies, procedures, systems, and best practices related to order management functions.
  • Daily full coordination with sales team, operations team, cash collection team, claims team and any other impacted department;
  • Recurrent reporting of open order book, delivery status and invoicing;
  • Create or delete collective delivery and give instructions to Distribution centers for order preparation in full compliance with internal policy, applicable legislation and customer agree specification;
  • Daily management of sample orders, direct shipment orders and express shipments for different regions;
  • Close collaboration with pricing team in order to have all the needed discounts applied correctly and on time;
  • Apply additional discounts or freight charges where needed;
  • Handling direct shipment invoicing process and close collaboration with finance team to ensure correct invoicing process;
  • Proactive follow-up on backlog, getting delivery in time, request update of material status, negotiating delivery date with customers to ensure order book accuracy;
  • Coordinating with Traffic Department, Distribution Centers, forwarders and any other needed department to ensure an efficient delivery process;
  • Ensure order management, direct shipments, e-ordering accounts creation and all other activities are done according to internal approved and define process;
  • Adapt and standardize operational processes, report deviations and drive continuous improvement;

Senior Process Associate-Order Management

Genpact
08.2018 - 10.2023


  • Met month-end reporting objectives and deadlines.
  • Maintained accurate documentation of processes, facilitating easy reference for internal audits and knowledge transfer.
  • Focus on continuous process improvement with 3 lean ideas successfully implemented and Lean Six Sigma Yellow belt certification;
  • SOP /CSOP creation;
  • Work with end customers and internal departments of the customers;
  • Work with Ops leads and customers in order to design, implement and drive Value Generating roadmaps;
  • Processing SAP orders for Orders confirmation, Supply information, Third party vendors, Invoicing, Reporting;
  • Offering information to customers via e-mails/phone;
  • Maintaining relations with logistics partners and informing customers regarding availability and deliveries;
  • Creating purchase orders for the third party orders;
  • Offering resolutions for internal updating requests credit/debit notes, reimbursements;
  • Checking and solving potential issues between client purchase orders and system information;
  • Communicating with the warehouse and forwarders and efficiently manage the delivery process to ensure return of goods to the final recipient;
  • Preparing the relevant documents for the orders(export, transport, customs, insurance );
  • Register in the system and investigate customers complaints;

Process Trainer

Genpact
02.2019 - 12.2020
  • Delivered robust training courses via classroom and e-learning programs.
  • Created unique materials to support training programs.
  • Leveraged industry best practices when developing curriculum content, ensuring that employees remained up-to-date on key trends.
  • Delivering the process information to the new joiners through video presentations and 1 to 1 sessions;
  • Creating tests for periodic testing of new joiners;
  • Organizing refresher sessions with the team members in order to make sure that the current procedures are correctly understood;
  • Created training materials and a training plan;
  • SOP/CSOP creation.

Loyalty and Retention Specialist

Orange
08.2012 - 08.2018
  • Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
  • Enhanced customer satisfaction levels with proactive communication and timely resolution of issues.
  • Negotiated contract renewals, securing continued business partnerships with satisfied clients.
  • Built constructive customer relationships to improve loyalty and recommendations.
  • Contributed to the transmission of information to Marketing and Sales department about the offers of the competition and special offers requested by the subscribers of the company in order to reduce the risk of commercial churn;
  • Managing cancellation requests or renewal requests from mass-market subscribers;
  • Identifying customers needs and retaining them by selling and promoting the company's products and services;
  • Receiving calls from clients and contacting them in order to solve the requests for cancellation or contractual renewal;
  • Operating changes in the client's account such as contractual renewal, contractual termination, application of personalized offers, issuing invoices;
  • Promotion and sale of products from the online store;
  • Close collaboration with physical stores from all over the country and other departments with the main purpose of reducing the commercial churn;
  • Working with strict budgets;
  • Working with targets and deadlines;
  • Working with confidential data and maintaining a high level of confidentiality;

Loyalty and Retention Specialist

COSMOTE
11.2008 - 07.2012


  • Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions;
  • Receiving contract cancellation requests directly from the customers;
  • Discussing with customers in order to correctly identify the reasons behind the cancellation request;
  • Offering the best solution in order to convince the customer to renew the contract instead of cancelling it;
  • Close collaboration with the stores so that the customer receives in the store the offer accepted by phone;
  • Promotion of electronic devices (mobile phones, tablets);
  • Registering in the system contract cancellation requests and processing the cancellation according to customers request and internal procedures;
  • Working with confidential data and maintaining a very high level of privacy;
  • Strong collaboration with other internal/external departments in order to solve customers requests.

Customer Service Agent

COSMOTE
12.2007 - 11.2008
  • Managed high call volume, consistently maintaining a professional demeanor and prioritizing customers'' needs;
  • Register contract cancellation requests;
  • Processing cancellation request according to customers requirements and internal procedures;
  • Calculating cancellation fees and informing customers accordingly;
  • Collaborating with other internal and external departments in order to solve customers requests;
  • Working with confidential data, maintaining a very high level of confidentiality.

Education

Human Resources Management Bachelor's Degree - Human Resources Management

Romanian-American University
Bucharest
06.2008

Skills

  • Very strong communication skills;
  • Presentation Skills
  • Problem Solving
  • Analytical Skills
  • Teamwork
  • Target Orientation

Timeline

Order Management Specialist

Tenneco
10.2023 - Current

Process Trainer

Genpact
02.2019 - 12.2020

Senior Process Associate-Order Management

Genpact
08.2018 - 10.2023

Loyalty and Retention Specialist

Orange
08.2012 - 08.2018

Loyalty and Retention Specialist

COSMOTE
11.2008 - 07.2012

Customer Service Agent

COSMOTE
12.2007 - 11.2008

Human Resources Management Bachelor's Degree - Human Resources Management

Romanian-American University

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Alina Stamatin